Network Engineer Senior

JOB SUMMARY:

Provides and maintains network connectivity services for One Call networks. Performs device configurations, internal operating system upgrades, and software upgrades, and deploys network devices including routers, switches, load balancers, and firewalls. Assists with troubleshooting circuit equipment and all other network issues. Monitors, responds, and provides resolution for all network problems and incident tickets. Utilizes a case management system (CMS), documents status updates and problem resolutions.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Follows documented network services processes and procedures; identifies gaps in processes or documentation and suggests improvements.
• Performs customer service duties and responds to customer requests as defined by management.
• Responds to customer requests as defined by management, completing assignments promptly with an acceptable level of quality.
• Troubleshoots network problems and recommends corrective procedures.
• Prepares activity reports as requested by management.
• Identifies opportunities to improve workflow and creates supporting documentation for review by peers and management.
• Maintains network services documentation related to work area.
• Completes network change requests in accordance with service level agreements.
• Maintains network lab and equipment inventory.
• Performs other related duties as assigned.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in technical discipline or related field or the equivalent combination of education, training, or work experience.

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:

• Communicates ideas verbally and in written form clearly, concisely, and professionally.
• Knowledge of network technologies (i.e. routers, switches, load balancers, firewalls, network and routing protocols, DNS).
• Knowledge of basic IT technologies (i.e. operating systems, network devices, software development and architecture).
• Requires knowledge of basic office tools.
• Ability to understand and apply technical concepts.
• Team skills, including the ability to establish and maintain effective working relationships.
• Flexibility, versatility, dependability.
• Ability to work in an environment that aligns with the company's diversity, equity, inclusion and belonging standards.
• Ability to work both independently and in a team environment.
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, and Win Together.

PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:

• This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
• The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
• The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that require speed or productivity.
• The colleague must be able to manage moderate to significant mental stress because of, but not limited to, a dynamic and heavy workload.

Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.

Network Engineer Senior

Career professional role requiring high skill with extensive proficiency – answers and responds to increasingly complex network related questions and inquiries via telephone and electronic messaging systems utilizing established procedures. Works independently with only administrative supervision and the ability to overcome major obstacles and recognize early when issues should be escalated or a senior peer needs to be consulted. Wide latitude for independent judgment and is expected to provide guidance and cross-training to others. Is proactive in identifying potential network services problem areas and recommending solutions. Effectively communicates with all levels of technical and non-technical personnel. Ability to negotiate complex processes and issues with others. Performs network service infrastructure design and engineering, service prototyping, and laboratory experimentation. Contributes to the development, documentation and implementation of standards or guidelines. Expanded knowledge of workers Compensation industry, One Call Care Management’s products and services, and networking terms, concepts, practices, and policies including One Call Care Management’s network infrastructure and architecture. It has a basic understanding of regulatory and audit requirements regarding network services controls. Typically requires a minimum of 5 to 7 years of experience performing hands on network services infrastructure engineering, diagnosing and correcting network problems, and network equipment installation and configuration.