Technical Support Engineer

Title: Technical Support Engineer

Location: Philadelphia, PA

Duration: 12 Months Contract

Job Description:

·         The selected candidate will be responsible for providing technical support for planning, designing, maintaining, and integrating local and wide area network infrastructure and will have input into the edge networking architecture deployed throughout the Enterprise. 

·         The selected candidate must be able to communicate well and needs to be a highly technical and eager individual with numerous years of experience in a large environment. 

·         CCNA and CCNP certificates or higher are preferred, but candidates with demonstrable levels of commensurate hands-on experience will be considered. 

Description of duties:

• Installs, configures, maintains, and manages network infrastructure consisting primarily of switches, routers, firewalls, Silver Peak SD-WAN edge appliances, wireless infrastructure, cellular-based appliances, and all associated hardware and software. 
• Performs network management functions utilizing various industry tools to monitor, test, verify, troubleshoot, and resolve complex network problems by working with users, service providers, business partners, and others to resolve problems. 
• Supports the planning and design of LAN/WAN network architecture including: 

• Network bandwidth analysis and capacity planning.
• Detailed specifications and schematic engineering drawings for network enhancements and modifications.

·         Assists the Edge Networking Control team in the execution of planned deployments and upgrades and supports change management efforts within the edge networking group.

·         Coordinates change management efforts with the Edge Networking Operations and Control teams.

·         Participates in Service Now trouble ticket resolution and reporting.

·         Assists in the rollout of pilot/ new network technology applications to meet operational needs.

·         Ensures that assigned edge networking trouble tickets or incidents follow established processes and are fully documented within Service Now.

·         Proactively identifies and troubleshoots issues related to complex network problems and works them to resolution, including communication to other networking teams.

·         Participates with the Edge Networking Control team in the evaluation of, and makes recommendations on, new and emerging technologies as part of the ongoing hardware refresh cycles championed by the Edge Networking Solutions team.

·         Evaluates current and future network needs and prepares technical solutions and recommendations. 

·         Reviews the development of configuration standards.

·         Participates in the design of highly complex networks as well as makes recommendations to optimize the edge network for maximum efficiency.

·         Ensures that all existing and new networks meet or exceed the security requirements set forth by OA.

·         Assists in the creation of Visio diagrams of the edge network to document new and existing network elements, especially those deemed specialty/ field networks.

·         Maintains documentation for the configuration of network components including setup, installation, and overall deployment of network hardware and software.

·         Supports remote IT staff with network-related issues and deployments.

·         Supports agency operations staff and business partners with network-related issues as needed.

·         Communicates effectively both verbally and in writing with other employees, vendors, and business partners.

·         Maintains a working knowledge of network monitoring tools and automation. 

·         Performs other duties as required.

Ada requirements:

Equipment in use in Job Performance:  Personal Computers, servers, network components, telephones, calculator, copy machines, printers, faxes, cell phones and common writing devices.  Must be able to lift 50 pounds.  Must be able to work from a step ladder.

Job location:

Telework is an option for this position, as is working from a structured office setting at the nearest approved Commonwealth-owned facility.  Occasional attendance at various meetings, conferences, and training sessions, as well as overnight travel, is required. 

***Only candidates currently residing within Pennsylvania will be considered for this position.***

Decision making:

Appropriately manages time and engages other edge networking teams as needed or required.  Overall performance of the network team and availability/performance of the network and customer satisfaction are factors used to determine level of success. 

Essential Functions

1.            Obtain and maintain CJIS clearances

2.            Operate telephones/cell phones

3.            Operate a PC and peripherals/ servers and network components

4.            Operate motor vehicles and maintain a valid PA driver’s license

5.            Excellent oral and written communications skills using the English language

6.            Read and comprehend technical literature

7.            Lift equipment up to 40 pounds

8.            Ability to assess issues/problems and make appropriate decisions for resolution

9.            Stay current with new and emerging network-related trends and technologies

10.         Provide outstanding customer service

Network Routing                                                            required                                                       4-5 years

Network Switching                                                         required                                                      4-5 years

CCNP                                                                              desired                                                     2-3 years

SD-WAN                                                                          beneficial                                                    2 years

Loga Mathi

Sr Technical Recruiter

Ph: (916) 272-1163 Ext: 205; 916-673-6509

Email: loga at agileglobalsolutions dot com