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Role Description

Network Engineers provide high level technical support to clients for complex technical issues and requests, focusing on minimizing downtime and ensuring consistent, quality communication while providing a positive client experience. This position reports to an Escalations Manager.

• Provide an IT experience that clients love
• Provide Level 3 support to new and existing clients
• Responsible for Emergency Response to client outages
• Act as escalation point for Service L1 and L2
• Responsible for ticket ownership through discovery, resolution, and future mitigation as well as participation in RCA process
• Responsible for managing daily workload to ensure client issues and requests are addressed in a timely manner
• Responsible for consistently providing accurate service ticket notes and time tracking
• Responsible for ensuring clients and key players are consistently updated on the progress and next steps of their issue or request
• Responsible for creating and maintaining documentation
• Responsible for meeting or exceeding departmental KPI's

Qualifications

• 10+ Years Technical Support Experience (5+ years MSP Experience Preferred)
• Experience with On-Premises Virtual Networking (VMWare/Hyper-V)
• Experience with Cloud Based Virtual Networking (Azure/AWS)
• Expert knowledge of TCP/IP networking and troubleshooting
• Experience with DNS Management and best practices
• Experience with SonicWall, Fortinet and Meraki firewalls (preferred)
• Experience with SonicWall, HP and Cisco switches (preferred)
• Ability to develop creative solutions for complex environments and client needs
• Ability to communicate effectively
• Ability to prioritize multiple tasks effectively
• Ability to work independently and in a team environment
• Microsoft, AWS, SonicWall, Cisco, Fortinet, and other IT vendor certifications are highly desirable.

Requirements

• Hours for this role are Monday to Friday 8AM-5PM OR 9AM-6PM EST
• The salary for this position is $80,000+ (negotiable based on experience)
• This is a remote position

Company Description

We are Sourcepass, an IT consulting company (MSP) with a rich history of providing network support and innovative solutions since 2001. Our expertise spans IT services, cloud computing, and security, that tailor the right technologies to specific industries and business strategies. Sourcepass aims to be different. It is owned and operated by technology, security, and managed services experts who are passionate about delivering an IT experience that clients love.

• Sourcepass has acquired and continues to acquire companies across all avenues of technology bringing more than 40 years of expertise to all of our service areas.
• Today, Sourcepass comprises over six hundred employees serving more than two thousand clients across twenty unique vertical markets.
• Named to the Inc. 2022 Best in Business list
• Honored with two 2023 Stevie® Awards
• Listed on CRN’s 2023 Solution Provider 500
• Recognized in Gartner’s 2024 Magic Quadrant™
• Awarded PAX8's 2024 Partner of the Year
• Designated as Microsoft CoPilot MVP