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Job Overview
The Senior Network Engineer (L3) is a senior technical resource within the Managed Services organization responsible for supporting, maintaining, troubleshooting, and optimizing enterprise network and security environments. This role serves as a key escalation point for complex incidents, major outages, infrastructure changes, and project implementations while ensuring the availability, performance, and security of customer networks.
The ideal candidate must possess strong hands-on experience in enterprise routing and switching (BGP, OSPF, MPLS, LAN/WAN, VLANs, STP, HSRP/VRRP, and SD-WAN) together with advanced administration and troubleshooting expertise across Palo Alto (PAN-OS, Panorama, GlobalProtect), Fortinet (FortiGate, FortiManager, FortiAnalyzer), and Cisco Secure Firewall platforms (FTD/FMC). The role requires a strong operational mindset with ownership of incidents, root cause analysis, change implementations, and continuous service improvement initiatives.
Key Responsibilities
- Incident Lifecycle Ownership: Own the full lifecycle of complex network and firewall incidents — from detection through resolution and post-incident review — ensuring accountability for technical outcomes, stability, and documentation.
- Critical Incident Leadership: Lead investigation and resolution of critical network incidents, driving coordination across internal teams, vendors, and customer stakeholders.
- End-to-End Technical Ownership: Make technical decisions and take end-to-end ownership of network issues, driving resolution without reliance on further escalation.
- Project Delivery: Lead technical delivery of network projects, including scoping, estimation, design, and implementation.
- Root Cause Analysis: Perform root cause analysis and develop long-term remediation strategies to prevent recurrence of network issues.
- Change Validation: Validate and approve network changes, designs, and remediation strategies to ensure quality and compliance.
- Infrastructure Management: Configure, maintain, and troubleshoot Cisco, Palo Alto, and Fortinet networking and firewall equipment.
- Environment Optimization: Conduct targeted cleanup and improvements of existing network environments to ensure stability and scalability, minimizing customer downtime.
- Security Collaboration: Collaborate with the security team to ensure proper network hardening is in place and that all risks are properly mitigated or remediated.
- Mentorship: Provide technical guidance and mentorship to junior engineers.
- Documentation: Contribute to architecture documentation, diagrams, and operational runbooks.
Qualifications
- Education: A degree or equivalent experience in Computer Science or a related field.
- Experience: 10+ years of experience within an MSP, VAR, ISP, NOC, or enterprise IT environment, with a strong focus on troubleshooting and maintaining multi-client network infrastructure.
- Firewall Platforms: Advanced, hands-on experience managing enterprise firewalls across all three of the following: Cisco FTD/FMC, Palo Alto Networks PAN-OS/Panorama, Fortinet FortiGate/FortiManager
- Routing & Switching: Strong, demonstrable troubleshooting depth in TCP/IP, OSPF, BGP, EIGRP, IPSec, SNMP, STP, VTP, and VLANs — with the ability to describe specific production issues diagnosed and resolved (e.g., BGP route advertisement failures, OSPF adjacency stuck in Exstart/Exchange, STP topology change storms), not just conceptual familiarity.
- Firewall Rule Optimization: Experience conducting firewall rule cleanup and optimization in legacy environments — hit-count analysis, shadowed rule detection, and a structured decommission process with stakeholder confirmation and change approval.
- Virtualized Network Infrastructure: Experience with network infrastructure in virtualized environments (VMware or similar), including virtual switches, VLAN configuration, and network segmentation.
- OSI-Layer & Application Troubleshooting: Experience with application-level troubleshooting, packet inspection, and cross-OSI-layer performance and connectivity diagnostics.
- MSP Operations: Direct experience tracking billable time against client tickets/projects (target ~70% utilization) using an ITSM/PSA platform (e.g., ConnectWise, Autotask, HaloPSA, ServiceNow), and working within a formal ITIL-based change management process (CAB awareness, standard/normal/emergency change categories, rollback planning).
- Incident Ownership & RCA: Proven, first-person experience owning critical network incidents end-to-end — from detection through post-incident review — including producing formal root cause analyses (not just informal fixes) and identifying recurring problems to drive systemic, long-term remediation.
- Customer Communication: Proven ability to communicate directly with client stakeholders during incidents — setting expectations, taking visible ownership, and avoiding blame-shifting under pressure.
- Mentorship: Demonstrated experience mentoring or coaching junior engineers, with a specific example of measurable impact on their capability or an outcome.
- Language: Excellent written and verbal English communication skills for client-facing and cross-team collaboration.
- Availability: Willingness and demonstrated prior experience working US EST/PST hours (7am–7pm EST window, with potential extension to 7pm PST), including after-hours or weekend on-call coverage.
Preferred Qualifications
- Certifications: Active CCNP (Enterprise) or equivalent; Palo Alto PCNSE or Fortinet NSE 4/7 also valued. Active/current certification status matters more than possession alone — lapsed certifications are a yellow flag given how fast platform versions change.
- Cloud Networking: Experience troubleshooting network-layer issues in AWS, Azure, or GCP — e.g., VPC Flow Logs, AWS Reachability Analyzer, Azure Network Watcher, route table inspection, security group vs. NACL layering — beyond simply provisioning compute.
- Cisco CUCM: Experience with Cisco Unified Communications Manager and enterprise voice/UC infrastructure — device registration troubleshooting, TFTP config checks, and VLAN/DHCP/QoS verification for voice traffic.
- Network Automation: Experience writing automation scripts from scratch (not just modifying existing ones) using Python (Netmiko/Paramiko/NAPALM) or Ansible, with a measurable operational outcome (time saved, errors reduced).
- Network Security Practices: Experience with network hardening, monitoring, and threat assessment practices.
- MSP/ITIL Exposure: Prior experience in an MSP environment with exposure to ITIL-based service delivery models.
- Customer-Facing Projects: Experience delivering customer-facing IT network projects, from scoping through delivery and handover.
- AI Tool Fluency: Practical use of AI tools for troubleshooting, config analysis, or RCA drafting — with demonstrated critical verification of AI output before applying it to production environments (a specific instance of catching an AI error is a strong positive signal).
Work Arrangement & Schedule
- Fully remote following EST Time Zone
- After-hours and weekend coverage may be required on occasion.
- All necessary equipment is provided
Ready to experience the #AcxelsusAdvantage? Join our team today!
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