Network Support Engineer

At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care,a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

 About the Role

We are seeking a Network Support Engineer able to contribute towards Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.

What You'll Do

The Network Support Engineer will help

• Monitor call center employee network connections to cloud platforms. Familiarity with network diagnostic and monitoring tools such as 1000 Eyes, Solarwinds, PRTG etc
• Design, implement, and manage network monitoring solutions to detect and diagnose remote employees' home network issues affecting system performance.
• Analyze and correlate home network and system performance metrics with call quality and overall call center performance.
• Work directly with internal technical teams to implement new technologies as well as provide operational support.
• Troubleshoot complex incidents impacting production uptime.
• Provide in-depth support and lead problem-solving and implementation efforts for specific technology products or applications.
• Collaborate with IT support teams to resolve identified network and system issues efficiently.
• Develop and deploy tools to identify and troubleshoot computer/software issues impacting employee system performance.
• Generate regular reports highlighting trends and areas for improvement.
• Investigate, diagnose and resolve hardware issues.
• Manage, troubleshoot and provide solutions for a wide range of technical issues impacting users in person and remotely.
• Handle incidents flagged by Tier I, Tier II teams using an RCA/DMAIC framework.
• Identify and escalate trends, bugs and other system errors to Escalation, IT Engineering and Security teams.
• Build and maintain documentation of network solutions, incidents and general knowledge base.
• Provide internal training and address knowledge gaps.

What We Look For

• Familiarity with RTP, VoIP, and UDP traffic
• Advanced Experience with Windows operating systems.
• Strong understanding of Security, firewall infrastructure and VPN technologies.
• Expertise with network monitoring tools.
• Strong data-driven analytical approach towards solving complex challenges.
• Proficiency in diagnosing and resolving network issues.
• Knowledge of call quality metrics and performance analysis.
• Ability to create detailed documentation and reports.
• Proficient in scripting or programming for automation tasks.
• Knowledge of integration between contact center platforms and IT infrastructure.
• Expertise with Network troubleshooting and configuration.
• Experience with Five9 or similar cloud-based contact center solutions.
• Passion for problem solving.
• Excellent customer service skills with the ability to work quickly and effectively.
• 5+ years of experience managing a site and corresponding business requirements.
• Proven ability to recommend potential solutions or products to meet site needs.
• Experience with Call Center technologies & Network troubleshooting.
• Some experience with scripting languages (Powershell, Bash, Batch).
• Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.)
• Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications.
• Excellent written and verbal communications skills.
• Proven ability to work successfully with limited supervision.

Why Join Us?

While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.