Network Support - L3

HTC Global Services Inc • Brooklyn, NY • 2w ago

Key Responsibilities

Advanced Troubleshooting & Escalation

Serve as final L3 escalation for complex issues involving OSPF, BGP, VLANs, STP, port channels, NAT, ACLs, and VPNs.

Perform deep packet analysis using tools like Wireshark, FortiAnalyzer, and Syslog to resolve persistent or high-severity issues.

Lead and manage bridge calls during P1/P2 network incidents.

Network Design & Architecture Support

Contribute to High-Level and Low-Level Designs (HLD/LLD) for new sites, migrations, segmentation, or firewall architecture.

Review and validate network designs for scalability, security, and adherence to standards.

Recommend improvements to routing, switching, and security architectures.

Firewall & Security Operations

Manage and optimize Fortinet FortiGate firewalls, including policies, NAT, UTM profiles, SSL/IPSec VPNs, routing, and HA clusters.

Review and audit Firewall Access Control Policies to ensure compliance and least-privilege access.

Participate in security hardening, segmentation strategy, and compliance initiatives.

Network Optimization & Performance Engineering

Conduct network capacity planning, traffic analysis, and performance tuning.

Monitor device health, routing tables, CPU/memory usage, and optimize configurations.

Identify chronic issues and implement long-term preventive measures.

Network Automation & Scripting

Develop automation for routine tasks using Python, Bash, or EEM scripting (optional but strongly preferred).

Automate configuration backups, compliance checks, and monitoring integrations.

Change Management & Migrations

Lead complex network changes, major upgrades, firewall migrations, and routing redesigns.

Prepare and validate RFCs, rollback plans, impact assessments, and post-implementation reports.

Coordinate network cutovers with application, infrastructure, and ISP teams.

Vendor & ISP Coordination

Escalate and collaborate with ISPs, OEMs (Cisco, Fortinet) for link issues, hardware faults, and TAC cases.

Validate circuit performance, routing behavior, and last-mile troubleshooting.

Documentation & Knowledge Management

Create and maintain network topology diagrams, design documents, SOPs, standard templates, and configuration baselines.

Review and enhance L1/L2 documentation and ensure compliance with standards.

Mentorship & Technical Leadership

Mentor L1/L2 engineers in routing/switching, firewall operations, and troubleshooting methodologies.

Provide recommendations for technical training and skill enhancement.

Assist in defining operational standards, guidelines, and runbooks.

Required Technical Skills

Deep hands-on experience with Cisco IOS/XE, routing protocols (OSPF, BGP), switching (VLANs, STP, EtherChannel), and advanced troubleshooting.

Strong expertise with Fortinet FortiGate (FortiOS): policies, NAT, HA, UTM, VPN, routing, and diagnostics.

Strong understanding of NAT, ACLs, IPSec/SSL VPN, static/dynamic routing, and segmentation.

Experience with NMS/SNMP monitoring, Syslog analytics, and packet capture tools (Wireshark, FortiAnalyzer).

Working knowledge of automation/scripting (Python, EEM, Bash) for configuration and monitoring tasks.

Knowledge of network security best practices and compliance requirements.

Experience & Certification Requirements

Experience: 10-12 years in networking, with at least 3-4 years in L3-level support or senior escalation roles.

Preferred Certifications:

Cisco CCNP Enterprise (strongly preferred; CCNA mandatory)

Fortinet NSE 4 (higher NSE levels preferred)

ITIL v4 Foundation (optional but beneficial)

Any additional routing/firewall/security certifications are a plus.

Behavioral Competencies

Excellent analytical and troubleshooting skills with a structured approach.

Ability to lead high-severity incident bridges and communicate clearly with stakeholders.

Strong documentation, planning, and coordination abilities.

Proactive, self-driven, and committed to automation and continuous improvement.

Collaborative with strong mentoring and knowledge-sharing mindset.

LI-NC1 #LI-Onsite

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you'll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You'll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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