Desktop Support Engineer – Network Lead

Role: Desktop Support Engineer – Network Lead
Location: Remote
Duration: 2 months and 1 week (approx.)

Primary Skills

• Network Infrastructure Engineering: Routing, Switching, Load Balancing, LAN/WAN
• Network Operations & Troubleshooting: Incident Management, Root Cause Analysis, Network Monitoring
• Network Change & Service Management: ServiceNow, Documentation, Configuration Management

 
Job Description
General Duties & Responsibilities

• Configure network devices, perform internal operating system and software upgrades, and deploy network infrastructure including routers, switches, load balancers, and firewalls.
• Follow documented network services processes and procedures; identify gaps and recommend process or documentation improvements.
• Monitor, respond to, troubleshoot, and resolve network problems and incident tickets.
• Document ticket status, troubleshooting activities, and problem resolutions within the case management system.
• Respond to customer requests and provide timely, professional technical support.
• Troubleshoot network issues and recommend corrective actions; assist with troubleshooting circuit equipment and other network-related issues.
• Prepare activity and status reports as requested by management.
• Identify workflow improvement opportunities and create supporting documentation for peer and management review.
• Maintain network services documentation for the assigned work area.
• Complete network change requests in accordance with established service-level agreements.
• Maintain network lab equipment and inventory.
• Perform other related duties as assigned.

Education Requirements

• Bachelor's degree in a technical discipline or related field, or equivalent combination of education, training, and work experience.

General Knowledge, Skills & Abilities

• Strong verbal and written communication skills with the ability to communicate clearly and professionally.
• Strong knowledge of network technologies, including:
  • Routers
  • Switches
  • Load balancers
  • Firewalls
  • Network and routing protocols
  • DNS
• Working knowledge of basic IT technologies, including operating systems, network devices, software development, and architecture.
• Proficiency with standard office tools.
• Ability to understand and apply technical concepts.
• Strong teamwork and relationship-building skills.
• Flexible, versatile, and dependable.

Role Level / Experience
This is an advanced-level network infrastructure role requiring extensive hands-on experience and the ability to work independently on complex network environments.
The engineer will:

• Handle complex network-related questions, incidents, and technical issues.
• Work independently with limited administrative supervision.
• Mentor other team members and serve as a technical role model.
• Communicate effectively with both technical and non-technical stakeholders.
• Participate in strategic planning and technical direction.
• Develop, document, and implement network standards, guidelines, processes, and procedures.
• Support highly visible, sensitive, and business-critical systems.
• Demonstrate extensive knowledge of TCP/IP networking, Layer 2/Layer 3 switching, server load balancing, routing protocols, and LAN/WAN technologies.

 
Required Experience

• Typically 7–10 years of hands-on experience in network services infrastructure.
• Strong hands-on experience with enterprise network infrastructure, troubleshooting, network operations, and change management.