Network Engineer II

Baltimore, Maryland, United States | Managed Services | Full-time | Partially remote


Job Purpose

Responsible for providing Tier 1, Level 3 I.T. support, project and design services in our managed services division.  You will be solving IT issues that are not able to be solved by our user support operations center utilizing Tier 2 and 3 resources as well and working directly with our client's IT staff and POC. Directly involved in the network/system design and intallations process. 

Main Responsibilities


  • Identify, isolate and troubleshoot level 3 I.T. related problems.
  • Assist Tier 1 Levels 1,2 support teams with user tickets and answer phones for Tier 2 support directly with client IT teams.
  • Log and track customer requests using a problem-tracking tool. As appropriate, escalate problems to 2<sup>nd</sup> and 3<sup>rd</sup> level support teams and outside support vendors.
  • Follow up on requests according to Service Level Agreements.
  • Work with Remote Support and Monitoring tools such as Connectwise Automate (Labtech), Solarwinds, and Microsoft SCCM/Intune.
  • Analyze and where appropriate reproduce problems that have been reported to the Service Desk, documenting steps required to reproduce
  • Foster excellent relationships and communications with Customers, Teams, and Vendors.
  • Can heavily research problems and express a solution consistently and correctly in writing and do so with good grammar, spelling, and overall good written communication skills.
  • Can handle more than one assignment at once
  • Provide intermediate level support for the Microsoft suite of products (Word, Excel, Access, Project, Publisher, Power Point, Windows 7 or higher, Internet Explorer, Visio) and Desktop applications (Microsoft Outlook, Trend Micro Antivirus, VNC, Active Directory)
  • Provide first level support on the following hardware: Servers, Laptops, Desktops, Notepads, Mobile Phones
  • Provide second level MS Exchange, Office 365 and Google G-suite Administration functions: add new users based upon established standards, and establish and reset user passwords as needed.
  • Provide first level Firewall support
  • Provide onsite support to clients as needed.



Working Relationship & Contacts


  • You will be in direct contact with customer liaison and the users of the customer’s network.
  • You will be in contact with MSP team members for the customer, including the lead consultant (vCIO) for the customer.
  • Communicate with Operations Manager and the Service Desk manager .


Personal Requirements:

  • Minimum 5 years of college or equivalent work experience preferred
  • CCNA, CCDA, MCSE, MCSA  preferred but not required
  • Professional presentation and phone manner
  • A strong understanding of how a network environment operates and how applications function within the environment
  • Strong understanding of WAN, LAN and TCP/IP. Knowledge of Cisco or Fortinet routers preferred, although not required
  • Must be consistently punctual, dependable and reliable
  • Presents ideas and initiatives both formally and informally
  • Persuades and influences for results
  • Accepts ownership of the problem until it is resolved
  • Generates new ideas leading to opportunities or cost-savings
  • Shows awareness of global trends and new developments in information technology and networks, including standards, protocols and architectures
  • Some telecommunications experience, in particular IP telephony
  • Able to work independently. Strong organizational skills with attention to detail and the ability to prioritize
  • Strong interpersonal and collaboration skills, resourceful and proactive team member