Job Description Position Summary As the Network Support Engineer I, you will be responsible for providing technical support assistance for Customers with a primary focus on LAN/WAN technologies. In this role, you will work directly with customers to review incidents requests and perform initial troubleshooting of unresolved issues. You will process service requests and perform recurring maintenance tasks in coordination with the Managed Services Network team. This position will support adoption and consumption of cloud services through resource provisioning and service troubleshooting. The Network Support Engineer I reports to the Manager of Network Operations. Provide support for Cisco Unified Communications (UC) platforms including Cisco Unified Communications Manager (CUCM), Unity Connection, Expressway, and related voice/video infrastructure. Troubleshoot VoIP and video conferencing systems, including call routing, SIP trunking, and quality-of-service (QoS) issues. Support UC-related hardware and software upgrades, patching, backups, and configuration management. Provide technical support for incidents and problems involving Network technologies. Perform administrative tasks supporting functional operation of deployed network infrastructure. Second tier support troubleshooting environmental issues. Conduct environmental assessments to drive improvements and optimizations. Review vulnerability reports and implement remediation strategy. Support scheduled maintenance activities in coordination with team members. Confidential - Arraya Solutions, Inc. Report on usage, security & compliance using available tools. Update ticket, task, and service request details to support triage, escalation and resolution. Support operational standards for managing Customer tenants and workloads. Capture, document, and transfer knowledge of Customer environments. Support Customers onboarding and offboarding. Train and certify on supported technologies. Participate in on-call support rotation. Requirements Hands-on experience supporting Cisco Unified Communications products such as CUCM, Unity Connection, Expressway, and voice gateways (ISR/CUBE). Experience managing and troubleshooting Cisco voice gateways, session border controllers, and dial plans. Experience administering on-prem Windows Server infrastructure and services critical to network and UC environments. Confidential - Arraya Solutions, Inc. Familiarity with Cisco licensing models and provisioning for Unified Communications products. 1-3 years hands-on experience with managing and deploying Cisco products including: Catalyst switches, Nexus Switches, ISR/ASR Routers, Wireless LAN controllers, ASA and FTD firewalls. 1-3 years hands-on experience managing and deploying Meraki network devices including firewalls, switches, and wireless technologies. Experience working with SonicWall, FortiGate, Checkpoint and Juniper firewalls a plus 1-3 years experience with cloud network technologies within Azure or AWS including software-defined network technologies such as Cisco ACI, Cisco Viptela, Cisco ASAv Previous experience with a Managed Service Provider (MSP) or a fast-paced environment a plus Demonstrated ability to communicate and collaborate with other team members. Demonstrated ability to manage workload and make productive use of time. Experience managing incidents and problems in one or more enterprise class ITSM platforms and monitoring solutions. (Autotask, LogicMonitor, DattoRMM and other Kaseya products). Experience with SNMP, NetFlow and other monitoring protocols Excellent communication, documentation, and Customer-facing skills. A desire to learn other emerging technologies and skills. Education High school diploma or equivalent CCNA CCNP Fortine NSE3/4 Benefits Get paid what youre worth! Your health is our priority! Peace of mind for you and your loved ones! Celebrate your special day YOUR way! Stability and all legal benefits included!