• Provides telephone, electronic or in person Level 1-3 technical support for the determination and resolution or escalation of basic, advanced, and expert technical problems related to network infrastructure and communications.
• Installing and configuring various networking equipment
• Maintaining computer networks including various appliances, firewalls, switches, wireless access points, VPNs, routers, and other physical hardware.
• Creating firewalls and updating rules and data security systems to keep data and communications protected.
• Troubleshooting, resolving, and communicating networking issues to other employees and management.
• Maintaining current knowledge and understanding of security and networking best practices to offer the best solutions and protection to company systems.
• Work closely with the manager to determine future network needs and plan for network changes.
• Develop methods and tools to be used to test and implement new LAN/WAN equipment.
• Troubleshoots problems using desktop remote control products where possible and documents all services provided.
• Document solutions to tasks to create and maintain knowledgebase.
• Uses effective verbal and written communications when dealing with customers.
• Invokes proper escalation procedures when required to coordinate resolution of issues.
• Learns and thoroughly understands the client'stechnical environment while maintaining competency and enhancing professional growth and development through continuing education and conferences.
• Works closely and effectively with other IT technical staff and management.
• Performs other duties as required.
• Has experience with Fortinet products and solutions.
• Has experience using Nozomi, FortiEDR, OPmanager or other network monitoring systems.

• Bachelor's degree in Computer Science or MIS, and/or 6+ years equivalent work or military experience
• Strong preference will be given to those with relevant network certifications.
• Ability to create, present and maintain network topology content with cadence.
• Experience with Fortinet equipment and solutions.
• Experience with Meraki and Cisco equipment and solutions.
• Experience in a regulated organization greatly valued.
• NERC and/or experience in the energy sector greatly valued.
• Experience working in an IT/OT environment.
• Experience with OSPF, VLANS, SDWAN
• Experience creating and maintaining Firewall Policies and access.
• Able to work independently and in a team-oriented, collaborative environment with the desire to better the environment.
• Experience with Network Monitor applications.

• Ability to conduct research with an analytical mindset and disposition towards resolution.
• Effective interpersonal skills and relationship-building skill.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization's goals and objectives.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated with the ability to effectively prioritize and execute tasks under pressure.
• Strong customer-service orientation.
• Driver's license in good standing.

Physical Demands:

• On-call availability for 10 days per month
• Hybrid work environment, minimum of 3-day onsite work week
• Sitting/standing for extended periods of time

Last updated on Sep 26, 2023