When you become part of our team, your career opportunities are endless. We offer our team members competitive compensation and world-class benefits. Our culture is easy to live, but hard to describe come see exactly what it means to be a part of High Point Networks.

High Point Networks is a leading provider of information technology solutions in both SMB and enterprise-level markets, servicing customers from coast to coast. We specialize in anything that spans your network, data center, phone system and endpoints with a strong security focus across all things IT. Our Headquarters is in West Fargo, North Dakota with additional regional offices throughout North Dakota, South Dakota, Minnesota, Montana, Nebraska, Oklahoma, and Colorado. No matter where your business is located within the United States, we have you covered.

JOB SUMMARY

The Network Engineer is responsible for proactively monitoring and maintaining network infrastructure across our Network as a Service (NaaS) managed service customer base.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Proactively monitor status, alerts, isolate issues, respond to anomalies, and initiate resolution
White glove service and ownership of the customers wired and wireless network
Monitor live alerts (connection lost, CPU Utilization, Packet Errors, etc)
Respond to reactive service requests/tickets generated by customers
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
Responsible for following the day-to-day organization of NOC policies and procedures
Recognizes and recommends operational improvements to increase process performance
Review firmware and get upgrades scheduled as needed
Review customer configuration against best practices and make recommendations
Active role in pre-sales and discovery
Identify service improvements and additional value

ADDITIONAL DUTIES AND RESPONSIBILITIES

Maintain a world class customer service, perception, and satisfaction
Ability to work within a team and communicate effectively
Escalate service issues that cannot be completed within agreed service levels
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
Develop in-depth knowledge of the service catalog and how it relates to customers needs
Document internal processes and procedures related to duties and responsibilities
Responsible for entering time and expenses in PSA/ticketing system as it occurs
Work through a daily assignments that have been established through the dispatch process
Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry

KNOWLEDGE, SKILLS, AND/OR ABILITIES REQUIRED

Minimum 3 years experience configuring and administering wired and wireless environments (Aruba, Extreme, Fortinet, Palo Alto and SonicWALL experience is a plus)
Managed Services experience; or experience managing multiple, complex environments
Professional IT Certifications
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Self-motivated and responsible with satisfaction in superior customer service
Ability to problem solve under pressure and maintain a high level of accuracy/detail
Ability to multi-task and adapt to changes quickly
Reliable and punctual; prepared and ready to assist customers at the start of your shift
Technical awareness: Ability to match resources to technical issues appropriately
Service awareness of key organizational IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details