Note: The job is a remote job and is open to candidates in USA. 11:11 Systems is looking for a Network Operations Engineer whose primary responsibility will be to assist with providing 24/7 monitoring, technical support, implementation, and escalation for their global network infrastructure. The role requires a team player with excellent customer service skills and a solid technical background to support various networking solutions.
Responsibilities
- Assist with the configuration, installation, maintenance, and upgrade of Fortinet, Cisco and Palo Alto next generation firewall devices supporting 11:11 customers and internal network infrastructure
- Support existing customer facing networks and assist senior engineers with network expansion, hardware refresh, and connectivity solution efforts
- Implement system and network configurations in compliance with corporate security policies and security best practices
- Support technology solutions, such as SDWAN, MPLS, Wired and Wireless Connectivity solutions (Layer 2 and Layer 3), Firewalls, Routers, Switches, and Load Balancers in accordance with best practices and company policies
- Perform day-to-day lifecycle management of Cradlepoint wireless edge devices via Ericsson NetCloud Manager (formerly NetCloud ECM), including device onboarding and provisioning, configuration group management, NetCloud OS firmware upgrades, and licensing/subscription tracking
- Provide break/fix support and change management for Cradlepoint deployments, including troubleshooting cellular (LTE/5G) WAN connectivity and carrier-related issues, coordinating hardware RMAs, and implementing configuration changes through NetCloud Manager in accordance with established change control processes
- Provide multi-layered technical support to our customer base using services supported through our Network Operations Center
- Review and resolve anomalies that are potentially service impacting. Escalate to senior engineering resources or management if necessary
- Escalate complex customer issues to senior engineering resources while maintaining ownership through resolution
- Serve as a liaison with customers, vendors, and other third-party providers to troubleshoot issues
- Accurately track issues in the ticketing system while providing timely updates to customers on progress and resolutions
- Obtain and maintain technical certifications to further knowledge of products and services offered by the company
- Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values
- Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
- Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements
- Additional duties as assigned
Skills
- Bachelor's or University degree in a related field of study or an equivalent 5+ years of related work experience required
- Solid understanding of the OSI model with hands-on network troubleshooting experience using debug commands, packet captures, and routing and path analysis
- Hands-on experience with configuration and troubleshooting of Cisco ASA/Firepower and Cisco Secure Firewall Management Center, Fortinet FortiGate Firewalls and Fortinet Product Suite including Fortinet Access-Points and Fortinet Switches
- Experience with Cisco Routers and Switches
- Familiarity with Juniper Switches (EX/QFX), Routers, and Firewalls (SRX)
- Familiarity with Palo Alto Firewalls and Panorama
- Experience supporting and troubleshooting SD-WAN environments, with hands-on exposure to FortiGate SD-WAN implementations
- Experience with configuration, deployment, and troubleshooting of Cradlepoint routers and wireless WAN solutions managed through Ericsson NetCloud Manager, including cellular (LTE/5G) connectivity troubleshooting
- Working knowledge of routing protocols (BGP, OSPF) with hands-on troubleshooting experience
- Strong experience troubleshooting Layer 2 and Layer 3 issues
- Demonstrated customer focus with strong customer service skills, including the ability to explain technical issues clearly to both technical and non-technical stakeholders
- Strong analytical and problem-solving skills, with the ability to take ownership of incidents and drive them through to resolution in a 24/7 operations environment
- Proven ability to collaborate effectively in a team setting, including working across shifts and time zones and sharing knowledge with peers
- Demonstrated learning agility and adaptability, with a willingness to acquire new skills and technologies as the network and customer needs evolve
- Must be legally eligible to work in assigned country without visa sponsorship
- Exposure to Cisco Nexus Switches
- F5 (LTM/GTM) experience
- Exposure to VMware NSX-V and NSX-T
- Exposure to AWS networking services (VPC, Transit Gateway, VPN, Direct Connect, Security Groups, NACLs)
- Exposure to Cloudflare services (DNS, CDN, WAF, DDoS protection, Zero Trust/Access, Tunnel)
- Relevant industry certifications such as Cisco CCNA/CCNP, Fortinet NSE (e.g., NSE 4), Palo Alto PCNSE, or Cradlepoint certifications
Benefits
- This is a full-time remote role, based in the United States
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