Network Support Operator Tier II, NOC

About the position: The primary responsibility of the RKON Network Support Operator, Tier II will be to provide daily support of RKON managed services clients’ environments sufficient to ensure meeting client service levels agreements (SLAs). Support activities will include performing troubleshooting and resolving services impacting issues as well as applying changes or modifications to existing support customer environments to maintain both quality of service and security requirements. The Network Support Operator will be required to have both hands-on experience and intermediate knowledge of varying Network and Security technologies.

Responsibilities Include:

• Troubleshoot connectivity issues at the network level for managed services: WAN, LAN, WLAN, remote access, routers, firewalls, and switches.
• Modify and implement Firewall security policies as defined by customer requirements.
• Configure/adjust/maintain SASE/SSE solutions as defined by customer requirements.
• Troubleshoot SASE/SSE solutions independently and escalate to vendor when necessary.
• Support and upgrade devices across multi-tenant, data center, cloud and branch office deployments. Includes hardware appliances, open servers, and other components of network and security infrastructure.
• Implement new Site-to-Site VPN & Client to Site VPN.
• Maintain an expert level knowledge of GAIA, FortiOS, JunOS, PAN, Meraki and Ivanti operating systems.
• Operate in a collaborative, fast paced, team environment.
• Maintain and update system and network documentation.
• Execute defined Enterprise System strategies to support corporate initiatives.
• Lead and support metrics for all network related escalation tickets.
• Participate in 24x7x365 technical support rotation.
• Provide cooperative support of 24x7x365 NOC/SOC operation.

Technical and Professional Expertise

• 3-5 years minimum of similar work experience in a client facing role.
• Demonstrate a clear understanding of the application of networking protocols and network security best practices.
• Must have experience supporting and implementing network infrastructure (firewalls, routers, switches, wireless controllers/access points).
• Hands on experience with one or more of the following technologies: Cisco Meraki, Fortinet, Juniper, Ivanti and Check Point Next Generation Firewalls and related blade technologies.
• Experience in the support of remote access technologies: VPN and Terminal Services.
• Basic understanding of virtualization technologies: VMware, Citrix, and Microsoft.
• SASE/SSE experience preferred (Netskope, Zscaler, Palo Alto).
• Familiarity with the concept of Zero-Trust.
• Experience working with remote monitoring and management systems.
• Self-starter who can efficiently manage multiple tasks and contribute in a fast-paced, rapidly changing, team-oriented environment.
• Candidate will demonstrate excellent leadership, communication (written and oral), interpersonal, and organizational skills.
• Problem management, diagnosis, escalation, tracking and resolution.

Education/Certification Requirements:

• Active CCNA certification (or higher preferred) or associate level certification from a major vendor (CompTIA Network+, JNCIA, Check Point, Palo Alto, Fortinet, etc).

What RKON offers:

• Competitive pay
• Flexible hours
• Flexible working option
• Vacation/Sick/Personal time
• Training programs
• A team of highly skilled peers available to help