IT Network Engineer
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Position Title: Network Engineer

Job Location: Clark Freeport Zone, Pampanga

Why we’re awesome?

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

Our client roster includes Sports Illustrated, HotelTonight, Warner Music/Level, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Job Responsibilities:

  1. Investigate, recommend and implement enhancements and operating procedures that improve network availability and performance for both SupportNinja and clients (extranet/DMZ peering).
  2. Support the IT team during the transition into production for new clients and services.
  3. Deployment of WAN circuits, including MPLS and P2P/IPsec VPN circuits.
  4. Coordinate other technical and PM resources to deliver solutions that follow best-practice standards.
  5. Use project lifecycle methodology including the creation of charters, budgetary estimates, technical project plans, and detailed network documentation. 
  6. Participate in the strategic planning process and assist with managing strategic vendor relations.
  7. Participate in team initiatives for new technology introductions/deployments, and establish standard architectures that align with best practice principles.
  8. Provide Tier 3 engineering support during critical operational incidents and ensure the stable operations of the LAN, WAN, and routed networks (OSPF, BGP), in a 24x7x365 uptime environment.
  9. Acts as the situation manager, to remediate unplanned events that adversely impact the network or client connectivity. 
  10. Improve and maintain current network infrastructure and leverage the manufacturer for advanced support.
  11. Maintains, optimizes, and reacts to industry-leading enterprise monitoring tools
  12. Manage the enterprise firewalls, administering the filters and rules for network integrity.
  13. Will function in a customer-facing role and therefore expected to be approachable, service-minded, and articulate in communicating complex technical issues and plans for remediation.
  14. Maintain network availability for redundancy and resiliency.
  15. Understands and accounts for peak load, manages peak load events, etc.
  16. Follows Standard Operating Procedures (SOPs) for operational efficiency.
  17. Participate in security audits of the network system and improve the security posture.
  18. Support and resolve PCI, SOC2, HIPAA compliance regulations as it relates to the global network.
  19. Tests disaster recovery both on a global and on a site-by-site basis. Also to partner with clients to validate network resiliency between data centers and the client under review

Qualifications:

  1. Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course.
     
  2. CCNA, CCNP, CCDP, CCSP, CCIE is a plus. Preferably ITIL certified.
  3. 7-10 years IT Systems experience in an admin/sup/managerial role
  4. Excellent working knowledge of I.T. systems and equipment as well as their installation, administration, configuration, maintenance, and repair.
  5. Working knowledge of I.T. requirements/demands in a call center/business process Operations and organization, particularly in the area of Operations support.
  6. In-depth understanding of  OSPF, BGP, VPLS and MPLS and various routing technologies
  7. Experience with NX-OS, IOS, SD-WAN, PANOS, or FTD 
  8. Experience with at least 2 of the following compliance requirements: PCI DSS, SOC 2, HIPAA/HITRUST, and ISO 27001.
  9. Background in monitoring tools such as ThousandEyes and Solarwinds
  10. Working knowledge to troubleshoot all layers of the OSI model
  11. Understanding of security best practices.
  12. Fluency with advanced networking: Ethernet, TCP/IP, HTTPS/SSL, NTP, QoS, SNMP, ACS/TACACS, VPN.
  13. Knowledge of VoIP and Video protocols: SIP, MPEG4, H.264 
  14. Proficient knowledge of protocol analyzers (e.g. wireshark)
  15. Customer-oriented mindset and willingness to engage
  16. Ability to juggle multiple responsibilities; understanding of prioritization
  17. Knowledge of telephony concepts as they apply to network
  18. Knowledge of IP fundamentals and IPv6
  19. Strong leadership and managerial skills.
  20. Project management skills.
  21. Excellent oral and written communication skills.  Fluency in the English language.
  22. Adaptive to changing work schedules and working hours.
  23. Excellent customer orientation and good business acumen
  24. Strong problem-solving, decision-making, and analytical skills.
  25. Disclaimer:
  26. The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
     
  27.