Remote - Network Engineer - Well Rounded IT Support

Support Tech LLC is seeking a skilled and motivated Network Engineer to manage and optimize our business-critical network infrastructure, while also playing a key role in providing technical support to our growing customer base. This hybrid role is crucial in ensuring the reliability, security, and performance of our network environment, supporting seamless operations and future growth, and in delivering exceptional technical assistance to our valued customers. The ideal candidate will possess a strong understanding of network technologies, hands-on experience with various networking equipment, a proactive approach to maintaining a robust and efficient network, and the ability to effectively troubleshoot customer network-related issues using support platforms like Zoho Desk and other Zoho One applications.


Applicants should apply directly for this position through our HR Portal. Do not email it will not be processed.
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Finalist Candidates will also need to provide a LOOM VIDEO to show they understand key concepts and has clear spoken English accent.

You may proactively submit a loom video if you feel you have the qualifications. ----------

Responsibilities:

Design, implement, configure, and maintain local and wide area network (LAN/WAN) infrastructure, including routers, switches, firewalls, and wireless systems.
Ensure the stability and integrity of network services, proactively monitoring network performance and addressing any issues that arise.
Implement and manage network security measures, including firewall configurations, access control lists (ACLs), and VPNs, to protect company data and systems.
Troubleshoot network problems, diagnose root causes, and implement effective solutions in a timely manner.
Configure and manage wireless network infrastructure, ensuring optimal coverage and performance for all users.
Collaborate with IT support teams and other departments to understand their network requirements and provide effective solutions.
Maintain accurate network documentation, including network diagrams, configurations, and procedures.
Stay up-to-date with the latest network technologies and best practices, recommending and implementing improvements to enhance network performance, security, and scalability.
Manage vendor relationships for network hardware and software.
Participate in IT projects, contributing technical expertise in network-related aspects.
Assist in the development and implementation of business continuity and disaster recovery plans related to network infrastructure.
Provide technical support to customers, diagnosing and resolving network-related issues remotely.
Utilize Zoho Desk to manage support tickets, track progress, and communicate effectively with customers.
Leverage other Zoho One applications as needed to gather customer information, document solutions, and escalate issues appropriately.
Develop and maintain knowledge base articles and troubleshooting guides for common customer network issues within Zoho Desk.
Educate customers on basic network concepts and troubleshooting steps to empower self-service where possible.
Collaborate with internal teams (e.g., sales, product development) to address customer feedback and identify potential product improvements related to network functionality.
Ensure high levels of customer satisfaction through professional communication, timely responses, and effective problem resolution.

Requirements
Qualifications:

Proven experience in network administration and support.
Strong understanding of networking concepts and protocols (e.g., TCP/IP, DNS, DHCP, VLANs, routing protocols).
Hands-on experience configuring and managing network equipment, including routers and switches.
Practical experience with firewall technologies and security best practices.
Experience with wireless network configuration and management.
Excellent troubleshooting and problem-solving skills with a logical and methodical approach.
Strong communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical audiences (internal teams and customers).
Experience using ticketing systems for customer support (ideally Zoho Desk or similar).
Familiarity with other Zoho One applications and their potential use in customer support workflows is a plus.
Ability to work independently and as part of a team.
Strong organizational skills and attention to detail.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
A customer-centric mindset with a passion for providing excellent technical support.
Preferred Qualifications:

Industry certifications (e.g., CompTIA Network+, CCNA).
Experience with specific network management and monitoring tools.
Familiarity with cloud networking concepts.
Experience with scripting for network automation.
Previous experience in a customer-facing technical support role.
Experience with ZOHO Desk and related applications
Experience with Cisco Equipment
Experience with Ubiquity Equipment
Experience with Sonic Wall

SUBMIT THIS TO ----------

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Okay, here are the requirements for your Loom video intro, focusing on highlighting your skills and industry knowledge as a remote network engineer capable of deploying and supporting SonicWall, Cisco Meraki, and Ubiquiti products:

Loom Video Requirements:

Maximum Length: Keep it concise and engaging – aim for 1-2 minutes max. Recruiters and hiring managers are busy!
Visuals:
Clear Headshot: Start with a professional and friendly headshot in the initial frame.
Clean Background: Ensure a tidy and uncluttered background to maintain focus on you. Good lighting is crucial.
Optional Screen Share: Consider briefly showcasing your home lab setup (if relevant and professional-looking) or a diagram of a network you've designed (blur sensitive information). This can add visual interest but isn't mandatory.
Branding (Optional): If you have a personal logo or professional branding, you can subtly incorporate it.
Audio:
Clear and Concise Speech: Speak clearly and at a moderate pace. Enunciate your words.
Quiet Environment: Record in a quiet space free from background noise. Use a good quality microphone if possible (even your laptop mic can work if it's clear).
Enthusiastic Tone: Project enthusiasm and confidence in your abilities.
Call to Action: End with a clear call to action, such as "I'm eager to discuss how my expertise can benefit your team. Please feel free to reach out."
Main Points to Highlight in the Video:

Your video should quickly and effectively convey the following key points to position you as a strong candidate:

Strong Opening (5-10 seconds):

Introduce yourself clearly: "Hi, my name is [Your Name], and I'm a highly capable remote network engineer."
Immediately state your key area of expertise: "I specialize in the deployment, configuration, and ongoing support of leading networking solutions, including SonicWall, Cisco Meraki, and Ubiquiti."
Highlighting Platform Expertise (20-30 seconds):

SonicWall: Briefly mention your experience with SonicWall firewalls, VPNs (IPSec, SSL VPN), security services (e.g., intrusion prevention, content filtering, anti-malware), and management platforms (e.g., SonicWall GMS). You could say something like: "I have extensive experience deploying and managing SonicWall firewalls, implementing secure VPN tunnels, and configuring their advanced security services to protect network infrastructure."
Cisco Meraki: Showcase your proficiency with the Meraki dashboard, wireless deployments (APs), switching (access and aggregation), security appliances (MX series), and ideally, any experience with their cloud-managed approach and ease of use. For example: "I'm adept at leveraging the Cisco Meraki platform for streamlined network management, deploying scalable wireless solutions, configuring secure switching environments, and managing their intuitive security appliances."
Ubiquiti: Discuss your skills in deploying and supporting Ubiquiti UniFi access points, switches, routers (EdgeRouter/UniFi Dream Machine), and their centralized management controller. You might say: "I'm also highly proficient in deploying and maintaining Ubiquiti's cost-effective and powerful solutions, including UniFi wireless networks, routing, and switching, all managed through their unified controller."
Emphasize Remote Capabilities (15-20 seconds):

Clearly state your experience working remotely and your ability to effectively manage and troubleshoot networks from a distance. Mention any tools or methodologies you use (e.g., remote access software, documentation practices, communication skills). For example: "As a remote network engineer, I'm highly organized and experienced in providing seamless support and efficient deployments remotely. I utilize best practices for remote troubleshooting, documentation, and clear communication to ensure network stability and performance."
Showcase Problem-Solving and Industry Knowledge (15-20 seconds):

Briefly touch upon your ability to diagnose and resolve network issues across these platforms.
Mention your understanding of key networking concepts (e.g., routing protocols, VLANs, subnetting, DNS, DHCP) and security best practices. You could say: "My approach involves a strong understanding of core networking principles and security best practices, allowing me to effectively diagnose and resolve complex issues across diverse network environments. I stay current with industry trends and best practices related to network security and performance."
Quantifiable Achievements (Optional, but strong if you have them - 10-15 seconds):

If possible, briefly mention a quantifiable achievement related to your skills with these platforms (e.g., "Successfully migrated a 50-site network to Meraki, resulting in a 20% improvement in network visibility" or "Reduced network downtime by 15% by implementing proactive monitoring on a SonicWall infrastructure").
Professionalism and Communication (Throughout):

Maintain a professional yet approachable demeanor.
Speak with confidence and clarity.
Make eye contact with the camera (as if you're speaking directly to the viewer).
By focusing on these key points within the suggested time frame and adhering to the Loom video requirements, you can create a compelling introduction that effectively highlights your skills and industry knowledge, making you a strong candidate for remote network engineer roles. Good luck!

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