Network Service Engineer III

About the Role

The Network Operations Tier 2 role reports to the Manager of Global Network Operations and serves as a technology leader responsible for the reliability and security of strategic network platforms, including Cisco/Juniper LAN/WAN, Palo Alto firewalls, Mist and Meraki access points, and F5 load balancers. The position provides second‑level support for break/fix, service requests, observability improvements, documentation, capacity management, and delivers critical feedback to Engineering and Architecture teams. Collaboration is central to the role, with close interaction with Engineering, Architecture, Infosec, and Application Development teams to drive performance optimization, implement best practices, and maintain a secure environment. The incumbent also helps develop Site Reliability Engineering (SRE) functions within the network operations team and works in a multi‑national, 8×5 "follow‑the‑sun" model that includes periodic weekend on‑call and occasional after‑hours activities. • Monitor network uptime and ensure SLA compliance for the global enterprise network. • Maintain and support enterprise Wi‑Fi platforms, including troubleshooting and health checks. • Act as second‑line support for network issues, escalating Tier 1 incidents as needed. • Perform incident response, triage, troubleshooting, resolution, and standard service request processing. • Identify and proactively manage problems for assigned Wi‑Fi platforms. • Resolve internal customer issues and coordinate with vendors until resolution. • Configure Wi‑Fi systems, switches, routers, firewalls, load balancers, and other network devices. • Execute advanced troubleshooting, configuration modifications, and upgrades. • Manage vendor relationships and escalation for ISPs and OEMs supporting infrastructure. • Ensure adherence to network configuration and design principles. • Automate support processes and procedures for network operations. • Contribute to the development of the SRE role within Network Operations. • Document and publish knowledge‑base articles, work instructions, and procedures. • Collaborate with a multinational team in an 8×5 follow‑the‑sun schedule. • Participate in periodic weekend on‑call and ad‑hoc after‑hours activities. • Assist with infrastructure projects on an as‑needed basis. • Provide limited on‑site network support (less than 10% of time). • Hands‑on troubleshooting of complex wireless networks, including standards, security, and radio placement. • Supported global network infrastructure across OSI layers, including routing and switching protocols (OSPF, BGP, STP, VLAN). • Performed production network configuration changes and troubleshooting over multiple years. • Utilized packet capture tools like Wireshark for diagnostic analysis.

Key Responsibilities

• ▸network monitoring
• ▸wi‑fi support
• ▸incident response
• ▸device config
• ▸automation
• ▸vendor management

What You Bring

• Hold a Bachelor’s degree or equivalent experience. • Demonstrated experience as a Network Operations Tier 2 professional with a focus on Wi‑Fi infrastructure and observability. • Proficient with ServiceNow and ITIL processes for incidents, requests, problems, and changes. • Experience with Cisco Meraki and Juniper Mist technologies. • Worked with network hardware such as switches, routers, firewalls, and load balancers; Juniper, Cisco, Palo Alto, and F5 preferred. • Intermediate understanding of network security best practices (PAN firewalls, Cisco ISE, GlobalProtect, SSL, IPsec, Dot1x). • Excellent English verbal and written communication skills. • Wi‑Fi specific certifications are a plus.

Requirements

• ▸bachelor
• ▸tier2
• ▸servicenow
• ▸itil
• ▸cisco meraki
• ▸juniper mist

Work Environment

Onsite