Senior Network Operations Engineer
6 days ago
As a key member of our team, the Senior Network Operations Engineer will play a pivotal role in ensuring the smooth operation of our network infrastructure. This position requires strong technical expertise, exceptional leadership skills, and a keen eye for detail.
Responsibilities
- Manage daily security and SD-WAN operational activity, including leading and coaching a team of engineers responsible for resolving complex issues related to Fortinet security/SD-WAN/LAN/WAN/Wi-Fi, VeloCloud/VMware/Broadcom SD-WAN/LAN/WAN, and Meraki security/SD-WAN/LAN/WAN/Wi-Fi.
- Conduct annual and ad-hoc personnel performance evaluations to ensure team members are meeting expectations.
- Develop and deliver training programs to enhance trouble ticket resolution, communication, ticket prioritization, and follow-up improvement opportunities.
- Organize weekly or bi-weekly training sessions with selected personnel to ensure they maintain existing certifications and gain new ones.
- Evaluate and enforce adherence to established processes, procedures, policies, troubleshooting/resolution guides, and walkthroughs.
- Identify missing documentation and assign resources for its creation or update.
- Oversee all open trouble tickets assigned to Tier 2 security and SD-WAN technicians to guarantee timely interaction, resolution, and accurate root cause analysis.
- Review individual and team key performance indicators, SLAs, and SLOs, and implement corrective actions to address deviations before they become problems.
- Assist technicians in their work on open trouble tickets to improve customer experience and reduce ticket duration.
- Eliminate or reduce ticket activity through education, training, improved or additional documentation, process changes, and/or tool enhancements.
- Serve as the primary escalation point for issues beyond technician level and ensure timely resolution and communication.
Qualifications
Requirements
- 3+ years of experience as a NOC or repair supervisor at a large 24x7 MSP/ISP offering Internet, networking, security, and SD-WAN via multiple carriers and circuit types.
- 4+ years of experience as a senior NOC or repair technician resolving individual Internet, networking, security, and SD-WAN service issues.
- Demonstrable understanding of OSI layers and troubleshooting techniques across them for all applications/services.
- Strong educator/mentor skills to provide guidance to technicians on open tickets.
- Excellent verbal and written communication skills to educate, support, and guide customers and agents on open tickets.
- Hands-on experience and technical certifications with Fortinet FW/SD-WAN/Wi-Fi/switches, Velo/VMware/Broadsoft SD-WAN, Cisco Meraki routers/switches/Wi-Fi, PEPlink and/or BEC mobile wireless routers and modems, and CLI-based BGP/OSPF/VLANs/AAA/security routing and switching on Cisco, Adtran, and Fortinet devices.
- 3 years of experience modifying monitoring and ticket platforms to optimize notification and handling processes and intervals.
- Familiarity with SNMP, ICMP, scripts, API, closed portals, vendor OSS/BSS platforms, Syslog, RADIUS logs, SNMP alerts, TACACS logs to improve the customer experience and tier 2 event awareness and performance.
- Proven ability to inspire and educate technicians.
- Demonstrable history, focus, and mastery on the items outlined in the responsibilities section.
Additional Information
What We Offer You:
- Medical benefits with optional supplemental services through AFLAC.
- Paid Time-Off Plan.
- Paid Holidays.
- 401K with employer match.
- AT&T Discount on personal mobile plan.
This remote role is available to candidates anywhere in the United States.
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