The Network Support Engineer is responsible for implementing change requests, typically during evening maintenance windows, troubleshooting customer connectivity incidents, and participating in a rotating on-call schedule to meet SLA requirements.
Key Responsibilities
- Implement scheduled change requests and maintenance activities during defined change windows, typically beginning around 7:00 PM, following established change control procedures and rollback plans.
- Triage, diagnose, and resolve customer-impacting connectivity incidents across campus, data center, and WAN environments.
- Perform hands-on configuration, upgrades, and troubleshooting of Cisco Nexus switches, Cisco ASA firewalls, Cisco ACI, and F5 BIG-IP LTM devices.
- Analyze routing and forwarding issues involving BGP, OSPF, VRFs, VXLAN/EVPN where applicable, HSRP/VRRP, and related networking protocols.
- Troubleshoot firewall policies, NAT configurations, access control lists, and SSL/TLS offloading issues on Cisco ASA and F5 platforms.
- Use packet captures, log analysis, and monitoring tools such as Wireshark and tcpdump to identify root causes and resolve issues efficiently.
- Participate in an on-call rotation, responding to alerts and incident escalations, performing after-hours remediation, conducting post-incident reviews, and maintaining incident documentation.
- Maintain accurate network documentation, diagrams, and operational procedures.
Required Experience & Skills
- Hands-on experience with the Cisco Nexus NX-OS platform.
- Strong experience with Cisco ASA firewalls, including policy management, NAT, and VPN troubleshooting.
- Expertise in Cisco ACI, including APIC administration, tenants, contracts, endpoint groups, and forwarding and connectivity troubleshooting.
- Experience with F5 BIG-IP LTM, including virtual servers, pools, iRules, and SSL profiles.
- Strong routing and switching knowledge, including BGP, OSPF, VLANs, STP, VRFs, and HSRP/VRRP.
- Proficiency in troubleshooting using packet captures, device logs, and CLI diagnostic tools.
- Excellent customer-facing communication skills and the ability to explain technical issues to non-technical stakeholders.
- Strong documentation skills and attention to detail.
Preferred Qualifications
- Industry certifications such as CCNA, CCNP, or F5 Certifications.
Work Schedule
- Willingness to work evening maintenance windows, typically beginning at 7:00 PM.
- Participation in a rotating on-call support schedule to ensure SLA compliance and operational continuity.