Network Specialist  

As a Network Specialist, you will be responsible for providing quality technical support for our growing client base. You will diagnose problems and troubleshoot the network product line, including wireless access points, security appliances, routers, and switches. Our Network Specialists are foremost problem solvers passionate about networking, and we seek talented, enthusiastic and tech-savvy individuals to build upon our rapidly expanding IT Services Group. A Network Specialist focuses on the basic router/switch and Software Defined WAN (SDWAN). Characteristics of success in this role include previous experience in supporting or testing LANs, VLANs, VPNs, NAT devices, or DHCP servers; experience installing and troubleshooting WiFi networks; and having the ability to multi-task and work under pressure.

• Effectively communicate with third parties such as partners and customers regarding technical issues and customer service inquiries, both orally and in writing.
• Diagnose and troubleshoot wireless, security, switching, and other various network-related issues reported by customers and partners.
• Own each customer case from initial creation to resolution.
• Collaborate with other support team members to fix network outages, misconfigurations, and complex networking issues on customers' devices.
• Read and analyze packet captures.
• Work with the team to diagnose and resolve critical, escalated issues.
• Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
• Stay up to date on network product features and technology by attending lunch and learns, participating in workshops/conferences, and keeping up with enterprise and cloud networking trends.

• Fundamental understanding of and hands-on experience with network technologies including firewalls, content filters, routing/switching, VLANs, and 802.11a/b/g/n/ac wireless.
• Thorough comprehension of fundamental networking protocols including TCP, STP, ARP, Ethernet, OSPF, etc.
• Experience supporting or testing LANs, VLANs, WLANs, VPNs, NAT devices, &/or DHCP servers.
• Outstanding English language written and verbal communication skills and comprehension.
• Experience in computer networking related problem solving, critical thinking, and troubleshooting.
• Working towards or have a bachelor's degree in Computer Information Technology, Information and Computer Technology, Networking and IT Security, or a related discipline. Complete degree necessary to begin work.
• Networking certifications a plus: CCNA, CCNP CWNA, etc.
• Technical knowledge in Wifi, Load Balancing and Application Delivery, Ethernet Switching, ACI, API, Two Factor Auth, Malware Sandboxes, Mail Gateways, Web Application Firewalling, Cloud (AWS, Azure, etc), SDN, NFV, Virtualization, Centralized Management, SIEM, and Data Center redundancy APIs, Python, Openstack are considered assets.
• Ability to clearly and concisely articulate matters to third parties.
• Outstanding customer service skills.
• Excellent account management, follow-through, and attention to detail.
• Ability to multitask and work under pressure.
• Strong technical troubleshooting skills desired
• Strong presentation skills
• Strong communication and writing skills. Previous experience on responding to RFP's is beneficial.
• White board skills are beneficial.
• Previous Vendor or Reseller experience is an asset.