Associate Course Director — It & Networking Labs

Data Network Engineer

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.

• 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 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 Forti Gate, Forti Manager, 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

• Active Cisco CCNA certification (required)
• Cisco Meraki CMSS
• Fortinet NSE4
• Juniper JNCIA
• Palo Alto…