Job Title

Primary Responsibilities • Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution for a particular incident affecting the network. • Review of incident post-mortem and providing RFOs both internally and externally as necessary to inform them of resolution • Perform rapid analysis of networking incidents and consistently demonstrate the ability to determine the cause • Ability to handle diverse infrastructure/network environments in a wide cross section of business clients • Develop client standards based on Thrive best practices and document as well as evaluate needs across client base • Troubleshoot and research infrastructure/network level issues and network level issues independently • Vast technical understanding and ability to understand escalation notes and quickly determine and resolve complicated technical issues • Monitor the service desk service board for escalated service cases • Prioritize cases escalated from Network Engineers • Ensure that open service cases are escalated and addressed appropriately from Network Engineers • Follow Thrives’ best practices for escalating cases from Network Engineers • Escalate when necessary senior most engineer for further review/troubleshooting • Work with internal teams to provide consulting to clients on infrastructure/networking best practices • Provide escalated support, mentoring, and technical leadership to other engineers in the department • While working in client environments, identify opportunities for improvement and capture those opportunities in central information system • Identify reoccurring issues that are being dealt with in the support center and develop a plan to resolve via problem management • Constant review of security best practices in relation to client environments to uncover and proactively resolve any potential risks through change management • Work directly with Team Lead to implement designated standards across customer base to improve service delivery • Resolution of incidents related to, but not limited to the following: • Infrastructure/Networking issues including but not limited to: SSLVPN, Site to Site VPN, Access Rules • Design, deploy, and maintain client LANs, WANs, and wireless networks, including routers, firewalls, and switches. • Secures network system by establishing and enforcing policies and defining and monitoring access • Provide upgrade recommendations on new and existing equipment, hardware, and software upgrades • Monitor network performance and troubleshoot problem areas as needed. • Monitor and test network performance and provide network performance statistics and reports. • Updating network equipment to the latest firmware release Basic Qualifications • Bachelor’s Degree, Technical Degree or equivalent work experience • Excellent problem solver; able to prioritize and coordinate between tasks • 6+ years network support experience • Self-motivated, has ability to work independently and in a team environment • Experience designing network architectures inclusive of LAN/WAN networking • Experience troubleshooting network configuration and hardware issues • Knowledge and experience with infrastructure/network technologies • Excellent written and oral communication skills • Ability to articulate technical information and convey to non-technical people • Excellent customer service skills • Ability to follow previously documented process while notifying management of variables that have not been clarified • Is available to work after hours when necessary or for on call rotation if applicable • Must be able to work effectively in a team environment as well as alone Preferred Qualifications • CompTIA Net + • CCNA • NSE 4• NSE 7