Network Support Engineer

Sikich is seeking a Network Support Engineer to join our dynamic team. The ideal candidate will have a deep understanding of network infrastructure, including Azure Networking services, and extensive experience in managing and troubleshooting network issues. As a Network Support Engineer, you will play a crucial role in maintaining and optimizing our clients' network environments, resolving complex network issues, and providing advanced customer service. You will leverage your extensive technical knowledge and experience to ensure the efficiency and reliability of our clients' network operations.

About the firm

Sikich is a global company specializing in Accounting, Advisory, and Technical professional services. With employees across the globe, Sikich ranks as one of the largest professional services companies in the United States. Our comprehensive skillsets, obtained over decades of experience as entrepreneurs, business owners and industry innovators, allow us to provide insights and transformative strategies to help strengthen every dimension of our clients’ businesses.

Primary Job Responsibilities

• Provide expert-level technical support for clients, addressing complex network issues, including network configurations, performance optimization, and troubleshooting connectivity problems. Collaborate with team members to resolve advanced network-related issues.
• Take ownership of escalated network issues from lower-level analysts and provide in-depth analysis and resolution, applying your advanced technical expertise to efficiently resolve complex network problems.
• Create and maintain detailed records of client interactions, network issues, and resolutions in our ticketing system.
• Identify and create detailed knowledge base articles and run books to provide guidance to lower-level analysts. Ensure that all documentation is comprehensive and accurate, serving as a valuable resource for future reference.
• Identify potential network issues and recommend improvements to clients' network environments. Implement proactive solutions to enhance network performance and security, minimizing the risk of downtime and data loss.
• Utilize advanced network troubleshooting skills to detect potential issues and propose enhancements for clients' network systems. Implement proactive solutions aimed at optimizing network performance and fortifying security.
• Lead and participate in network projects, including network upgrades, configurations, and performance enhancements. Collaborate with project teams to ensure successful project delivery and minimal disruption to clients' operations.
• Demonstrate a deep understanding of root cause analysis and implement effective solutions to complex technical network challenges. Act as a resource for the team in tackling intricate network problems.
• Keep clients informed about the status of their network issues, provide timely updates, and ensure a high level of customer satisfaction. Maintain a proactive and customer-centric approach in all interactions.
• Adhere to company policies, procedures, and service level agreements (SLAs) in delivering network support. Ensure all actions and communications align with our company's standards of professionalism and quality.
• Participate in after-hours on-call rotation.

Requirements

• 5+ years of experience providing end user and infrastructure technical support.
• A degree in IT or related fields, or equivalent experience. Advanced certifications (e.g., Microsoft Certified Solutions Expert, Cisco Certified Network Professional) are a plus.
• Proficiency in managing and troubleshooting network systems with experience in Fortinet, Aruba, Cisco, and SonicWall technologies. Knowledgeable in advanced network concepts, server operating systems, virtualization technologies, and cloud platforms. Demonstrates in-depth hardware troubleshooting skills.
• Strong customer service and communication skills, with the ability to explain complex technical concepts to non-technical users. Demonstrate patience and empathy when dealing with clients.
• Ability to lead and mentor junior team members, providing technical guidance and support.
• Relevant IT certifications demonstrating advanced technical expertise, problem-solving skills, and leadership capabilities.
• Stay up-to-date with the latest industry trends and technologies, and contribute insights to the team. Be flexible and adaptive in a dynamic IT environment.

Benefits of being a part of the team

• Family Health Insurance including parents
• Life & Accident Insurance
• Maternity/paternity leave
• Performance-based incentives
• Referral Bonus program
• Exam Fee Reimbursement Policy
• Indian festival holidays
• 5 days working week
• Doctor's Consultation