Senior Network Engineer

The Senior Network Engineer reports to the Director Network Services and supports Velocloud SD-WAN, Fortinet, Firewall, Switch, Route, and Wireless environments by applying expert-level networking skills to solve complex technical issues and serving as a senior escalation point for the team. By using detailed analysis, gathering business requirements, making recommendations, and leading the implementation of network solutions, this role supports customers’ technical needs while delivering exemplary customer service. Importantly, the Senior Network Engineer leads projects, is accountable for resource and work scheduling of individual projects, and mentors junior team members.

Key Responsibilities/ Duties:

• Provide professional Network support to customers with a focus on customer service aimed at high renewal rates.
• Manage internal and external client expectations.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Ensure teams meet expectations of Customer Service Level Agreements (SLA).
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
• Drive problem investigations and resolution as required.
• Provide technical guidance, mentoring, and leadership to Network Engineers, junior Network Analysts, Network Professionals and internal partners.
• Assist with Managed Services Operations Center requests and trouble tickets on an as needed basis or on a scheduled rotation basis
• Provide support for customer networks across multiple technologies and vendors including Fortinet, Velocloud SD-WAN, Meraki, Cisco, Juniper, Palo Alto, Sonicwall, and more.
• Serve as the senior escalation point for complex network issues and lead root cause analysis for major incidents.
• Lead the deployment, migration, and support of Fortinet solutions, including FortiGate firewalls, FortiSwitch, FortiAP, FortiManager, FortiAnalyzer, and Fortinet Secure SD-WAN.
• Configure and troubleshoot Fortinet features such as site-to-site and SSL/IPsec VPN, SD-WAN rules and SLAs, high availability clustering, routing (BGP/OSPF), security profiles, and FortiGuard services.
• Develop and maintain technical documentation, standards, and best practices for network and Fortinet deployments.