Job Description
Required Experience: 3–5 years in network support, ISP/telecom technical support, or IT help-desk roles with strong networking exposure
Role Summary: Front-line Tier 2 engineer providing pre-migration consultation, readiness validation, and network/ISP troubleshooting for agent offices, with full case ownership in ServiceNow. This is the entry point into the ACI Support Engineer track (Section 5.2); engineers grow into SOP/knowledge-article development and Help Desk enablement duties as they build tenure (see the 5–7 year track below).
Key Responsibilities: conduct pre-migration consultations and educate agents on the ACI migration process and office network readiness; perform Tier 2 troubleshooting strictly within network/ISP scope (VPN connectivity, Wi-Fi, internet connectivity, routers and switches); gather office network/topology information live during agent consultation calls, since State Farm does not maintain per-office topology maps; hand off peripheral-device issues (printers, scanners, laptops) to WG5411 once the network path is confirmed good, and hand off deeper infrastructure issues to VPN/Network/Migration teams; own cases end-to-end in ServiceNow, including follow-up until resolution or appropriate transition; deliver proactive consultations for complex/larger offices as scheduled.
Required Skills & Qualifications: solid understanding of TCP/IP, DNS, DHCP, VPN concepts, Wi-Fi, routers, and switches; comfortable troubleshooting basic Windows networking and guiding non-technical users through configuration steps; strong verbal and written communication skills with a customer-service orientation for non-technical, sometimes frustrated end users; experience with an ITSM/ticketing platform (ServiceNow preferred); ability to work assigned shift hours, including shifts that fall on offshore night hours to cover the 7 AM–7 PM EST window.
Preferred certifications: CompTIA Network+, CCNA (or actively pursuing)