Job Description
Our client, a leading telecommunications and technology company, is seeking an experienced Data Network Engineer to join their Managed Service Assurance Data Team (SBNOC). This engagement is supporting an ITIL Tier 3 engineering team that resolves escalated network issues for managed services customers across a broad range of networking technologies including managed routers, managed firewalls, SD-WAN, managed network edge solutions, Cisco, Meraki, Fortinet, Juniper, and Palo Alto environments.
This role is best suited for highly experienced troubleshooting engineers rather than provisioning or implementation-focused engineers. Successful candidates will have deep hands-on expertise with their supported technologies, active industry certifications, and the ability to quickly diagnose and resolve customer-impacting network issues in a time-sensitive managed services environment with minimal supervision.
The ideal candidate will bring strong hands-on troubleshooting experience, be comfortable working directly with customers, and have the ability to step into a fast-paced managed services environment with minimal ramp-up time. This position requires participation in an on-call rotation and a commitment to providing exceptional customer support through effective verbal and written communication.
If you believe you are the right fit for the role, we welcome you to apply!
Key Responsibilities
-Receive and resolve escalated engagement tickets from Tier 1/Tier 2 support teams, serving as the first layer of engineering (ITIL Tier 3) for managed services customers
-Diagnose and troubleshoot complex network issues across managed routers, managed firewalls, SD-WAN solutions, managed network edge technologies, and related networking platforms
-Provide advanced break-fix support and incident resolution for enterprise and managed services customers
-Manage and maintain network configurations across Cisco, Cisco Meraki, Fortinet, Juniper, Palo Alto, and similar networking environments
-Collaborate directly with customers, help desk teams, and internal support organizations to ensure timely resolution of customer-impacting incidents
-Perform network assessments to identify performance, capacity, security, and connectivity gaps
-Configure, troubleshoot, and support routers, switches, firewalls, wireless networks, and security infrastructure
-Assist with the planning, implementation, documentation, and optimization of enterprise network environments
-Support secondary technologies including Cisco Umbrella, Cisco Duo, and Wi-Fi solutions
-Document troubleshooting steps, resolutions, network configurations, and customer communications to support knowledge sharing and ticket closure
-Support continuous service assurance initiatives by identifying recurring issues, contributing to root cause analysis, and recommending infrastructure improvements
-Respond to and resolve high-priority customer outages within aggressive SLA commitments and service restoration targets
-Independently troubleshoot complex production network issues with limited supervision and minimal reliance on vendor documentation during active incidents
-Perform fault isolation, root cause analysis, and rapid restoration activities within customer-facing production environments
-Participate in an on-call rotation (Fridays 7pm Central through Thursdays 7am Central), proactively communicating availability and schedule to leadership and team members
-Work end-of-day shift hours (approximately 10am-7pm CST) to provide coverage during peak escalation windows
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
-5-10 years of experience supporting enterprise networking environments, managed services operations, or network engineering teams
-Advanced hands-on experience supporting managed routers, managed firewalls, SD-WAN solutions, managed network edge technologies, and related networking platforms
-Strong break-fix troubleshooting skills with the ability to independently diagnose and resolve complex network incidents
-3+ years of hands-on experience with Cisco Meraki
-3+ years of vendor-level experience with Cisco networking technologies, including configuration, troubleshooting, and incident resolution
-2+ years of experience supporting Fortinet solutions, including FortiGate, FortiManager, or equivalent platforms
-Experience with enterprise routing, switching, network security, wireless networking, and infrastructure support
-Experience working within an ITIL-aligned support organization, preferably at the Tier 3 engineering level
-Experience serving as a senior escalation engineer within a NOC, Managed Services, Service Assurance, or Tier 3 support environment
-Proven ability to troubleshoot and restore customer-affecting incidents across Cisco, Meraki, Fortinet, Juniper, and/or Palo Alto environments
-Demonstrated experience working against strict SLAs and customer outage restoration requirements
-Experience documenting network architecture, troubleshooting processes, and operational procedures
REQUIRED CERTIFICATIONS
-Active Cisco CCNA certification (required)
-In addition to CCNA, candidates must hold one or more of the following active certifications:
--> Cisco Meraki CMSS
--> Fortinet NSE4
--> Juniper JNCIA
--> Palo Alto PCCP
Certification verification links or validation credentials must be provided with all candidate submissions.
Nice to Have Skills & Experience
-Experience supporting Cisco Umbrella
-Experience supporting Cisco Duo
-Experience with enterprise Wi-Fi deployments and troubleshooting
-Experience designing, implementing, or optimizing enterprise network infrastructure
-Knowledge of network security technologies including firewalls, intrusion detection, access control, and secure connectivity solutions
-Experience performing network capacity, performance, and security assessments
Compensation: $30/hr to $35/hr
**Exact compensation may vary based on several factors, including skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.