The R/S Engineer Level 2/3 is responsible for troubleshooting network issues, providing customers with problem management/root cause analysis, and act as an escalation point for highly advanced network-related issues. The engineer will also be required to discuss architectural and design-related issues with the customer base.

Job Duties:

• Facilitate and design architectural platform training and knowledge sharing
• Escalate potential issues (engineering or otherwise) to appropriate managerial personnel.
• Work with the High Touch Team and Application Engineering on necessary monitoring additions and changes
• Develop Engineering Training to help promote Level 1 and Level 2 engineers to the next level
• Provide internal escalation assistance for Day 2 Support Engineers
• Escalate Process and Procedural issues to management personnel.
• Troubleshooting trouble tickets dealing with a broad range of network and security technologies, including but not limited to the following vendors; Arista, Aruba, Cisco, F5, Juniper, Meraki, Palo Alto, Riverbed

Job Requirements:

• Ability to work weekends and non-normal business hours
• Ability to work with little direction
• Ability to work in a fast-paced environment and manage multiple issues simultaneously
• Ability to follow principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to work well within a team

Knowledge and/or Skill Requirements:

• Strong problem management skills
• Strong communication, leadership, and mentorship skills
• Minimum of 5 years of experience troubleshooting the following:
• Cisco Security Products
• Strong technical, client, and customer relations skills
• Cisco Nexus switches
• Cisco Router and Switch Networks
• Cisco Wireless Networks
• Cisco WAN Accelerators.