Network Engineer (Cisco Meraki, Fortinet & Palo Alto Prisma SD-WAN)

Job title: NOC Engineer (Cisco Meraki, Fortinet & Palo Alto Prisma SD-WAN)

Type of employment: Full-time

Shift Schedule: 8 AM - 5 PM MST (Time can be identified once hired)

We're looking for an NOC Engineer to provide Tier 2 NOC support by resolving escalations from Tier 1, coordinating with Field Support Teams (FSTs) and ISPs, performing advanced troubleshooting/equipment swaps, and supporting new install turnups to keep customer networks reliable and performing.

About the Company:

The company is an IT network management provider founded in 2008, evolving from routing engineering and customer support into a holistic solution set focused on flexibility, capability, and agility for enterprise customers.

Objective of this role:

• Provide reliable Tier 2 NOC support to ensure stable client network operations
• Support technicians and field teams during deployments, troubleshooting, and installation activities
• Free up senior engineers for high-value client initiatives by providing dedicated operational support
• Deliver high-quality troubleshooting, escalation handling, and incident resolution
• Contribute to a highly accountable and solution-oriented engineering culture
• Develop the ability to independently manage support activities and technician coordination within the first 6 months

Responsibilities:

Tier 2 Network Support

• Act as the secondary escalation point for Tier 1 technicians and support queues
• Troubleshoot network-related incidents involving routing, switching, VPNs, WAN connectivity, and firewall environments
• Provide remote troubleshooting support via phone and remote access tools
• Support break-fix activities and ensure timely issue resolution

Field Support Team (FST) Coordination

• Collaborate with FSTs (ISPs, clients, CIS technicians) to ensure smooth check-ins and check-outs during support operations.

Break-Fix, Turnups, and Advanced Troubleshooting

• Manage and resolve break-fix issues and oversee turnups of new installations.
• Perform equipment swaps and advanced troubleshooting (remote access + limited configuration updates such as WAN IP changes).

Dispatch, Equipment Requests, and Billing Support

• Submit dispatch requests for on-site support when required.
• Handle equipment replacement requests for non-ISP equipment.
• Identify and submit billing discrepancies for resolution.

Branch Test and Turnup

• Take primary responsibility for turnup projects when assigned.
• When not on turnups, operate as Tier 2 support with the same responsibilities and access as other Tier 2 technicians.

Required skills and qualifications:

• 2+ years of experience in a Technical Support, Network Operations Center (NOC), or Network Support role.
• Strong Managed Services Provider (MSP) background required.
• Proven experience performing Tier 2+ network troubleshooting, including firewalls, VPNs, network/site outages, and connectivity issues.
• Hands-on experience supporting Cisco Meraki, Fortinet and Palo Alto Prisma SD-WAN environments.
• Hands-on experience in Prisma SD-WAN firmware upgrades and device support (e.g., break/fix, hardware replacements).
• Strong networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, routing, switching, and related protocols.
• Familiarity with network technologies and protocols such as BGP, OSPF, SD-WAN, IPsec VPNs, and WAN troubleshooting.
• Experience managing firewall policies, network appliances, and network security devices.
• Experience supporting network infrastructure rather than PC or cloud-only environments.
• Knowledge of network operations, incident response processes, and SLA-driven triage.
• Experience with change management, production deployments, rollback planning, and firmware/patch management for network and security devices.
• Ability to coordinate effectively with ISPs, vendors, remote users, and field technicians to resolve network issues.
• Experience using remote access and network troubleshooting tools.
• Strong communication and customer service skills, including phone-based troubleshooting and stakeholder communication.
• Ability to work in a fast-paced environment while managing multiple priorities and escalations simultaneously.

Preferred skills and qualifications

• Networking certifications such as Cisco CCNA, Fortinet NSE, CompTIA Network+, or similar.
• Experience with SolarWinds or other network monitoring, visibility, and troubleshooting tools.
• Experience supporting ISP cutovers, branch turn-up projects, and site deployments.
• Exposure to Palo Alto, Zabbix, or similar networking platforms and monitoring solutions.
• Experience creating and maintaining technical documentation, network diagrams, and installation guides using Visio, Draw.io, or similar tools.
• Previous experience in Tier 2 or Tier 3 support environments.
• Experience providing remote support and guidance to on-site field technicians.