Job Description

Network Engineer

San Diego, California | Onsite

Position Summary

The Network Engineer delivers, monitors, maintains, and configures network equipment, services, and solutions that support client networking systems and environments. This role performs day-to-day field installation, configuration, service, preventive maintenance, upgrades, and decommissioning of dedicated and shared data infrastructure, including network and telecommunications equipment.

Key Responsibilities

• Identify, research, analyze, diagnose, resolve, and close escalated technical issues accurately and within established service levels.
• Provide data center and data hall floor support, including equipment installation, turn-up, preventive maintenance, upgrades, lease replacements, and decommissioning.
• Review log files, assess overall network health, and monitor network performance using SolarWinds NPM, NCM, IPAM, NetFlow, PingPlotter, MIBs, and OIDs.
• Respond to network outages and troubleshoot LAN and WAN environments during primary shifts and after-hours on-call rotations.
• Coordinate with vendors, carriers, manufacturers, and field service resources to support remote sites and resolve incidents requiring advanced support.
• Perform incident, problem, configuration, and change management activities.
• Support network projects, including solution design, equipment ordering, new-device configuration, deployment, and lifecycle replacement.
• Provide customer support by testing network connections, installing equipment, and completing service activation and turn-up activities.
• Handle second-level troubleshooting, operating system upgrades, and configuration-system layout planning.
• Schedule and perform maintenance and system upgrades for network infrastructure.
• Assist Network Engineering with the design and configuration of switches, routers, firewalls, wireless systems, and load balancers.
• Provide comprehensive diagnostics, root-cause analysis, and accurate problem resolution; document findings for future troubleshooting and analysis.

Service Delivery and Operational Excellence

• Assess service requests and determine when field resources are required through established incident-management, dispatch, and service-desk processes.
• Escalate unresolved issues requiring advanced manufacturer or carrier support in accordance with prescribed procedures and service levels.
• Monitor service-desk ticket volume, identify trends, document findings, and ensure timely closure of assigned tickets.
• Use ServiceNow and related service-delivery systems and tools to execute service-desk activities efficiently.
• Follow escalation and exception processes, report current performance, and recommend improvements.
• Maintain a client-focused environment centered on problem prediction, detection, and resolution; proactively remove barriers to meeting client expectations.
• Document issues, action plans, and outcomes promptly while meeting client-satisfaction objectives and internal and external service-level agreements.
• Recommend and support initiatives that simplify, automate, and improve daily service-delivery operations and the client experience.
• Research technology, market, and industry trends and benchmarking data to identify and implement relevant best practices, methodologies, and analytics.
• Continuously develop technical and nontechnical capabilities across supported products and services.
• Contribute to collaborative relationships across operational teams, departments, and organizational levels.
• Meet applicable financial objectives and leadership-established key performance indicators, taking corrective action when needed.
• Perform other duties as assigned.

Qualifications

Education and Experience

• Bachelor’s degree in Engineering, Information Technology, or a related field preferred; equivalent relevant experience will be considered.
• At least five years of technical support engineering experience in a call-center environment, with required experience in the technology-services or managed-service-provider industry.
• Demonstrated experience supporting data center floor operations and production, high-availability network environments.
• Experience coordinating multiple vendors to support work at remote sites.

Technical Expertise

• Ruckus LAN and WLAN environments, including Ruckus ICX 7150-48PF access switches and ICX 7650-48F core switches.
• Sophos WAN solutions and firewalls.
• Cisco Application Centric Infrastructure (ACI), Cisco Identity Services Engine (ISE), Palo Alto firewalls, 802.11 wireless environments, IPS/IDS, network access control (NAC), and F5 load balancers.
• Strong Layer 2 and Layer 3 networking knowledge, including cabling, LAN, WAN, telecommunications access methods, and legacy networking technologies and system interdependencies.
• Operational understanding of SD-WAN technologies and solutions.
• DNS-based Global Server Load Balancing theory, global and local load balancing, SSL acceleration, HTTP compression and caching, and DNS in high-availability infrastructure.
• Cloud and virtualization technologies preferred.

Certifications

CCNP, CCNA, CCIE, MCSE, or a related certification is preferred.

Professional Competencies

• Excellent troubleshooting and problem-solving abilities, with demonstrated success in root-cause analysis and timely, accurate issue resolution.
• End-to-end process thinking with experience in business-process and workflow design.
• Ability to understand client requirements and individual preferences and develop creative, practical solutions.
• Ability to work effectively across functional groups to optimize product and service delivery and provide a seamless internal and external client experience.
• Working knowledge of supported product and service offerings and a commitment to continuously applying industry best practices.
• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, SharePoint, ERP systems, ServiceNow, and related cloud-based technology platforms.

Work Arrangement

• Onsite position in San Diego, California.
• Supports a pharmaceutical client; pharmaceutical or healthcare industry experience is strongly preferred.