Network Support Engineer

Our organization is seeking an experienced Network Engineer to provide 24x7 support to clients' network infrastructure. The ideal candidate will have extensive experience in troubleshooting complex network issues, firewall deployment, and infrastructure monitoring.

• Provide level-3 network support for troubleshooting issues related to routing, switching, and firewall configurations across multiple client environments.
• Remotely access devices at various client locations to perform diagnostics, troubleshooting, and resolution of network-related issues.
• Collaborate with network operations teams to resolve escalated tickets within service level agreements while ensuring proper documentation and ticket updates.
• Monitor network traffic, identify bottlenecks, and proactively resolve network issues.

• Deploy and manage firewalls (Fortinet, Palo Alto, WatchGuard) to ensure secure network communication and compliance.
• Create, update, and maintain firewall rules and configurations to accommodate evolving network requirements.
• Troubleshoot and resolve firewall-related issues, ensuring proper network segmentation and security policies are in place.

• Monitor the health and performance of the network infrastructure, ensuring continuous uptime and reliability.
• Maintain clear, concise documentation for network configurations, changes, troubleshooting steps, and solutions.
• Implement regular network audits to ensure the infrastructure remains organized, secure, and well-maintained.
• Ensure network cleanliness and efficiency by removing obsolete configurations, unused IPs, and outdated network devices.

• Configure and manage SD-WAN solutions and associated controllers for cloud-managed network devices.
• Assist in the setup, deployment, and troubleshooting of SD-WAN networks across multiple client sites.
• Collaborate with clients on the setup and integration of cloud-managed network devices and SD-WAN controllers.

• Interact with clients and stakeholders to ensure timely resolution of network-related issues, ensuring customer satisfaction.
• Maintain a high standard of communication, ensuring clients are informed about ongoing issues, progress, and resolutions.

• Provide guidance and mentorship to junior support engineers and network operations team members.
• Assist in knowledge transfer and training for internal teams, ensuring consistent processes and quality service.

Required Skills and Qualifications:

• 9+ years of experience in network support, with level-3 expertise in troubleshooting complex network issues in a 24x7 environment.
• Extensive experience with networking technologies including routing, switching, and firewall management (Fortinet, Palo Alto, WatchGuard).
• Hands-on experience with Juniper, HP Aruba, Cisco Meraki, Palo Alto, Fortinet, and WatchGuard firewalls and devices.
• Strong knowledge of SD-WAN technologies and the configuration of cloud-managed network devices.
• Experience working with Azure and AWS network configurations is a plus.
• Proficient in network monitoring tools and diagnostic utilities.
• Ability to remotely manage and configure devices across a wide range of makes and models.
• Strong troubleshooting skills with the ability to work under pressure in a fast-paced environment.
• Excellent communication skills to interact with clients and document technical processes clearly and concisely.

Preferred Certifications:

• Cisco CCNP, Fortinet NSE, Palo Alto Networks PCNSE, AWS Certified Solutions Architect, or similar certifications.
• SD-WAN certifications (e.g., Meraki SD-WAN, Fortinet SD-WAN).
• Azure Networking Associate or AWS Certified Advanced Networking certification is a plus.

Why this role?

• Join a 24x7 network operations team working with cutting-edge technologies.
• Opportunity to work with diverse client environments across different network devices and architectures.
• Competitive compensation and benefits, and a chance to grow within the organization.