{"schemaVersion":"jobsearcher.job.v1","id":"d4dbfb5b67d2232c0af83389","url":"https://jobsearcher.com/jobs/d4dbfb5b67d2232c0af83389","canonicalUrl":"https://jobsearcher.com/jobs/d4dbfb5b67d2232c0af83389","title":"Senior Network Support Engineer","description":"Description:\nPosition Objective: The Network Support Engineer is the primary technical resource for the day-to-day operations and health of a research institute's network infrastructure. As a core member of our shared managed services team, this individual is responsible for managing the Tier 2 and Tier 3 incident queue, executing planned changes, and serving as the first line of expert engineering response. This role is foundational to our Agile ITSM methodology, directly executing tasks within the SVS1 (Network Monitoring & Maintenance) and SVS2 (Technical Support & Escalation) streams to ensure the stability, performance, and security of PCORI's network.\nKey Responsibilities:\nIncident & Service Request Management (Tier 2/3):\nActively manage the Tier 2 and Tier 3 network support queue within PCORI’s Zendesk ITSM platform, taking ownership of assigned incidents and service requests.\nPerform comprehensive troubleshooting and root cause analysis for network-related incidents, focusing on restoration of service within SLA targets.\nProvide clear, consistent, and timely communication to PCORI stakeholders and within ticket logs throughout an incident's lifecycle.\nServe as the first point of engineering escalation, resolving a majority of incidents and escalating the most complex issues to the Lead Network & Cloud Engineer\nNetwork Maintenance & Change Implementation:\nExecute planned maintenance activities, including firmware updates, patching, and configuration changes during approved maintenance windows, following PCORI's Asana-based change management process.\nImplement standard, pre-approved configuration changes during core business hours as requested.\nSupport the Lead Engineer in performing semi-annual architecture and capacity reviews by gathering performance data and operational metrics.\nOn-Call & Escalation Support:\nParticipate in a shared on-call rotation to provide 24/7/365 response for all Priority 1 and Priority 2 infrastructure incidents.\nAct as an initial responder in the \"Agile Swarm\" for critical incidents, working in concert with the Lead Engineer to rapidly diagnose and resolve outages.\nDocumentation & Reporting Support:\nMaintain meticulous documentation for all actions taken within Zendesk tickets, creating a clear audit trail for every incident and request.\nAssist in maintaining the accuracy of network documentation and Standard Operating Procedures (SOPs) as changes are implemented.\nProvide operational data and ticket analysis to the Project Manager for inclusion in monthly SLA and performance reports.\nRequirements:\nMinimum Experience & Education:\nA minimum of five (5) years of hands-on experience in a network operations, NOC, or managed services support role.\nProven experience managing Cisco Meraki (MX, MS, MR) devices in an enterprise environment.\nDemonstrable experience providing Tier 2 and Tier 3 level support, including participation in an on-call rotation.\nBachelor’s degree from an accredited university or college in a related technical field, or equivalent professional experience.\nRequired Certifications:\nITIL® v4 Foundation\nCisco Certified Network Associate (CCNA) or equivalent foundational network certification.\nPreferred Certifications:\nCisco Meraki Network Associate/Operator (CMNA/CMNO)\nCompTIA Network+ or Security+\nRequired Skills and Knowledge:\nProficiency with enterprise ITSM platforms for incident and change management (experience with Zendesk is highly desirable).\nHands-on expertise with the full Cisco Meraki suite, including device configuration, monitoring, and troubleshooting via the dashboard.\nStrong understanding of core networking protocols and concepts (TCP/IP, DNS, DHCP, VLANs, VPNs).\nExperience troubleshooting hybrid connectivity to cloud environments (Azure, AWS).\nA disciplined approach to following formal Change Management processes (experience with Asana is a plus).\nExcellent communication skills, with the ability to clearly explain technical issues to both technical and non-technical stakeholders.\nMust reside in or have the ability to commute to the Washington, DC, metropolitan area for infrequent, event-driven on-site support.","company":"Msm Technology","rawCompany":"msm technology","city":"Washington","state":"DC","isRemote":false,"isActive":false,"createdAt":"2026-04-14T11:25:20.586Z","occupations":[{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1241.00","title":"Computer Network Architects","slug":"computer-network-architects"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Senior Network Support Engineer","description":"Description:\nPosition Objective: The Network Support Engineer is the primary technical resource for the day-to-day operations and health of a research institute's network infrastructure. As a core member of our shared managed services team, this individual is responsible for managing the Tier 2 and Tier 3 incident queue, executing planned changes, and serving as the first line of expert engineering response. This role is foundational to our Agile ITSM methodology, directly executing tasks within the SVS1 (Network Monitoring & Maintenance) and SVS2 (Technical Support & Escalation) streams to ensure the stability, performance, and security of PCORI's network.\nKey Responsibilities:\nIncident & Service Request Management (Tier 2/3):\nActively manage the Tier 2 and Tier 3 network support queue within PCORI’s Zendesk ITSM platform, taking ownership of assigned incidents and service requests.\nPerform comprehensive troubleshooting and root cause analysis for network-related incidents, focusing on restoration of service within SLA targets.\nProvide clear, consistent, and timely communication to PCORI stakeholders and within ticket logs throughout an incident's lifecycle.\nServe as the first point of engineering escalation, resolving a majority of incidents and escalating the most complex issues to the Lead Network & Cloud Engineer\nNetwork Maintenance & Change Implementation:\nExecute planned maintenance activities, including firmware updates, patching, and configuration changes during approved maintenance windows, following PCORI's Asana-based change management process.\nImplement standard, pre-approved configuration changes during core business hours as requested.\nSupport the Lead Engineer in performing semi-annual architecture and capacity reviews by gathering performance data and operational metrics.\nOn-Call & Escalation Support:\nParticipate in a shared on-call rotation to provide 24/7/365 response for all Priority 1 and Priority 2 infrastructure incidents.\nAct as an initial responder in the \"Agile Swarm\" for critical incidents, working in concert with the Lead Engineer to rapidly diagnose and resolve outages.\nDocumentation & Reporting Support:\nMaintain meticulous documentation for all actions taken within Zendesk tickets, creating a clear audit trail for every incident and request.\nAssist in maintaining the accuracy of network documentation and Standard Operating Procedures (SOPs) as changes are implemented.\nProvide operational data and ticket analysis to the Project Manager for inclusion in monthly SLA and performance reports.\nRequirements:\nMinimum Experience & Education:\nA minimum of five (5) years of hands-on experience in a network operations, NOC, or managed services support role.\nProven experience managing Cisco Meraki (MX, MS, MR) devices in an enterprise environment.\nDemonstrable experience providing Tier 2 and Tier 3 level support, including participation in an on-call rotation.\nBachelor’s degree from an accredited university or college in a related technical field, or equivalent professional experience.\nRequired Certifications:\nITIL® v4 Foundation\nCisco Certified Network Associate (CCNA) or equivalent foundational network certification.\nPreferred Certifications:\nCisco Meraki Network Associate/Operator (CMNA/CMNO)\nCompTIA Network+ or Security+\nRequired Skills and Knowledge:\nProficiency with enterprise ITSM platforms for incident and change management (experience with Zendesk is highly desirable).\nHands-on expertise with the full Cisco Meraki suite, including device configuration, monitoring, and troubleshooting via the dashboard.\nStrong understanding of core networking protocols and concepts (TCP/IP, DNS, DHCP, VLANs, VPNs).\nExperience troubleshooting hybrid connectivity to cloud environments (Azure, AWS).\nA disciplined approach to following formal Change Management processes (experience with Asana is a plus).\nExcellent communication skills, with the ability to clearly explain technical issues to both technical and non-technical stakeholders.\nMust reside in or have the ability to commute to the Washington, DC, metropolitan area for infrequent, event-driven on-site support.","datePosted":"2026-04-14T11:25:20.586Z","dateModified":"2026-04-14T11:25:20.586Z","hiringOrganization":{"@type":"Organization","name":"Msm Technology","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Washington","addressRegion":"DC","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"d4dbfb5b67d2232c0af83389"},"url":"https://jobsearcher.com/jobs/d4dbfb5b67d2232c0af83389"}}