Provide advanced operational support, troubleshooting, administration, and maintenance of enterprise network infrastructure while acting as the escalation point for Level-1 support teams.
Requirements
Incident Management
Resolve escalated network incidents.
Perform advanced troubleshooting and root cause analysis.
Coordinate with vendors and engineering teams when required.
Routing & Switching
Support and troubleshoot enterprise network environments, including:
OSPF
EIGRP
BGP
VLANs
STP (Spanning Tree Protocol)
EtherChannel
QoS
Layer 2 and Layer 3 networking
Wireless Support
Manage and troubleshoot Cisco and Aruba wireless environments, including:
Wireless controllers
Access points
Authentication services
Connectivity issues
Firewall & Security
Administer and support:
Palo Alto firewalls
Cisco ASA/FTD firewalls
VPN technologies
NAT configurations
High Availability (HA) environments
Cisco ISE
Network Access Control (NAC)
Network security policies
SD-WAN & WAN Operations
Support enterprise WAN and SD-WAN environments.
Perform carrier troubleshooting and network optimization activities.
Change Management
Execute approved network changes, upgrades, deployments, and maintenance activities in accordance with established change management processes.
Monitoring & Performance Management
Monitor network health and availability.
Analyze performance trends.
Proactively identify operational risks and improvement opportunities.
Vendor Coordination
Work directly with vendors including:
Cisco TAC
Palo Alto
Aruba
Internet Service Providers (ISPs)
Other technology partners
Documentation
Maintain and update:
Network diagrams
Standard Operating Procedures (SOPs)
Knowledge base articles
Configuration records
Operational documentation
Collaboration
Work closely with Service Desk, Infrastructure, Security, and Engineering teams to ensure operational excellence.
Tools & Platforms
ServiceNow
Jira
SolarWinds
Cisco Prime
Cisco DNA Center (DNAC)
NetBrain
Wireshark
Network monitoring and management platforms
Required Experience
Minimum 5 years of experience in enterprise networking, operations, and support environments.
Experience level is a suggested requirement based on the engineering scope of the role.
Required Technical Skills
Routing & Switching
Wireless Networking
SD-WAN
Firewall Administration
Network Security
VPN Technologies
Network Monitoring
Advanced Troubleshooting
Preferred Certifications
CCNA
CCNP
Aruba Wireless Certifications (ACMA, ACMP, ACCP)
Education
Bachelor's Degree in Computer Science, Information Technology, or a related field.
Key Deliverables
Maintain network stability and availability.
Resolve incidents within defined SLAs.
Successfully execute network changes and upgrades.
