Senior Service Desk Engineer
Agent
DNSFirewallsServiceNowSwitchingTCP/IP
Job Level
Junior
Tech Stack
FirewallsServiceNowTCP/IP
About the role
- Serve as a support resource, resolving basic to medium customer-reported issues related to SD-WAN, firewalls, routers, and switches.
- Receive customer calls and own case lifecycle in Salesforce and ServiceNow.
- Troubleshoot and resolve VPN tunnel issues (Phase 1 and 2), Fortinet firewall policies, and network security configurations.
- Perform network device replacements (firewalls, routers, and switches) using backup configurations.
- Conduct root cause analysis and service restoration for network performance issues.
- Maintain SLAs by prioritizing and resolving tickets based on impact and urgency.
- Collaborate across internal and external teams, including Tier-1 support, NOC, Cox Service Assurance, Implementation, vendors, and ISPs/MSPs.
Requirements
- Minimum 1 year of hands-on experience in a network support or NOC operations role.
- Strong communication skills with the ability to de-escalate frustrated customers and provide clear, empathetic support.
- Practical experience supporting at least one SD-WAN platform (VeloCloud, Fortinet, or Meraki).
- Very good understanding of network protocols and technologies: TCP/IP, UDP, SSL/IPsec, VPN, VLAN, STP, BGP, DHCP, QoS, and MPLS.
- Experience with Next Generation Firewalls (NGFW) and network security concepts.
- Demonstrated experience supporting LAN, WAN, Wi-Fi, and SD-WAN environments.
- Working knowledge of performance monitoring tools and network management systems.
- Capable of mentoring junior staff and contributing to team knowledge-sharing efforts.
- Ability to clearly explain technical details to both technical and non-technical audiences.
