Network Engineer, Communications- Helena, Kalispell, Bozeman, Billings or Missoula

$63,047 yearly
  • Glacier Bank
  • Helena, Kalispell, Bozeman, Billings, Missoula
  • Feb 08, 2021
Full time Computer Science Engineering Information Technology

Job Description

About The Role
The Network Engineer- Communications leads the design, deployment, and management of the bank's video conferencing systems and services. Responsibilities include participating in the architecture and design, installation, and deployment of collaboration technology components.

The Network Engineer provides focus on vendor management, evaluating product roadmaps, and planning for key changes to ensure GBCI maintains proactive capacity plans to support continued growth. The Network Engineer supports the team manager by directing system admins, from time to time, so that the admins regularly, consistently, and proactively perform appropriate monitoring, maintenance, support, and optimization of Network systems and services to meet established business needs. Additionally, the Network Engineer serves as an intermediary point of escalation for admins, to help resolve support challenges and propose new solutions or procedures as necessary to meet emerging business needs and support the success of appropriate projects. In accordance with GBCI policies and pertinent governance procedures, the Network Engineer operates with an advanced degree of autonomy and self-direction, such as bringing concise technical problem statements to the team manager and colleagues to initiate proactive changes, perform design reviews, and otherwise. The Network Engineer sets a positive leadership example for the team by providing perspective on support challenges and working with management to create a courteous and professional work environment.

The Network Engineer participates in in-depth dialogues, conversations, and explanations with customers, direct and indirect reports, and outside vendors that can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating, and/or advising others on matters of significance.

The entry rate for this position is $63,046.88 per year (calculated for Missoula, MT). All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

Duties and Responsibilities

1. Network / Systems Engineering

a.  Provide high-level customer support at 2nd line / 3rd line-level to internal and indirectly to external service users

b.   Subject Matter Expert in video conferencing (ex. Zoom, WebEx, GoToMeeting, etc.) and VoIP systems support

c.   Training and guidance to other team members and advisory to management on communications systems

d.   Work closely with solution providers to understand communications and service roadmap and assist management in ensuring readiness to deploy new functions

e.  Technical support on various communication products and services

f.   Provide a high level of customer service on request fulfillment - Request for change and Request for Information on our supported services

g.   Work with IT management to manage suppliers and ensure incident resolution is in line with established SLAs

h.   Troubleshoot customer issues with the goal of providing a resolution on first touch

i.   Stay current with Network product and industry trends, working with project and engineering team, business partners, and suppliers to continually improve and align GBCI’s Network strategy with GBCI business leadership priorities as well as other GBCI IT strategies and practices.

j.  Collaborate with GBCI IT architecture and engineering functions, including data center and information security teams to better understand and meet networking and connectivity needs of GBCI Divisions, through service and process improvements.

k.   Ensure all Network documentation is kept current and accurate including system configurations, including dependencies on supporting infrastructure as well as GBCI-specific IP, routing, VLAN, DNS, circuit information, etc.

l.   Support overall GBCI IT governance policies such as Change and Incident management, including directing and mentoring Network Admins to do the same.

m.   Create configuration, deployment guidelines and standards, ensure admins adhere to and endorse GBCI Network standards.

n.   Assist NIT leadership with vendor management in relation to projects, support, and service delivery.

o.   Report service quality, bandwidth, latency, system capacity, licensing, and uptime metrics

p.   Report on and drive resolution for issues related to standards and process inefficiencies and other opportunities for continual improvement. 

2. Service Delivery and Project Support

a.  Adhere to information security policies and promote information security within IT and among the banks. Support and promote the use of ITIL governance processes, including incident, problem, change, release, and configuration management. Participate and contribute in identifying standards, tools, and methods that IT should follow for proper internal control and governance processes.

b.   Support project success by contributing to project teams, completing assigned responsibilities by agreed deadlines, and effectively communicating with the project team.

c.   Identify, recommend, and coordinate process improvements within and across related departments to increase efficiency and improve service delivery. 

3. Escalated Incident Support

a.  Respond to escalated support needs such as complex or major incident resolution and broad-scale change requests for Network systems and services.

b.   Collaborative troubleshooting with other teams including port/protocol diagnostics, metrics, and log review for networking clients and devices. Compliance Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by the due date.

4. Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by the due date.


About You

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education

Required/Preferred

Education Level

Description

Required

Bachelor’s Degree

Computer Science or related information technology/science/system degree.


Experience

Required/Preferred

Experience Level

Description

Required

5 years

Similar or related work experience including preparatory experience.

Required

5 years

Providing service desk support for videoconferencing tools (O365, WebEx, GoTo Meeting, or Skype for Business) to 2nd line / 3rd line level.

Required

5 years

Endpoint devices and device management (Polycom, AudioCodes, Yealink, etc.)

Required

5 years

Experience with documentation and presentation tools such as Microsoft Office, Visio.

Required

5 years

Understanding of data center network and Enterprise WAN design and operations use cases

Required

5 years

Configuring and deploying Aruba, Avaya, Cisco, Microsoft, Palo Alto, VMware, or similar Enterprise-scale data network and network management solutions.

Preferred

Beginner Experience

Technical support experience with VoIP products 9Skype, 8x8, RingCentral) to 2nd line / 3rd line level.

Preferred

Beginner Experience

Voice services and technology (call routing, call flow, networks, etc.).

Preferred

Beginner Experience

ITIL service management strategies and processes.


Would an equivalent combination of relevant education and work experience be considered?:  
Yes


License/Certification

Required/Preferred

License/Certification

Description

Required Skills and Abilities

• Employee must be trustworthy and possess a significant level of credibility, discretion, and diplomacy.

• Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.

• Employee must be a team player with a passion for customer service and a proven ability to build rapport and work effectively with employees at all levels of the organization.

• Ability to adapt to change (e.g. shifting priorities, demands, and timelines) through time management, analytical, and problem-solving skills.

• Employee must be a self-starter with the ability to take ownership and accountability of all roles and responsibilities with minimal supervision.

• Employee must be well organized with the ability to prioritize and multi-task in a fast-paced work environment and meet deadlines with minimal supervision.

• Ability to serve as a backup for other staff members in a mutually supportive teamwork environment.

• Employee must be capable of regular, reliable, and timely attendance.

 

Additional Requirements

Travel

Occasional travel required: (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles, and public transportation and be able to lodge in public facilities.


Working Conditions

Environment:  Indoors, a climate-controlled shared work area.

Noise Level:  Minimal noise.

Lifting:  Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.


Vision

Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read the computer screen, printed materials, and handwritten materials.

Close visual acuity to conduct an inspection of small parts and defects, operate and inspect machines and devices, and assemble parts at distances close to the eyes.


Physical Activities

Frequency

Balancing: Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces.

Infrequent – rare.

Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms.

Infrequent – rare.

Crawling: Moving about on hands and knees or hands and feet.

Infrequent – rare.

Crouching: Bending the body downward and forward by bending the legs and spine.

Infrequent – rare.

Feeling: Perceiving attributes of objects such as size and shape, temperature, or texture by touching with skin, particularly that of the fingertips.

Infrequent – rare.

Fingering: Picking, pinching, typing, or otherwise working primarily with fingers rather than with the whole hand as in handling.

Daily.

Grasping: Applying pressure to an object with the fingers and palm.

Infrequent – rare.

Kneeling: Bending legs at knee to come to a rest on knee or knees.

Infrequent – rare.

Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position.

Occasional – now and then.

Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward, or outward.

Occasional – now and then.

Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.

Occasional – now and then.

Repetitive Motion: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Daily.

Stooping: Bending body downward and forward by bending spine at the waist.

Infrequent – rare.


What We Offer
COMPENSATION & BENEFITS
Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position.  We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, and paid sick, holiday, and vacation time.

COMPANY OVERVIEW
We are a family of banks whose unique local presence reflects the communities we serve.  We welcome the opportunity to grow and change as our customers and communities do the same. 

We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state or local laws.