Job Description
- Remote position, but must be able to work east coast hours, and must be US based.
- Respond to Service Requests related to network or firewall modifications such as creating firewall rules for allowing access, blocking URLs, creating NAT policies, or updating switchport vlans.
- Troubleshoot IT infrastructure technologies, including network issues with wireless, firewall, storage, and servers on-premise and in cloud environments
- Support local and remote users via IT Support ticketing systems (Service Now), emails, Slack, phone or video conference calls.
- Update Service Now tickets with detailed problem definition and resolution.
- Maintain and monitor network infrastructure such as switches, firewalls, routers, wireless access points, Internet circuits, server rooms, network closets, and Disaster Recovery environments.
- Ensure network security by upgrading firmware and software on network devices as well as making configuration changes as per security best practices and Information Security guidance.
- Create Method-Of-Procedure (MOP) documents for change requests and participate in peer reviews.
- Create and submit change requests in tools like JIRA.
- Coordinate with other departments and vendors.
- Document the design, operation, and troubleshooting of network platforms and procedures in tools like Confluence.
- Create and update network diagrams, network infrastructure performance reports and dashboards in tools like Visio, Solarwinds, ThousandEyes, ExtraHop and Sumo Logic
- Participate in Daily Scrum and Sprint Planning meetings.
- Provide weekly reports that outline what was worked on that week, wat issues were encountered, as well as suggestions for improvement.
Required Skills & Experience
- 5+ years of experience providing Tier 2 or higher network or firewall technical support.
- Experience upgrading Cisco network devices such as Catalyst and Nexus switches, and ASR routers.
- Firewall security policy, network address translation (NAT), remote user virtual private network (VPN), and Site-to-Site VPN configuration and troubleshooting experience on Palo Alto and Panorama.
- Experience creating, troubleshooting, and securing AWS VPCs as well as CI/CD Pipeline.
- Understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) fundamentals (e.g., the Open Systems Interconnection (OSI) model, subnetting, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), IP Address Management (IPAM), Remote Authentication Dial-In User Service (RADIUS), routing, switching, general networking technologies, network architecture and connectivity troubleshooting (wired and wireless)
- Network performance analysis and monitoring experience
- Packet capture analysis experience and familiarity with tools such as Wireshark or tcpdump.
- Experience with Terraform or other automated infrastructure as code platforms.
- Must be able to pass a background check, fingerprinting and drug screening (including cannabis).
Nice to Have Skills & Experience
- Palo Alto and AWS certifications preferred.
- Border Gateway Protocol (BGP) configuration and troubleshooting experience preferred.
- Experience working in a very structured and process driven environment.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.