Built on service. Powered by people.

Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.

What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.

Job Overview

The TOC Network Engineer will be part of Impact Networking’s Managed IT organization under Service Operations.

This role involves customer support for network issues following Impact’s incident, request, and change management processes. Responsibilities include monitoring, triaging, troubleshooting, collaborating with third-party vendors, and handling level 2-4 incidents, infrastructure changes, and service requests with routers, switches, firewalls, load balancers, DNS, and other networking technologies.

The ideal candidate will be expected to: Analyze and adjust Core and LAN/WAN systems to maintain and improve network capacity, security, and performance; Prepare reports communicating available capacity to stakeholders; Design and execute capacity and life-cycle augmentation projects; Maintain and update network documentation and diagrams; Identify root cause for core level crisis events and provide potential short/long term preventive actions in a timely manner using retroactive, reactive, and proactive means; Plan and implement network changes to support our clients.

Responsibilities

• Provide world-class customer support and technical assistance for Impact Networking customer environments.

• Manage network incidents through to service restoration, resolution, and closure. Engage customers, additional internal teams, and external vendors as required.

• Monitor customer and core infrastructure by learning alert management platforms, verifying alert validity, following documented troubleshooting procedures, and escalating complex or recurring issues appropriately.

• Follow outlined procedures for customer notification, ticket updates, assignment, escalation, and closure.

• Provide a professional technical interface with customers, internal teams, and vendors.

• Review network requirements and engineering concerns associated with customer requests such as equipment configuration, operational impact, and risk

• Plan, document, and accurately perform network configuration changes in response to client issues and requests

• Perform root cause analysis on network problems

• Review logs and performance reports for emerging problems and initiate preventive action

• Act as a technical escalation point for peers and other internal teams

• Follow outlined procedures for customer notification, ticket updates, assignment, escalation, and closure.

• Provide a technical engineering interface with customers, internal teams, and vendors.

• Document technical work and track time in Halo PSA. Contribute notes, timelines, troubleshooting evidence, resolutions, and operational procedures clearly and accurately.

• Create and maintain documentation and network diagrams in IT Glue, Halo PSA, and other platforms to strengthen client support, document resolution methods, and share key information.

• Be an excellent communicator. Keep users informed of their ticket status. Provide clear, concise customer communications that express empathy and ownership without technical jargon.

• Build a base familiarity with the client base (customer intimacy)

• Maintain technical expertise and required industry certifications and stay current with new and emerging networking technologies

• Serve in scheduled after-hours, on-call rotations, providing timely response and resolution for urgent client incidents and service disruptions.

Qualifications & Experience

• Solid operational support experience with advanced troubleshooting skills across a wide range of networking technologies, including Layer 2/3 environments, TCP/IP (IPv4/IPv6), VLANs, subnetting, WANs, VPNs, WLANs, firewalls, and network security practices

• Proficiency with switch, router, and firewall management across platforms such as Cisco, Meraki, Aruba, including load balancing, high availability, quality of service (QoS), network segmentation, DNS, DHCP, NAT, NTP, and related protocols

• Experience with network performance analysis, capacity planning, change management, ISP/vendor coordination, configuration backup/restoration, major incident response, and escalation management

• Skilled in cloud networking integration (Azure/hybrid), network automation (PowerShell, Python, APIs), technical documentation, and network diagram creation

• Familiarity with network monitoring and management tools (N-able RMM, HaloPSA), documentation management platforms, and ITIL/service management processes

• Excellent communication, time-management, organizational, and customer service skills; able to manage multiple priorities under pressure and work directly with customers to resolve technical issues

• Bachelor’s degree in Business Management, Computer Science, Information Technology, or equivalent work experience preferred; relevant certifications such as CCNA, CMNA, Microsoft Azure Network Engineer Associate, CompTIA Network+, and CompTIA Security+ are desirable

What Drives Impact

Behaviors define what our core values look like in action. Leaders are expected to model them; teams are expected to live them:

• Innovation: We embrace change because innovation lives outside the comfort zone.

• Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.

• Honesty: We are fiercely transparent and consistently honest.

• Fun: We fuel work with fun, knowing life's too short for boring.

• Low Ego: We champion ideas over titles, because brilliance knows no rank.

• One Team: We win as a team, we lose as a team, we are one team.

Compensation

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs.

Impact may offer applicable incentive compensation plans depending on role and/or department.

Full compensation details can and will be discussed with an Impact Talent Acquisition team member at the start of the interview process.

Benefits We Take Pride In

• 5-year Tiffany & Co. Gift Card or Custom Menswear, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards

• Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave

• Development and growth opportunities with on-going training & continued education reimbursement

• 401(K) & retirement plans with complimentary financial advisory services

• Comprehensive health, disability, life, dental, and vision plans

For full benefit information, visit https://www.impactmybiz.com/careers/#benefits

Work Authorization & Immigration Sponsorship

Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in select cases based on business need, cost, workforce planning, and applicable government requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements.

Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a “U.S. Person,” as defined by law, or otherwise be eligible to obtain any required government authorizations.