Join our team as a

Senior Network Engineer

Position Summary: 

The M7 Engineer is responsible for tier 2 (and some tier 3) service requests in our Network Operations Center and onsite service calls.  The M7 Engineer also serves as a primary engineer for their client base.  This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. 


Education/Certifications/Skills Requirements

The M7 Engineer should have:

  1. Strong interpersonal skills: specifically verbal and written skills, telephone skills, active listening and client-care skills.

  2. Self-motivation with the ability to work in a fast-paced, ever-changing industry.

  3. The drive to build client loyalty and trust through transparency and vulnerability, by using the philosophies in the book Getting Naked by Patrick Lencioni.

  4. The ability to multi-task, prioritize, and adapt to changes quickly.

  5. One of the following certifications or equivalent competency:

    1. VMWare VCP

    2. Microsoft MCSA Server 2012 R2

    3. Cisco CCNA

  6. An advanced understanding of our operating systems, business applications, printing systems, and network systems.

  7. An advanced understanding of Client software and troubleshooting steps.

  8. The ability to install a server and firewall.

  9. An understanding of support tools, techniques, and how technology is used to profide IT services.

  10. An overall awareness of all organization’s key IT services for which support is being provide.


Ongoing Education requirements

One of the keys to success within this position is ongoing education.  The M7 Engineer will follow a cerification track which meets both their own career path and the needs within MapleTronics Computers.  The realization of certain level appropriate certifications will be used as a benchmark in determining movement to the next level in technical classification.


In addition to the certification track there will be a soft skill track through which the Technician must work.  These soft skills will include mastery of our Customer Relationship Management software (Currently ConnectWise), professional phone skills, leadership training, communication skills and other training determined by MapleTronics to be essential to ensuring an outstanding client experience.  Advancement will be based on the demonstration of these skills within the work envirionment.


Physical requirements

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the teammate is regularly required to sit, use hands, reach with hands and arms, talk and hear. The teammate is frequently required to stand and walk. The teammate must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.


This position requires driving to and from client sites.  Therefore, the teammate must have a valid driver's license and provide proof of insurance.  Insurance coverage mus tmeet the following minimum limits: $100,000/person, $300,000/accident & bodily injury, and $100,000/property damage.


Essential Duties and Responsibilities

The M7 Engineer provides:

  1. Tier 3 (and some tier 2) IT Support related to technical issues involving core business applications and operating systems

  2. Advanced technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

  3. Onsite support for Clients (Server installs, Firewalls, networking, etc)

  4. Primary Engineer for Clients.

  5. Remote access solution implementation and support

  6. System documentation maintenance and review

  7. Communication with Clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages


Individual Performance Standards

Individual measurables: 

  1. Achieve 95% accuracy in ticket compliance.


Team Expectations

  1. Support the Professional Services Team and be an active participant in all Team activities

  2. Attend all Team meetings

  3. Commit to the overall philosophies of the Team, committed to integrity, client service, relationship-based selling, and exceeding Client value expectations

  4. Complete Team orientation requirements

  5. Take an active role in seeking continuous improvement of team workflows and goals


Company performance standards

  1. Annual Evaluation

  2. Quarterly Review (conducted with your team leader)

    1. Review accomplishments from the parevious quarter (goals achieved, and/or barriers to achieving previously stated goals)

    2. Establish goals for the next quarter (with measurables)

    3. Discuss resources needed (career path, tools, resources, education, etc.)

    4. Establish growth objectives (action items, tasks, areas in need of attention, and a plan outlining how to address those items)