Technical Support Engineer

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary:

The Technical Support Engineer is responsible for providing technical support to system users and customers by evaluating user needs, identifying problems, and finding solutions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products with enhanced overall system performance for partners.

Non-Negotiable Skills-: 

• Must have a minimum of 5 years of relevant experience in the Networking Domain.
• In-depth experience & knowledge on Network firewall packet flow
• Advanced knowledge of networking equipment, including switches, routers, firewalls, LAN, WAN, IP Security, NAT, ACLs, STP. HSRP, PPP, MPLS, VPN, SNMP, TCP/IP, IPsec, AAA, TFTP, TACACS+, RADIUS, STP, VLAN, 802.1Q TRUNK, EtherChannel, Switching Stack/VSS.
• Excellent configuration & Troubleshooting Knowledge on VPN, includes site to site & remote access VPN.
• In-depth knowledge of Switching & Routing protocols.
• Installing, configuring, and troubleshooting L2/L3 Switches, Routers, and Wireless Access Points.
• Strong knowledge & amp; experience with Azure & AWS (esp. Azure networking) are mandatory.
• Experience in configuring UTM (Unified Threat Management) will be an added advantage.
• Must have experience in configuring basic Network topology.
• Experience in troubleshooting and implementation of Switches (switching issues).
• Must have an excellent understanding of Network Services, e.g. DHCP Server, DNS, File share, Windows Firewall etc. - Must understand Windows Networking.
• Knowledge of OSI and TCP/IP.
• Excellent communication skills, writing.
• Flexibility to adjust to changing requirements, schedules, and priorities.

Skillset Required:

• Experiences in configuring UTM (Unified Thread Management) and its security will add an advantage.
• Ability to understand, plan and build Basic network topology.
• Diagnosing complex network issues and working with other team members to diagnose issues with integrated systems.
• Participate in multiple network projects simultaneously while maintaining daily operational excellence
• Enthusiasm for learning new skills & cascading knowledge to junior techs
• Good communication skills - both written and verbal
• Passion for providing exceptional service to customers.
• Strong sense of ownership and accountability.
• Troubleshooting and the ability to analyse technical problems to prevent future occurrences.

Certification:

• Network Certification like CCTRS (Cisco Certified Technician Routing and Switching) or CCNA (Cisco Certified Network Associate) or CompTIA
• Any Network Certification related to firewall products.

Working Conditions:

• Hybrid / On-Site, depending on location

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.