Network Operations Engineer

The Role: 11:11 is looking for a Network Operations Engineer whose primary responsibility will be to assist with providing 24/7 monitoring, technical support, implementation, and escalation for our global network infrastructure with a focus on 11:11 Systems Connectivity Solutions and Managed Network Solutions. We are looking for someone who is a team player, detail oriented, and has excellent customer service skills with a solid hands-on technical background as a Network Engineer in previous roles. Both written and verbal communication skills are critical to this role. This is a full-time remote role, based in the United States, reporting to the Manager, Network Operations. Responsibilities: • Assist with the configuration, installation, maintenance, and upgrade of Fortinet, Cisco and Palo Alto next generation firewall devices supporting 11:11 customers and internal network infrastructure. • Support existing customer facing networks and assist senior engineers with network expansion, hardware refresh, and connectivity solution efforts. • Implement system and network configurations in compliance with corporate security policies and security best practices. • Support technology solutions, such as SDWAN, MPLS, Wired and Wireless Connectivity solutions (Layer 2 and Layer 3), Firewalls, Routers, Switches, and Load Balancers in accordance with best practices and company policies. • Perform day-to-day lifecycle management of Cradlepoint wireless edge devices via Ericsson NetCloud Manager (formerly NetCloud ECM), including device onboarding and provisioning, configuration group management, NetCloud OS firmware upgrades, and licensing/subscription tracking. • Provide break/fix support and change management for Cradlepoint deployments, including troubleshooting cellular (LTE/5G) WAN connectivity and carrier-related issues, coordinating hardware RMAs, and implementing configuration changes through NetCloud Manager in accordance with established change control processes. • Provide multi-layered technical support to our customer base using services supported through our Network Operations Center. • Review and resolve anomalies that are potentially service impacting. Escalate to senior engineering resources or management if necessary. • Escalate complex customer issues to senior engineering resources while maintaining ownership through resolution. • Serve as a liaison with customers, vendors, and other third-party providers to troubleshoot issues. • Accurately track issues in the ticketing system while providing timely updates to customers on progress and resolutions. • Obtain and maintain technical certifications to further knowledge of products and services offered by the company. • Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values. • Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies. • Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements. • Additional duties as assigned. Qualifications: • Bachelor's or University degree in a related field of study or an equivalent 5+ years of related work experience required. • Solid understanding of the OSI model with hands-on network troubleshooting experience using debug commands, packet captures, and routing and path analysis. • Hands-on experience with configuration and troubleshooting of Cisco ASA/Firepower and Cisco Secure Firewall Management Center, Fortinet FortiGate Firewalls and Fortinet Product Suite including Fortinet Access-Points and Fortinet Switches. • Experience with Cisco Routers and Switches; exposure to Cisco Nexus Switches preferred. • Familiarity with Juniper Switches (EX/QFX), Routers, and Firewalls (SRX). • Familiarity with Palo Alto Firewalls and Panorama. • Experience supporting and troubleshooting SD-WAN environments, with hands-on exposure to FortiGate SD-WAN implementations. • Experience with configuration, deployment, and troubleshooting of Cradlepoint routers and wireless WAN solutions managed through Ericsson NetCloud Manager, including cellular (LTE/5G) connectivity troubleshooting. • Working knowledge of routing protocols (BGP, OSPF) with hands-on troubleshooting experience; exposure to IS-IS a plus. • Familiarity with load balancers a plus; F5 (LTM/GTM) experience preferred. • Exposure to VMware NSX-V and NSX-T a plus. • Working knowledge of MPLS concepts and troubleshooting. • Strong experience troubleshooting Layer 2 and Layer 3 issues. • Exposure to AWS networking services (VPC, Transit Gateway, VPN, Direct Connect, Security Groups, NACLs) a plus. • Exposure to Cloudflare services (DNS, CDN, WAF, DDoS protection, Zero Trust/Access, Tunnel) a plus. • Demonstrated customer focus with strong customer service skills, including the ability to explain tech