Networking Managed Services Engineer (L3)

Quick Facts

• Role: Networking Managed Services Engineer (L3)
• Level: L3 (advanced)

Description

Provide and lead L3 managed networking services by proactively identifying and resolving technical incidents and problems, ensuring clients meet SLA conditions, and driving root-cause solutions for critical events.

Manage complex tickets, perform deep analyses, investigate third-line escalations, and mentor junior engineers through coaching, knowledge articles, and training.

Responsibilities

• Proactively identify and resolve incidents and problems; ensure SLA compliance
• Lead root-cause analysis for critical incidents and implement corrective solutions
• Handle high-complexity tickets and provide resolutions for complex networking issues
• Investigate and escalate support calls (including third-line escalations)
• Create knowledge articles for frequent tasks/issues and train junior team members
• Provide inputs to automation teams to reduce manual efforts
• Ensure client infrastructure is configured, installed, tested, and operational; perform checks and monitoring
• Respond to monitoring alerts and investigate/log problems before they escalate
• Provide onsite technical support and field engineering services; coordinate escalations with third-party vendors
• Drive operational improvements and optimize work processes, including automation opportunities
• Optionally manage and implement technology projects and deliver disaster recovery functions and tests
• Improve incident and service request quality through monthly random reviews

Requirements

• Proficiency with multiple listed technologies, including Pulse Secure SSL VPN, Juniper Virtual, Palo Alto, Fortinet firewalls, Cisco Nexus switches, Cisco ASR/ISR routers, Cisco ACS, Cisco ISE, and Meraki switching/access points
• Enterprise network architecture knowledge and routing protocol expertise (BGP, OSPF, EIGRP) plus NAT
• Experience troubleshooting uplinks to ISPs for dIA, MPLS, and P2P circuits
• Advanced certifications on at least one or two of the listed technologies; CCNP highly preferred
• Strong planning and project management abilities
• Excellent communication and active listening skills; ability to work across cultures
• Client-focused approach and ability to prioritize customer requirements
• Adaptability to changing circumstances and ability to work under pressure
• Bachelor’s degree in IT/Computing or equivalent work experience

Benefits

• Lead L3 managed networking services and drive operational improvements
• Mentor junior engineers and create reusable knowledge articles
• Contribute to automation initiatives and (where applicable) disaster recovery testing