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. Engineers in this role also own SOP/knowledge-article development and Help Desk enablement work that underpins the shift-left roadmap, and serve as backup escalation support for the ACI Support Lead. /n Key Responsibilities: /n conduct pre-migration consultations and educate agents on the ACI migration process and office network readiness; /n perform Tier 2 troubleshooting strictly within network/ISP scope (VPN connectivity, Wi-Fi, internet connectivity, routers and switches); /n gather office network/topology information live during agent consultation calls, since State Farm does not maintain per-office topology maps; /n hand off peripheral-device issues (printers, scanners, laptops) to WG5411 once the network path is confirmed positive, and hand off deeper infrastructure issues to VPN/Network/Migration teams; /n own cases end-to-end in ServiceNow, including follow-up until resolution or appropriate transition; /n deliver proactive consultations for complex/larger offices as scheduled; /n convert recurring case patterns into formal SOPs and knowledge articles for both the ACI team and the Help Desk,



and design/deliver Help Desk shadowing/training sessions on the most common ACI FAQs and readiness questions; /n track and refine the list of items being shifted left to Help Desk, in coordination with the ACI Support Lead; /n serve as a secondary escalation point and backup for the ACI Support Lead when unavailable. /n Required Skills &

Qualifications: /n solid understanding of TCP/IP, DNS, DHCP, VPN concepts, Wi-Fi, routers, and switches; /n comfortable troubleshooting basic Windows networking and guiding non-technical users through configuration steps; /n strong verbal and written communication skills with a customer-service orientation for non-technical, sometimes frustrated end users; /n experience with an ITSM/ticketing platform (ServiceNow preferred); /n ability to work assigned shift hours, including offshore night hours, to cover the 7 AM–7 PM EST window; /n demonstrated ability to translate technical troubleshooting into clear, simple documentation for non-specialist audiences; /n prior experience authoring SOPs/knowledge-base content or delivering training/enablement sessions; /n strong organizational skills to manage a documentation backlog alongside live case work. /n Preferred certifications: CCNA/CCNP, ITIL Foundation.

📌 Network Engineer (Salem)
🏢 HTC Global Services
📍 Salem