The Network Engineer will report to the Technical Services Manager and is responsible for assessing incoming support requests and addressing them with minimal oversight. The candidate must be comfortable working in a fast-paced environment that is goal-oriented and emphasizes accountability for delivering results. The position will require someone who can multitasking, is an efficient out-of-the-box thinker, and looking to actively add to their network knowledge. Our Network Engineers must be highly proficient with Ruckus Wireless network systems (including SmartZone wireless controllers and Unleashed wireless access points), Ruckus/Brocade ICX switches, FortiGate and Sophos Firewalls.
JOB DUTIES:
- Open tickets and diagnose Tier 1/2 technical support issues with remote clients’ networks
- Program/provision AN Core solutions for deployment at remote sites
- Provide and maintain thorough documentation of client systems
- Perform firmware updates on remote client systems
- Create and manage client contacts/accounts within AN systems
- Foster a spirit of collaboration with clients and teammates by coaching and sharing knowledge
- Learn new technologies and products
- Review alerts from the Access Networks Live Monitoring system and escalate/create tickets using a defined process
- Write/publish articles to increase the team's institutional knowledge
- Prepare tickets for RMA processing
- Occasional after-hours emergency support for remote clients
YOU MUST HAVE:
- 4+ years networking experience and current CCNA certification (or equivalent)
- Advanced understanding of network protocols, firewalls, routers, switching, TCP/IP, STP
- Advanced understanding of wireless local area networks, authentication, security, and encryption protocols
- Experience supporting customer environments in a helpdesk/support capacity
- Able to solve complex technical problems while under pressure and interfacing with clients
- Fanatical attention to detail, including spelling, grammar, punctuation, and capitalization
- Availability nights/weekends as needed
- Able to work in CST or EST hours
WE VALUE:
- Residential custom electronics design/integration experience and familiarity with home automation systems such as Crestron, Savant, AMX, and Control4
- RCWA, RCNA CWNA/CWNP, ICX/Brocade certifications or equivalent experience
- Experience programming and troubleshooting Ruckus solutions
- Experience with remote desktop support applications
- Working knowledge of ConnectWise
- Python, VBScript, JavaScript, or other scripting experience
- Apple or Microsoft certifications
ADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports more than 110,000 customers across residential and commercial markets globally. From security and video surveillance to networking, audio, automation, fire, and connected technologies, ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals. With a global team spanning operations, sales, supply chain, digital, customer experience, engineering, and more, ADI combines deep industry expertise with innovation and service to help customers grow and succeed in an evolving industry. At ADI, our teams help create the technologies, partnerships, and experiences that keep people connected, protected, and supported every day. Learn more at www.adiglobal.com.
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