Optomi, in partnership with a leading technology service provider, is looking for a Network Engineer III (Tier 3 Help Desk Engineer) to join their team. This role focuses on tier 3 restoration support for enterprise customer networks in a fast-paced environment where repair times are being steadily driven down.
Core Responsibilities:
Pick up and resolve tickets based on priority and age
Handle P1 tickets during on-call rotations
Work independently to restore service quickly, engaging vendors as needed
Collaborate with the customer care group and field operations team
Maintain enterprise customer networks
Contribute to the team's goal of reducing time to repair
Must-Have Technical:
Verified CCNA or JNCIA certification
One additional vendor certification (Cisco, Juniper, Meraki, or Palo Alto)
Experience in a fast-paced restoration environment
Ability to work independently
Vendor-level experience
Experience working in an ITIL-structured help desk at tier 3 or 4
Nice-to-Have:
Degree in a relevant field
Active certifications
Experience with enterprise customer networks
ITIL certification
Kepner-Tregoe experience
Familiarity with ITIL 4 practices such as service delivery, quality assurance, service assurance (monitoring and restoration), and lifecycle management
Logistics:
Opportunities for long-term contract renewal
40 hours per week with an on-call rotation
Remote