Network Field Engineer

Job Description

POSITION SUMMARY

This is an In Person position in Niantic, CT - The Network Engineer is to provide all onsite service and support needs for our clients. This role ensures infrastructure stability, enforces company standards, reduces recurring issues, and supports long-term technical maturity across assigned environments. This relates to ALL technology including: desktops, laptops, servers, printers, and vendor specific hardware and software. The Network Engineer is responsible for maintaining the design and integrity of the client network environment.

QUALIFICATIONS

Education / Certifications Relevant IT Certifications: Microsoft, SonicWALL, CompTIA

Bachelor or higher Degree in Information Technology, Communications or related fields desirable.

Work Experience 3-5 years of cumulative and relevant technical experience preferably for an MSP.

Skills or Abilities

Positive communication habits (people skills, listening skills).

Good written, verbal & phone skills.

Ability to translate technical jargon into human terms.

Patience, especially in tense situations.

Eager and willing to help others.

Ability to work on a team.

Ability to multitask.

Strong troubleshooting skills.

Strong knowledge of Desktops, Servers, Mobile Devices, Active Directory, Microsoft Exchange, Office 365, cloud computing, databases, WAN, LAN, VPN, DHCP, DNS, TCP/IP, VOIP, Firewalls, and Switches.

Knowledge of ConnectWise and similar applications a plus

ACCOUNTABILITIES

The Network Engineer provides high level technical support for our Clients. This role ensures infrastructure stability, enforces company standards, reduces recurring issues, and supports long-term technical maturity across assigned environments. The following itemizes some of the specific functions and duties to be performed:

Primary Technician to Clients

Onsite and Remote (from our office) response to Service Tickets as assigned by Dispatcher in a timely manner.

Ask questions to understand the nature of the reported issue.

Provide technical support and resolve problems to the end user satisfaction.

Install, modify, and repair software applications and hardware devices.

Troubleshoot and resolve issues with LAN, WAN, Firewall, Server, and other related systems.

Setup and configure mobile devices for users

Answer general IT-related questions for end users

Clear and concise documentation of all work performed as it occurs

Maintain up to date system documentation of client environments

Become the primary "go-to" person for assigned clients

Work with the rest of the Operations team to support all clients

Assume ownership of tickets escalated from Help Desk

Ticket Escalation

Work in concert with Dispatcher for tickets requiring additional time or resources above the budgeted or schedule time.

Collaborate with other team members when appropriate to find solutions

Other Ability to travel to client sites for up to 70% of the time and spend time in the office for remote work.

Work on projects and take direction from management.

Follow End of Day procedures

Participation in the After Hours Tech On-Call Rotation

Provide ad hoc support to entire Technical Team as needed.

PERFORMANCE METRICS

In addition to the standard HR performance metrics, this position will be rated according to the following criteria:

Technical Skills

Client Satisfaction Results Report

Communications Skills

Peer Reviews

Adherence to SOPs, Policies, and End of Day Procedures

Annual Professional Development Goals

SUCCESS PROFILE

Assigned environments demonstrate increasing stability.

Repeat tickets decrease over time.

Documentation is audit-ready and consistently maintained.

Service Desk capability improves through mentorship.

Technical standards are consistently enforced.

Full-time