Network Services Engineer II - CCNA Certified

The Network Services Engineer II is part of a team handling all networking, security and voice for ICON plc, which has 50+ sites and 40,000+ employees.  Customers reach out over Chat, Web, and phone to access IT support services. In this role, you will be using your skills in troubleshooting Cisco networking. You will be working on LAN Wireless Level 1 Network Security of firewalls (Fortigate and Cisco). The role will be implementing Citrix Netscaler ADC services, as well. You will have the opportunity to support variety of software and hardware issues giving you the chance to build on your current skill set. We work in a fast-paced environment with high volume of incidents. We provide onboarding training to ensure you are successful at resolving incidents. 

At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfill our mission to advance and improve patients’ lives.

Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organization: Accountability & Delivery, Collaboration, Partnership, and Integrity. We want to be the Clinical Research Organization that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.

That’s our vision. We’re driven by it. And we need talented people who share it. If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.

ICON’s Digital Operations team is responsible for providing operational support from initial customer contact (HelpDesk) through issues with Corporate Applications, to complex multi-disciplinary problems and everything else in between. The team are based in multiple geographies and multiple locations, with a myriad of IT skillsets across all IT Operational disciplines.  

The Network Services Engineer II role ensures the stability, integrity, and efficient operation of enterprise network and related technologies in support of core ICON organizational functions. The candidate will Apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in support of business processing requirements.

The position is hybrid to our office in Colonia San Jose Insurgentes.

Job Description: 

The Network Services Engineer II is part of a team handling all networking, security and voice for ICON plc, which has 50+ sites and 40,000+ employees.  Customers reach out over Chat, Web, and phone to access IT support services. In this role, you will be using your skills in troubleshooting Cisco networking. You will be working on LAN Wireless Level 1 Network Security of firewalls (Fortigate and Cisco). The role will be implementing Citrix Netscaler ADC services, as well. You will have the opportunity to support variety of software and hardware issues giving you the chance to build on your current skill set. We work in a fast-paced environment with high volume of incidents. We provide onboarding training to ensure you are successful at resolving incidents. 

Responsibilities: 

• Prioritize and respond to Service Desk tickets as appropriate via advanced diagnosis and troubleshooting skills. Documents known issues and provides solutions to proactively reduce service desk tickets.
• Provide timely response to escalations in accordance with service level agreements (SLAs); act as technical escalation and resource to junior team members.
• Manage enterprise network and unified communications infrastructure.
• Participate in the design and review of all network and unified communications systems.
• Participate in key process improvements as they relate to the core network and UC services environment.
• Monitor and tune systems to achieve optimum performance levels; provide performance statistics and reports.
• Develop and maintain standard operating procedures (SOPs}, Installation Qualifications (IQs), training materials, and documentation adhering to industry best practices.
• Planning, coordination, and implementation of enterprise network and unified communications installations. upgrades, routine maintenance, and vendor-supplied patches in accordance with established Information Technology (IT) policies and procedures.
• Liaise with System Engineering, Storage, Collaborations and other Infrastructure and Platform Teams as needed to ensure availability, reliability, and scalability of corporate servers to meet business requirements.
• Demonstrated ability in being a participant in gap meetings based on IT initiatives. Ownership of key tasks/milestones to achieve a successful implementation/closure.
• Travel (approximately 10%) domestically for occasional office setup in Mexico or United States 

Education/Requirements: 

• 6-8 years of related experience in a technical position supporting enterprise
  network/telecom environment.
• Bachelor’s degree required. (Computer Science or IT preferred)
• Cisco Certified Network Associate (CCNA) certification required.
• Experience in working with Cisco Data Center products (Nexus 9000, Nexus 7000 & Cisco ACI) required.
• Solid hands-on troubleshooting skills with Nexus/ACI Network required.
• Strong experience in routing protocols (such as OSPF and BGP and L2 & L3 Switching technologies) required.
• Strong knowledge on Fortigate firewall and Cisco ISE required.
• Expertise in implementation and troubleshooting Citrix Netscaler ADC services required.
• Fundamentals of Cisco SD-WAN (Meraki) will be added advantage.
• Good knowledge in cloud technologies (AWS, Azure and GCP)
• Fundamentals of SASE technologies (CATO) will be added advantage.
• The ability to speak and write in English.  

Benefits of Working in ICON:

Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.

We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.

But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfill your sense of purpose and drive lasting change.

ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know in the job application form.

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