Position Summary:
Charter, a highly respected and value driven VAR, delivers IT solutions across many technology verticals including routing and switching, data center, cloud, wireless, security and unified communications and collaboration. Partnering with several industry leading vendors, Charter solutions are diverse, flexible and deliver business outcomes. The Network Engineer within Charter Managed Services (CMS), requires someone who can maintain a positive relationship with our client with alignment to client deliverables and timelines. You will be responsible for daily operations, proactive management, technology recommendations, implementing best practices, managing incidents/request while ensuring Service Level Agreements are maintained. You will be the client Subject Matter Expert (SME) and act as an extension of their environment(s) while maintaining accurate runbooks and documentation.
Skills Overview:
The role is diverse in its exposure to technology and vendors. While it is not mandatory that candidates have skills in all of the areas listed below, careful consideration will be given to those that possess previous experience in several areas and desire to broaden their exposure and experience to align with the tactical and strategic directions within Charter.
Charter partners with a number of top technology vendors, including Cisco Systems, Juniper, Extreme, NetApp, Microsoft/Azure and others. We require engineers with planning, design and hands on experience in the following areas and vendors.
Note: This opportunity is available for candidates willing to live and work in-person in the Calgary area.
Responsibilities & Accountabilities:
- Maintain high touch relationships with clients, delivering an exceptional customer experience by representing the client technical environment
- Provide and implement recommendations on systems, application upgrades, and patching
- Assist with delivery of client projects as part of the client’s implementation team
- Perform proactive maintenance tasks and handle technical workload in accordance with our client’s policies, expectations, and customer service commitments
- Identify, diagnose and resolve network problems including connectivity, performance issues, traffic utilization, etc. in a timely fashion
- Provide timely delivery of customer communications regarding service announcements, planned maintenance, disruptions and restoration of services
- Administer and/or triage Service Desk incidents/requests for clients
- Adhere to client SLA through incident/problem resolution and escalation when required
- Maintains accurate runbooks and technical documentation
- Assist in establishing process and identify operational efficiencies
- Support of clients internal and/or external networks as required
- Participate in after-hours upgrades, support, and on-call rotation as required
Qualifications and Experience:
- Bachelor’s degree in related discipline (Electronics & Computer Engineering Technology, Network & Electronics Technician, etc.) from an accredited institution, or equivalent combination of directly related work experience and education
- Minimum of 5+ years of relevant industry experience. Experience working in a Value-Added Reseller (VAR), Solutions Integrator (SI), or Managed Services Provider (MSP) an asset.
- Minimum of 5+ year’s previous hands-on technical experience with Cisco technologies; Familiarity with other leading technology vendors such as Extreme, Fortinet, Checkpoint and F5 are considered assets
- Professional level Cisco certifications (CCNP) or equivalent
- Willingness to pursue additional industry certifications
Essential skills:
- Demonstrated competence with LAN/WAN Routing and Switching, Wireless, and VoIP
- Strong interpersonal skills; proven team player with ability to deliver outstanding service while building and nurturing relationships with clients
- Providing technical leadership and insight to develop secure network environments that reflect client business requirements
- Excellent written and oral communication skills, and able to read and write in English
- Ability to communicate clearly and effectively, both verbally and written, to technical and business personnel
- Authorized to work in Canada.
Working Conditions
- Hybrid Work Environment:
- In the client modern downtown Calgary office location 3 days/week with team
- Remote 2 days/week
- Flexibility as required
- Collaborative environment
- Participate in on-call rotation
- Overtime as required
- Minimal Travel – Less than 10%
If this sounds like the opportunity for you, please apply!
