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0-5 years of experience
Promoted to manage operational issues associated with UMTS network transitions of Nextel BSC and BTS equipment.
- Persisted within a six-month window, executing extremely detailed call testing and failure simulations, transitioning 75 BSCs to 11 iBSCs.
- Responsible for testing new equipment installations ensuring redundancy.
- Analyzed and optimized mobile to mobile interconnect trunk groups to accommodate increasing traffic, initiating direct connects with wireless carriers, reducing bandwidth, resulting in costs savings of $200K annually.
6-10 years of experience
Provided technical and account management support of all Ascend/Lucent edge access routers including Apex and TNT. Troubleshooting included working with integrated vendor hardware, particularly Cisco. A majority of cases involved resolving LAN/WAN connection or routing issues.
- Improved process flows and problem resolution by tracking customer interactions and escalation.
- Delivered post-sales support to major accounts including SBC and Verizon, improving account relationships and assuring revenue retention on service contracts.
- Collaborated effectively across departments to create customer satisfaction and contribute to account retention.
- Provided on-site initial configuration and installation of access routers in a POP network as a lead member of the technical team supporting Telefonica, a key ISP customer in Brazil.
- Observed, documented and captured software configurations to resolve an ongoing issue for a key account as the eyes and ears of the Major Account Support Team.
0-5 years of experience
Configured, and supported LAN and WAN infrastructure, consisting of multiple Frame Relay, T1 and T3 lines
- Configured, implemented, and supported Cisco routers (2800s, 3800s), switches (2960, 3550, 3560, 4500), and firewalls (PIX, ASA 5500s)
- Troubleshot and resolved LAN/WAN connectivity issues
- Configured, implemented, and troubleshot layer 2 switching: Trunking, RSTP+, EtherChannel, Inter-Vlan, and HSRP
- Configured, troubleshot, and optimized routing protocol: EIGRP and OSPF for lowest latency
- Built and maintained Visio documentation database of network topology
- Managed and monitored all network devices
0-5 years of experience
Developed proprietary SNMP product as a management solution to customers that needed third party monitoring of their co-location server equipment. Working with developers, the design was based on SNMP gets for I/O, hard drive reads and write and CPU usage which convert to data usage and alerts in which the support group either repairs or informs the client of the issue.
- Architected and implemented company’s remote infrastructure with hardware redundancy using Cisco 2621 routers, Cisco 2924 switches, Pix firewalls, and VPN tunneling using GRE and IPSEC to allow OSPF to route to the backend of customer equipment within their co-locations in the Exodus data center.
- Designed and implemented LAN connectivity with the use of HSRP, ACLs, NAT, and STP.
- Installed ASA 5505s at client co-locations for network access to allow for remote monitoring of client data center equipment.
- Configured and managed HP Openview for monitoring network devices.
0-5 years of experience
Provided remote support to [company name] customers and field engineers.
- Provided help-desk technical support for installation, integration, and maintenance on the [company name] Digital Broadband Delivery System
- Supported Cisco routers, switches, LAN to internal and external customers
- Researched solutions from various sources and applied documented procedures to resolve hardware and software issues for internal and external customers
- Troubleshoot network issues (TCP/IP, HTTP, SSH, DNS) to internal and external customers
- Analyzed key metrics to measure network product effectiveness
0-5 years of experience
Responsibilities included IT support for corporate office and 7 remote offices across the US, Desktop support and datacenter deployment for 500+ users.
- Performed system software maintenance and product upgrades.
- Racked and configured a 4-42u rack collocation with 30+ servers, Dell/EMC CX3-10 SAN, Brocade fabric switch and Citrix Presentation Server for remote access of ERP system to all sites through AT&T managed MPLS at local datacenter colo.
- Worked directly with various vendors to plan and deploy entire IT infrastructure including voice and data cabling drops, server room, phone room and IDF planning, DHCP scope and DNS configuration for new servers in domain, all for a migration project to move the entire corporate office to a larger building.
- Monitored the network infrastructure, troubleshot and resolved bandwidth problems using WhatsUp Gold (IPSwitch Network Management System).
- Rack mounted new servers in datacenter and remote locations as needed, installed/upgraded Windows 2000/2003 on production servers. Configured Virtual Machines.
- Successfully deployed IT inventory and software tracking system using Numara Track-IT.
- Handled managing of Iron Mountain account for off-site media rotation and archiving.
0-5 years of experience
Provided assistance and troubleshooting as a Tier 2 support engineer via phone and email for resolving
token ring products ranging from network cards for the PCs to CAUs, LAMs, RAM and the switches to the system engineers, VARs, marketing representatives and the end-users.
- Managed and documented customer issues in detail in Remedy CRM and if necessary escalated
- Wrote technical solutions on hardware as well as software for the on-line knowledgebase.
- Participated in the weekly escalations meeting.
- Built and troubleshot common and specialized network configurations based on customers’ needs.
- Cross trained and assisted other technical support engineers on network applications and/or protocols.
- As the TSANet manager (Technical Support Aliance Network) developed partnership with more than 100 of some of the biggest names in the industry. i.e. IBM, Microsoft, Hewlett Packard and EMC.
6-10 years of experience
Diligently led teams in the installation, checkout, maintenance, repair and modifications of classified and unclassified communication equipment and audiovisual equipment
- Provided end-to-end computer and networking equipment installation, maintenance, and troubleshooting
- Performed software and hardware troubleshooting for computers, laptops, printers and networking equipment
- Pioneered new ideas for the Computer Security Personnel’s policies and procedures on equipment within a Sensitive Compartmented Information Facility (SCIF)
- Supported network engineers in hands-on projects which involved installing and testing various network media
- Provided server and computer protection from viruses using the Symantec Security Center
0-5 years of experience
Provided support for 300+ on-site and remote users.
- Executed the removal of all [company name] employees from the domain of the old parent company and moved to the new company domain, as part of team, which required good planning and testing and needed to be accomplished within limited time constraints.
- Set up software and created master images for PC’s to affect savings in time required to load PCs.
- Determined user needs and matched up equipment and software to meet those needs.
- Implemented the move of all users from Banyan network software to a MicroSoft Exchange network and from BeyondMail to Microsoft Outlook to realize the departmental goal of changing networks.
0-5 years of experience
Served as escalation / tier-2 support to troubleshoot complex HW/SW problems and answer technical questions
- Occasionally visited customers to establish network security infrastructure on-site using ForeScout products
- Evaluated customer’s security needs, and provided suggestions / solutions on NAC policy configurations.
- Integrated ForeScout product to work together with Cisco, Juniper, Aruba, or other 3rd party network equipment
- Participated in a 24/7 working environment to resolve urgent trouble tickets filed by customer security admins.
- Created many knowledge repository articles and notes for guides and future references
- Provided customer feedbacks to R&D and Product Managers to improve product quality / functionality
- Prioritized severity of all incoming tech support tickets and allocate resources for each ticket.
0-5 years of experience
Work with customers to identify issues and provide solutions for the Local Traffic Manager, Application Security Manager, Advanced Firewall Manager, Enterprise Manager, and Application Acceleration Manager (formerly known as Web Acceleration Manager) products, working with escalations engineers as necessary.
- Assist fellow Network Support Engineers with issues their customers face and provide mentoring for new hire and established Network Support Engineers.
- Participated in the LTM Item Development Workshop to help develop test items for the new F5 certification exam.
- Manage case load to help ensure that customers are satisfied with their support experience and ensure timely resolution to their issues.
- Regularly handle reassigned cases with managerial and director level attention to ensure that customers issues are resolved and to help save customer confidence in the support organization.
- Work with colleagues around the globe to ensure that issues are properly handed off and worked around the clock when necessary.
- Earned a promotion from Network Support Engineer II to Senior Network Support Engineer in July of 2012.
- Have received F5 formal training in LTM, ASM, WAM/AAM, iRules, Viprion, and vCMP.
0-5 years of experience
Designed, monitored and maintained computer networks.
- Upgraded and expanded computer network system.
- Provided estimating cost of materials and labor to have SIP Trunking.
- Configured networks, remote access systems, computers, and periphery equipment including faxes, copiers, scanners, and printer into one system.
- Monitored system performance to ensure that demands were being met.
- Installed and configured NetGear RP114 Cable DSL, NetGear 48 port switch, Cisco AIR-AP1242AG and Motorola Netopia 3346N-ENT Broadband Router.
- Installed upgraded software Norton 360 Antivirus, QuickBooks, and UPS WorldShip for the network.
0-5 years of experience
Provided LAN/WAN support of 550 users in U.S. and Europe including hardware configuration, software
installations, application and administration on multi-platform environments.
- Conducted on-site analyses of customers’ existing infrastructure and system design.
- Documented system workflow using Collaborative Commerce software.
- Provided technical consulting for Enterprise Network Document Imaging software and suite of B2B
0-5 years of experience
Functioned as member of network team responsible for LAN/WAN & server support of a 85 North American location Windows Server 2003 Active Directory infrastructure consisting of 3000+ end-users, 250+ physical servers, 50+ virtual servers, 2500+ workstations with Windows 7, Vista, and XP Pro, 200+ routers, 350+ switches, 300+ network printers. Concurrently responsible for maintaining security and availability of east region datacenter supporting multiple production environments.
- Team Leader on migration project of 27 east coast branches install Windows Server 2008, to upgrade 500+ pc’s from Windows Vista & XP to Windows 7, while also upgrading from MS Office 2003 & 2007 to MS Office 2010
- Provide production level support for Windows Server 2003 & 2008, Windows 7 and MS Office 2010
- Maintain availability of LAN/WAN resources in multi-domain Microsoft Windows 2003 Server Active Directory Environment
- Ensured daily backup of critical servers, oversee backup, remote control, and disaster recovery functions
- Member datacenter migration project to virtualize the Atlanta datacenter servers on VMware ESX Server 3.5 and HP servers on EMC storage with Novell PlateSpin
0-5 years of experience
Provided voice and data support for 2200 Home Depot locations in the US and Canada on a managed MPLS network.
- Worked with field technicians and vendors to assist in resolving data circuit, voice and data problems.
- Performed MACD changes to Cisco routers.
- Tasked with working with account managers to resolve escalated troubles.
- Worked with Avaya engineers to isolate and resolve voice issues on Avaya G700 gateways and S8300 media servers.
- Responsible for scheduling and overseeing router maintenance.
- Created technical documentation, training materials, and provided training to other support teams.
0-5 years of experience
Part of the team, participated in project of planning and migrating from Windows 95, 98, NT to Windows 2000 almost 10000 PCs (laptops, desktops, servers). Responsible for assessment, design, testing and validation for Windows 2000 migration.
- Designed and maintenance responsibilities for Windows server build. Create detailed test plans, perform integration testing, and report on the results. Provided detailed solution documentation and training. Created script and documentation for this project.
- Provided support for all business office network connectivity and application support of Windows 2000 & 4.0 Servers.
- Managed user administration for domain access.
0-5 years of experience
- Provisioned, implemented, and troubleshot Cisco and Microsoft networks
- Documented various operational processes, including customer-facing information
- Managed customer presales, installation and support requests
- Tested and evaluated CISCO equipment
- Developed and executed inventory management operations
0-5 years of experience
Managed the Internet provisioning group.
- Provided technical support to field technicians and customers to resolve network issues.
- Provisioned Frame-Relay, Internet and T1/T3 over an ATM Backbone.
- Wrote documentation used to train new hires.
- Lead Fiber Migration Project that netted over $1 million savings.
- Coordinated Network Engineering in the replacement of accelerated network routers for Cisco.
0-5 years of experience
Served as member of a Level 2/3 support teams, responsible for maintaining, configuring and troubleshooting Cisco routers, switches, firewalls and other enterprise level network hardware.
- Performed remote configuration and troubleshooting operations on network peripherals.
- Worked with routing protocols like OSPF, RIPv2, BGP and EIGRP while debugging customer connectivity problems.
- Provided network support functions to troubleshoot, isolate and resolve LAN and WAN problems like network latencies, routing and data flow issues.
- Coordinated with local service providers and customers in troubleshooting local loop problems.
- Used network management tools to analyze and monitor customer networks.
- Ensured resolution to all support calls within the agreed customer Service Level agreements.
- Perform trouble-ticket case management.
0-5 years of experience
- Performed as initial contact for customer inquiries ranging from general questions to site-down emergencies.
- Established rapport with customers, built positive company image and systematically educated customers on product knowledge and development.
- Coordinated with other departments to resolve customer issues and to determine appropriate triage and escalation path where necessary.
- Assisted with the setup and maintenance of the NSE support lab.
0-5 years of experience
Undertook routine preventive measures and maintenance of all computer systems.
- Plans and support network and computing infrastructure.
- Ensured internal computer network is running smoothly with maximum data flow.
- Configured and installed client and server network software.
- Documented network problems and resolution for future reference
- Oversaw software and network security.
- Manage user accounts, email, anti-spam and anti-virus.
0-5 years of experience
Provided Japanese language technical support for [company name] range of products
- Troubleshot F5 product line of traffic management devices
- Provided tier one Japanese language support for F5 SSL VPN appliances
- Assisted in the set-up of new Japanese call center in Japan
0-5 years of experience
Perform variety of network engineering tasks, system analysis, troubleshooting, configuration, management, operational and maintenance oversight of complex local/wide area Network at a customer site, assist customer in managing the network, Installation and configuration of servers, workstations, Internetworking equipment and services in a heterogeneous network environment. Provide tier III maintenance support to the clients throughout the United States. Responsible for identifying, diagnosing and resolving WAN related trouble tickets using the PMTS and other IBM proprietary database programs to optimize the network and performing other network engineering task including.
- Tier III support for Network Operations Centers throughout the United States using different network management tools.
- Troubleshooting IP Networks, including support for different routing protocols.
- Installed and configured Cisco 4000, 7000 series routers, 29xxG series switches & RSM.
- Troubleshooting and support for wide Area Networks including frame-relay, X.25, ISDN BRI and PRI, T1, T3 and ATM.
- Providing assistance to the Client’s sideline coordinators (SLIC)/Engineers on network usage reports, and the state of the IP backboned network.
- Providing Workstation set-up, configuration to join network and TCP/IP configurations. Also providing performance analysis, Network management, systems backup and network cabling.
0-5 years of experience
Monitoring network infrastructure of the client with over 40,000 devices and three data centers.
- Provide effective first line technical and troubleshooting support for Corporate, Retail and Cloud systems services according to the SLA agreements.
- Create, resolve and close escalated trouble tickets using Remedy and Cisco MAP ticketing system.
- Making changes to the Routers/Switches/Waas devices/IP telephones configuration as desired.
- Develop, deploy and document processes and procedures for support tasks and activities
- Supported client for a smooth transition from Juniper to Cisco at some of its locations.
- Gathering the status information from ports on routers (about 4000) and converting it to a workable form for the field technicians to resolve the issue.
- Submitting the associated telecom disconnect order for the confirmed circuits and non-use ports.
0-5 years of experience
Worked with a team of engineers installing UTP CAT 5 cable in the wiring closet, terminated cable using lucent patch panels.
- Designed and implemented a 10/100 MB switched and routed network for a multiprotocol company incorporating Cisco catalyst 5000 switches using VLAN technology.
- Designed/implemented and managed a frame relay network for a major multi-national consumer products Company. Moreover I was responsible for supporting and troubleshooting existing network and migrating from a hub-based network to a switch based network.
- Configured NAT on Cisco 4000 series router for internal private network to communicate with public networks allowing internal users to access the internet.
- Configured VPN tunnel on Cisco Pix 535, using 3DES encryption.
- Support of all operating systems such as windows 95/98. windows NT/XP.PDC/BDC.
- Configuring TCP/IP parameters. Default Gateways, DHCP, IP Addressing, DNS, WINS , NETBIOS, or hosts files such as LMHOSTS and HOSTS to resolve NETBIOS related issues.
0-5 years of experience
Provide immediate first level incident support for proactive and reactive network monitoring issues
- Troubleshoot layer 1, 2, 3 issues for [company name] customers via Cisco, Arista, and Juniper devices
- Assist with and oversee changes to network configuration LAN/WAN infrastructure
- Advise and escalate various networking issues in accordance to company policy and SLA agreements
- Work with Internet Service Providers and hardware vendors to troubleshoot major network outages
- Actively assist Systems, Performance, and Security Engineering teams with various network events
0-5 years of experience
Performed NT Server 4.0 Domain Administrator Functions
- Performed expensive NT Server and Novell 4.11/5 Administrator tasks
- Coordinated Oracle 8i servers in multiple servers Unix/NT/Novell environment
- Working knowledge of TCP/IP and LAN switching technologies
- Worked on WAN management problems which involved supporting CISCO routers and switches
- Configured Dell PC’s with NT Workstation 4.0, Windows 2000, and Windows 98/95
- Responsible for complete corporate Laptop support
- Configured VPN environments for remote access
6-10 years of experience
Provided Level 1 & Level 2 customer and network support for PC’s, laptops, and peripherals.
- Resolved 25-50 telephone & email support calls daily
- Upgraded, installed, configured, and maintained network hardware and software.
- Managed Exchange Server 2010 user mailboxes and public folders.
- Administered users, computers, groups, and organizational units in Active Directory.
- Reviewed, approved, and deployed Windows Server Update Services (WSUS) monthly to network client PCs.
- Supported all Smartphone Blackberry Enterprise, Android and iPhone ActiveSync users.
- Trained new hire personnel in Computer Basics, Security, Microsoft Outlook, and Network File Sharing.
- Maintained inventory and call tracking using Numara TrackIt Help Desk IT Asset Management software.
- Installed Citrix application and configured Internet Explorer security settings on local computers
Network Support Engineer Duties and Responsibilities
The task list for network support engineers is long as there are many steps involved in making sure a network runs at optimal efficiency. We analyzed network support engineer job descriptions to put together the following list of network support engineer duties and responsibilities:
Install Network Hardware and Software The primary responsibility of the network support engineer is to install all of the hardware and software necessary based on the needs of their employer. They have to understand the principles of networking to be able to construct a network from scratch.
Troubleshoot and Repair Faulty Hardware and Software Network support engineers function as the repair people in the IT department. They are the people employees call when they have an issue with their machine or logging on to the company network. They use their problem-solving skills and IT acumen to troubleshoot and repair both hardware and software issues.
Maintain Network and System Security This is an especially important duty for network support engineers who work for the government or in the finance and healthcare industries. Protecting customer and employee data, as well as proprietary company data, is crucial. This duty requires someone who stays on top of the latest trends in cybersecurity.
Monitor Network Performance and Suggest Improvements to Decision Makers Network support engineers need an analytical mind to monitor network performance on a daily basis. They create reports based on network data and present their findings to decision makers. They then create and enact performance improvement plans.
Create and Issue User Profiles to Company Employees Network support engineers are responsible for creating and maintaining the security of user profiles for each company employee. This usually includes maintaining different levels of security access depending on one’s status within the company. It also includes answering user questions related to using the network or the company-issued hardware.
Network Support Engineer Skills
Network support engineers rely on their analytical minds and problem-solving abilities to keep their employer’s network running at its best. The best network support engineers are fueled by their passion for learning everything there is to know about information technology. They use this knowledge to analyze network performance and solve performance problems as soon as they arise. Great network support engineers are obsessed with security. They stay abreast of the latest cybersecurity threats, taking preventative measures to ensure their employer and coworkers are protected. Finally, network support engineers need good communication skills as they help all employees solve their network issues. Besides these characteristics, the following skills are required to find employment as a network support engineer:
- Using knowledge of LAN and WAN to construct company networks
- Collaborating with other network support engineers to solve network malfunctions
- Assisting and educating employees on network hardware and software
- Maintaining network security using cybersecurity acumen
- Performing regular network maintenance to keep the network at 100 percent efficiency
Network Support Engineer Education and Training
Most employers require network support engineers to have a bachelor’s degree in computer engineering, information technology, computer systems, or a related field. Education includes courses such as cybersecurity, the principles of LAN and WAN, IP/TCP, and systems design. Some on-the-job training is usually required since many companies have customized networks and proprietary software.
Network Support Engineer Salary
According to Payscale, the national median salary for network support engineers is $59,654. Those in the top 10 percent make above $88,950, while those in the bottom 10 percent make below $41,209.
Network Support Engineer Resources
Those with an interest in the field of information technology and a desire to learn more about the career path of a network support engineer should check out the list of resources below:
Association for Information Technology Professionals – This organization, founded in the 1950s, has since grown to have chapters all over the country. It provides excellent professional development and networking resources.
IEEE Computer Society – The IEEE is an umbrella organization that covers all types of technical professions. The computer society is the organization for information technology professionals. It has more than 33 magazines, upwards of 9,000 digital publications, 3,500 courses, and 15,000 training videos.
Network Computing – This digital publication is a go-to resource for information technology professionals. It is updated daily with articles that cover the entire spectrum of topics relevant to network support engineers.
Networking for Dummies – This book is perfect for students who are just learning about the world of networking. It covers the basic concepts network support engineers need to know.
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Network Support Engineer
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
