Network Infrastructure Specialist

The Network Operations Center (NOC) Engineer plays a critical role in ensuring the smooth operation of our customers' network infrastructure. This technical role involves implementing, supporting, maintaining, and optimizing networks in vendor-neutral environments.

As a NOC Engineer, you will provide escalation support for customer network issues and outages, working to resolve problems directly or in partnership with vendors, channels, and Field Services teams. This requires utilizing documented customer procedures, ITIL best practices, technical skillsets, and soft skills to deliver an exceptional customer experience through network issue resolution and configuration activities.

This position is essential in driving customer satisfaction and retention through first-level resolution and service level agreement (SLA) compliance. The goal is to ensure that customer network issues are resolved in a timely and accurate manner.

• Provide incident escalation support for NOC and Network Engineering teams for critical incidents and problem management activities, including technical triage, troubleshooting, and resolution support for critical customer service interruptions.
• Gather necessary information to understand current network issues, develop a diagnosis, drive issues to resolution, and identify root causes of events, sometimes requiring escalation to Tier 2/3 Principal Network Engineers if unable to resolve.
• Review customer networks, recommend network infrastructure changes, and complete standard changes to improve network performance.
• Facilitate change implementation actions in complex enterprise network environments.
• Ensure proper incident management from the initial customer call.
• Monitor customers' networks and ensure alarms are processed according to established priority, customer-specific procedures, and SLAs.
• Complete service requests, network implementations, migrations, and other change management engineering activities.
• Recommend continual service improvement for both internal and external customer networks/systems/processes.
• Participate in customer meetings to review performance, identify improvement opportunities, and enable more secure, efficient, and optimized environments in areas of cost and performance.
• Document customer network issues, communicate status, and next-step action plans in the Service Now ticketing system.
• Update service requests to ensure service level agreements are met.
• Provide on-call support for NOC Operations.

• Proven 4-7 years of experience working in a technical environment with demonstrated enterprise-level network troubleshooting in MSP environments.
• Willingness to learn new tools, customers, technologies, monitoring tools, and NOC best practices.
• Previous technical experience: router and switch configuration, circuit configuration, VLAN configuration, iOS upgrade, data network infrastructure support, LAN/WLAN data communication, WAN routing/optimization technologies, Cisco, Meraki, Fortinet routing and switching technologies, SDWAN switching technologies, unified communications (UC/UCCE), Infoblox DNS/DHCP/IPAM application.
• Associates degree in a related field preferred.
• Certifications: Cisco CCNA, Juniper JNCIA, or Fortinet FCA required; CCNP, ITIL v4 preferred.
• Self-starter with an appropriate sense of urgency and capability to resolve complex technical problems, working both independently and collaboratively with a team.
• Willingness and desire to continue advancing technical expertise in collaboration with Engineers and Architects through the pursuit of technical certifications.
• Strong communication skills (written, verbal, presentation).
• Ability to follow and document standard processes and procedures.
• Ability to stay calm under pressure in a fast-paced environment, maintain a positive attitude, and quickly adapt to changing priorities and new technologies.
• Ability to work assigned shifts and on-call rotation.

This role offers a challenging and dynamic environment where you can grow professionally and contribute to the success of our customers.

Must be able to work weekends and non-traditional business hours as needed to meet business obligations.