Engineer: Tier 2 (On-site)

About the Role:

Under the general direction of the Manager, Professional Service, the Engineer will provide clients with remote and on-site support services across North America (and international locations, as applicable) in a wide range of client environments.  Physical Infrastructure design/Installation, wireless design, and hardware configuration are standard tasks the Engineer will perform. Environments can include, but are not limited to, traditional data center facilities, warehouses, office buildings, MDF/IDF closets, headends, and remote outdoor facilities.

*** This is a 100% Onsite requirement with heavy travel***

What You’ll Do:

• Accurately document network infrastructure and design.
• Perform systems engineering, design, analysis, and experimentation of wireless networks.
• Plan, design, engineer, configure, maintain, defend, troubleshoot, and repair classified and unclassified wireless LANs, including wireless access points and their interconnection to the wired infrastructure.
• Provide recommendations for wireless network optimization, additions, and upgrades to meet requirements.
• Perform RF coverage studies, throughput testing,g and wireless site surveys.
• Conduct a root cause analysis of communication issues.
• Lead/assist with proof-of-concept trials with new technologies.
• Develop and maintain standards, reports, and various other types of documentation.
• Determine Wireless Access Point (WAP) placement to optimize coverage across various client environments.
• Conduct client-facing meetings (in person/virtual) in a professional manner.
• Maintain a high level of customer satisfaction.
• Identify building structural components to safely and securely accommodate wall-mounted infrastructure.
• Installation and decommission of all types of enterprise-level equipment and infrastructure in various types of environments.
• Configure various devices (laptops, desktops, servers, switches) with static IP addresses, subnets, gateways, and DNS servers.
• Research /resolve unforeseen problems with little to no consultation.
• Provide guidance and shadowing opportunities for lower-level technicians to ensure adherence to best practices.
• Perform firmware and/or BIOS updates on server, storage, and networking hardware platforms.
• Support lower-level peers in performing crisis management in the event of critical situations or major service outages.
• Provide remote console access to various devices via WebEx, Teams, or Zoom screen sharing.
• Perform basic or pre-defined tasks as directed by the team lead.
• Actively participate during the service transition phase to perform knowledge transfer and documentation.
• Review, report, and maintain accurate records, document all issues/concerns, and submit to the client.
• Assist in performing root cause analysis.
• Determine when/if escalation to leadership is necessary.
• May perform other duties as assigned by supervisor.
• Follow the company's best practices and Standard Operating Procedures.
• Travel is required for physical network installation and configuration.

Qualifications & Interests:

• A minimum of 5 years of experience in enterprise-level network design and support, including: IEEE 802.1, WAN/LAN, optimization, load balancing, routing, switching, QOS, TCP/IP, P2P, and P2MP wireless equipment, with hands-on experience administering Cisco wireless access points and controllers.
• A valid Driver's Licence is required.
• Prior MSP experience desired.
• Thorough understanding of Ekahau Pro Suite and Sidekick functionality.
• CompTIA A+ certification preferred.
• CompTIA Network+ and Cisco CCNA certifications (or equivalent experience preferred).
• Ability to conduct clear and concise communication in English (written and verbal).
• Fundamental understanding of all Office365 products and their operation.
• Strong attention to detail and quality.
• Thorough understanding of subnetting (Ex, 255.255.255.0 = /24)
• Thorough understanding of console connectivity and OOB management.
• Ability to identify power circuits and circuit breakers.
• Ability to properly identify various device port assignments.
• Ability to identify various power receptacle types (NEMA 5-15, C13/14/15, C19/20, L5-20, L6-30, etc.).
• Ability to properly identify various device port types (RJ45-Console, DB9, SFP, RJ45 Ethernet).
• Ability to properly identify various fiber optic cables and optics (LC, SC, FC, Single Mode, Multimode, SR vs LR Optics).
• Ability to properly terminate and test CAT5 and CAT6 cables (Keystones, punch down panels, and ends).
• Ability to properly run power/data cables, label and dress to Trace3 standards.
• Thorough comprehension of fiber and copper patch panel function and A-Z port identification.

• Ability to travel domestically up to 85% - 90% of the time.

PHYSICAL DEMANDS:

This role blends active movement with desk-based responsibilities. Candidates should be comfortable with:

• Standing and walking for long stretches across different areas of the facility.
• Lifting items—sometimes heavy, up to 65 to 200 pounds (assisted)—including navigating stairs and placing objects overhead.
• Occasionally, working from ladders when tasks require elevation.
• Performing physical motions such as bending, crouching, and reaching on a regular basis.
• Sitting for extended periods while handling administrative or computer-related tasks.
• Reading printed documents and screens with clarity, including close-up work and adjusting focus as needed.
• Communicating effectively in person and by phone, with clear hearing and speech.

WORK ENVIRONMENT:

• The job takes place in environments where animals are present, which may involve exposure to pet dander, medical tools, and related substances.
• Travel by car and air (up to 75%) is required.
• Employees will often be surrounded by coworkers and clients, with frequent conversations happening nearby.
• Noise levels and indoor temperatures may fluctuate depending on the setting.