As a Network Support Engineer in a Managed Service Provider (MSP) environment, you will be responsible for providing network administration, support, and troubleshooting to a variety of clients across different industries. The role requires strong networking skills, excellent communication, and a focus on delivering high-quality service to ensure client satisfaction. You will be tasked with monitoring, maintaining, and improving network infrastructures, including firewalls, routers, switches, VPNs, and wireless systems.
Network Monitoring & Management: Monitor client networks for issues such as performance degradation, downtime, and security breaches.Proactively address potential issues before they affect the business.Troubleshooting & Support: Respond to network support tickets and incidents.Provide remote and on-site troubleshooting for network connectivity, security, and performance issues.Assist in the diagnosis and resolution of network-related incidents, often under tight deadlines.Network Configuration & Maintenance: Configure and install firewalls, routers, switches, and other network devices.Perform routine network maintenance to ensure the highest level of performance and security.Support VPNs and remote access configurations for clients.Documentation: Create and maintain detailed network diagrams, configurations, and documentation.Document and update network changes as per client requirements and internal standards.Client Communication: Act as a technical liaison for clients, providing regular updates on the status of their network infrastructure.Communicate technical issues and solutions in a clear and understandable manner to non-technical stakeholders.Network Security: Implement and manage security protocols and systems, including firewalls, IDS/IPS, and other security tools.Stay up-to-date with the latest network security threats and ensure that client networks are protected.Collaboration: Work closely with other engineers, helpdesk support, and IT teams to ensure comprehensive network support.Collaborate on projects such as network upgrades, migrations, and optimizations.Disaster Recovery & Backup: Ensure that clients have reliable network disaster recovery plans in place.Support the setup and testing of backup and recovery processes. In-depth knowledge of network infrastructure components such as routers, switches, firewalls, load balancers, etc.Strong understanding of networking protocols (TCP/IP, BGP, OSPF, DNS, DHCP, VPNs, etc.).Experience with network monitoring tools (e.g., SolarWinds, PRTG, Nagios).Proficiency in configuring and troubleshooting network devices from vendors such as Cisco, Juniper, Fortinet, or Palo Alto.Experience with SD-WAN and cloud networking solutions (e.g., AWS, Azure).Familiarity with security protocols, firewalls, and VPNs.Excellent problem-solving and communication skills. Cisco Certified Network Associate (CCNA) or higher (e.g., CCNP).CompTIA Network+ or Security+.ITIL certification (advantageous for MSP environments). 2+ years of experience in network support roles, preferably in an MSP environment.Experience supporting multiple client environments and working with ticketing systems. Ability to work in a fast-paced, multi-client environment.On-call responsibilities for after-hours support may be required.Some travel may be necessary for on-site support depending on client needs.