Sr Network Engineer; Remote

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.

• 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

• 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…