About this role
What You'll Do
- Monitor, analyze, and support enterprise network environments to ensure optimal performance and availability.
- Investigate network incidents, outages, and performance degradation issues.
- Lead root cause analysis and drive corrective and preventive actions to reduce repeat incidents.
- Serve as an escalation point for complex technical issues and collaborate with engineering teams to resolve them.
- Work directly with customers and internal stakeholders to troubleshoot connectivity and service issues.
- Support LAN, WAN, VPN, cloud, wireless, and security technologies.
- Participate in customer implementations, migrations, and infrastructure improvement projects.
- Support the transition of new products and network solutions from Engineering to Operations.
- Maintain accurate documentation, knowledge articles, and operational procedures.
- Manage incident, problem, and change activities using ITSM and ITIL-based processes.
- Identify opportunities for automation, operational efficiency, and continuous improvement.
- Participate in an on-call rotation as needed.
What We're Looking For
Required
- Bachelor's degree in Information Technology, Computer Science, Network Engineering, or equivalent experience.
- 3+ years of experience supporting enterprise network environments.
- Strong understanding of:
- TCP/IP
- Routing and switching
- DNS and DHCP
- VPN technologies
- Network monitoring tools
- Firewall concepts
- Experience troubleshooting and resolving network-related incidents.
- Strong analytical and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Excellent communication and customer service skills.
Nice to Have
- Experience supporting:
- Fortinet
- Cisco Meraki
- Palo Alto
- Creadlepoint
- AWS networking environments
- Experience working in an ITIL-based support organization.
- Understanding of PCI-DSS or related compliance frameworks.
- Experience with cloud networking and infrastructure.
- Network certifications such as:
- CCNA
- Network+
- JNCIA
- Palo Alto Networks certifications
- Meraki certifications
How You'll Succeed
People who thrive on our team show:
- Decision Quality – makes sound decisions and knows when to escalate.
- Ensures Accountability – takes ownership and follows through on commitments.
- Manages Complexity – quickly identifies root causes and solves challenging technical issues.
- Plans and Aligns – prioritizes effectively and works proactively.
- Tech Savvy – embraces emerging technologies, automation, and AI-enabled tools.
- Drives Results – consistently delivers high-quality outcomes.
- Optimizes Work Processes – seeks continuous improvement opportunities.
- Cultivates Innovation – looks for new and better ways to solve problems.