THE HIGH LEVEL

The IronCare team is looking for a Tier 2 Network and Security Engineer on our Managed Services teamon 2nd shift(Sun-Wed, 10am-9pm)that is responsible for managing the entire customer lifecycle across a broad customer base. Primarily responsible for technical troubleshooting, incident management, and customer communication.

WHAT SUCCESS LOOKS LIKE?

• Uses network management, monitoring and trouble isolation tools to gather information and interpret data in order to successfully identify, understand and resolve network problems and improve network performance.
• Monitors and assist with Engineering-related projects and work related to maintenance operations.
• Maintains and improves network monitoring tools and techniques and reviews with internal resources to ensure all systems and tools are being monitored properly.
• Assists and executes Proof of Concept (POC) tests in the laboratory to validate network design concepts and/or custom software solutions. This includes the creation of a test plan and results document.
• Remotely responds to and quickly diagnoses LAN/WAN issues related, but not limited to Cabling problems, Circuit issues, VPN tunnels, Failover, and Firewall Policies.
• Performs lab validation of proposed technology and services and assists in identifying and developing support processes, and training required to support that technology.
• Develop additional skills and abilities and willing to attend trainings for new or existing products, equipment, and services depending on customer requirements.
• Develops, maintains, and executes testing plans related to (technology) prior to and after upgrades.
• Identifies trends or chronic issues & work toward root cause & resolution.
• Performs initial assessment of high-impact issues and outages
• Works with a team, leads, and colleagues to solve problems independently via support resources (documentation, searches)
• Provides regular and adhoc system performance data to management and customer as needed
• Proactively identifies impairments, problems, or areas for improved efficiency
• Performs regular system health checks to confirm optimal system performance
• Creates and follows knowledge base documentation for customer issues and internal processes
• Works with department leadership to suggest, enact and deploy new processes and procedures.
• Provide excellent customer service to internal and external technical and non-technical customers utilizing ServiceNow ticketing system.
• Adhere to shift-schedule and communicate to leads and management for unscheduled breaks / leave
• Performs on-call rotation (typically 1 week per 2 months)

WHAT YOU'LL BE DOING

• We'd prefer if you had around 4 years of experience working with Palo Alto Firewall Management via Panorama or comparable experience.
• You have a strong understanding and ability to troubleshoot the following: Cisco (layer 2 & 3), WAN technologies, and have a basic understanding of modern SD-Wan technologies.
• You have excellent customer service skills and able to maintain professional demeanor at all times.
• Strong ability to execute based on requirements
• Strong written and verbal presentation skills
• You're reliable and love to be a part of a dynamic team
• We'd like it if you have Cisco Certification (CCT, CCNA, or higher) and/or CompTIA (Network+, Security+)
• HS diploma required. Advanced degree preferred
• US Citizen, you should be able to obtain Public Trust or secret level government clearance

YOUR VALUE PROP FOR OUR TEAM

• You have a passion for technology and you're tenacious when it comes to fixing tech issues.
• You're a self-starter, comfortable working independently and capable of managing day to day operational requirements.
• You have strong customer service and documentation skills

WHY YOU'LL LOVE IT!

• You get to be a creative, problem solver in a dynamic, fast paced environment while working with various technologies.
• Iron Bow is rapidly growing and with growth comes opportunity for all.There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success.

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