Senior Network Engineer

Job Description

Job Description

Built on service. Powered by people.

Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.

What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.

The TOC Senior Network Engineer will be part of the Impact Networking MIT organization under Service Operations.

This role involves customer support for network issues following Impact’s incident, request, and change management processes. Responsibilities include monitoring, triaging, troubleshooting, collaborating with third-party vendors, and handling layer 1-3 incidents, change orders, and service requests with routers, switches, firewalls, load balancers, and DNS.

• Provide world-class customer support and technical expertise for Impact Networking customer environments

• Manage network incidents through to service restoration, resolution, and closure.

• Engage customers, additional internal teams, and external vendors as required

• Customer and core infrastructure monitoring:

  • Learn alarm management platforms, functions, and terminology

  • Verify validity of alarms and follow troubleshooting procedures as outlined

  • Work with remote locations on verification and resolution of alarms

• Follow outlined procedures for customer notification and escalation

• Provide a technical network interface with customers

• Review network requirements and engineering concerns associated with customer requests such as equipment configuration, and operational impact

• Perform network configuration changes in response to client issues

• Perform root cause analysis on network problems

• Identify chronic problems and take action to identify and resolve the root causes

• Review logs and performance reports for emerging problems and initiate preventive action

• Build a base familiarity with the client base (customer intimacy)

• Act as a technical training resource and escalation point for peers and other internal teams

• Maintain technical expertise and required industry certifications and stay current with new and emerging networking technologies

• Create, update, and maintain technical documentation and network diagrams for managed client systems

• 5+ years of industry experience in a production support role for an enterprise or managed service provider (MSP) environment

• Solid operational support experience and technical troubleshooting skills

• Working knowledge of routing protocols including BGP4, OSPF, ISIS and knowledge of the Internet concepts and routing architectures is required

• Working knowledge of spanning tree and layer two switching concepts is required

• Working knowledge of load balancing, routers/routing protocols, firewalls, switches, and DNS.

• Demonstrated experience:

  • Enterprise network and firewall platforms, including Cisco, Fortinet (FortiGate), SonicWall, and Palo Alto Networks

  • ITIL and Service Management

  • N-Able or similar RMM tools

  • Knowledge of HaloPSA Platform, preferred

  • Proficiency with documentation management platforms

  • Must have working knowledge of event and incident management systems including support for Incident, Change, and Request for Information requirements

  • Strong communication skills and customer-service focus

  • Excellent time-management skills

  • Excellent writing and verbal communications skills

  • Ability to communicate and work directly with customers to identify and resolve technical issues

  • Ability to execute sound judgment and take initiative

  • Ability to work under pressure and manage multiple priorities

• Desirable Education/Certifications

  • Cisco Certified Network Associate (CCNA) or Cisco Certified Networking Professional (CCNP) preferred

  • Microsoft Certified: Azure Network Engineer Associate

  • CompTIA Network+, CompTIA Security+

  • Bachelor’s degree in business management, Computer Science, or equivalent work experience

Behaviors define what our core values look like in action. Leaders are expected to model them; teams are expected to live them:

• Innovation: We embrace change because innovation lives outside the comfort zone.

• Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.

• Honesty: We are fiercely transparent and consistently honest.

• Fun: We fuel work with fun, knowing life's too short for boring.

• Low Ego: We champion ideas over titles, because brilliance knows no rank.

• One Team: We win as a team, we lose as a team, we are one team.

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs.

Impact may offer applicable incentive compensation plans depending on role and/or department.

Full compensation details can and will be discussed with an Impact Talent Acquisition team member at the start of the interview process.

• 5-year Tiffany & Co. Gift Card or Custom Menswear, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards

• Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave

• Development and growth opportunities with on-going training & continued education reimbursement

• 401(K) & retirement plans with complimentary financial advisory services

• Comprehensive health, disability, life, dental, and vision plans

For full benefit information, visit

Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in select cases based on business need, cost, workforce planning, and applicable government requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements.

Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a “U.S. Person,” as defined by law, or otherwise be eligible to obtain any required government authorizations.

Compensation Range: $105K - $125K