NOC Engineer (Palo Alto Prisma SD-WAN & Fortinet)

Job title: NOC Engineer (Palo Alto Prisma SD-WAN & Fortinet)
Type of employment: Full-time (Remote)
Shift Schedule: 8:00 AM - 5:00 PM Mountain Time (Time can be identified once hired)
We're looking for an NOC Engineer to provide Tier 2 NOC support by resolving escalations from Tier 1, coordinating with Field Support Teams (FSTs) and ISPs, performing advanced troubleshooting/equipment swaps, and supporting new install turnups to keep customer networks reliable and performing.
About the Company:
The company is an IT network management provider founded in 2008, evolving from routing engineering and customer support into a holistic solution set focused on flexibility, capability, and agility for enterprise customers.
Objective of this role:
Provide reliable Tier 2 NOC support to ensure stable client network operations
Support technicians and field teams during deployments, troubleshooting, and installation activities
Free up senior engineers for high-value client initiatives by providing dedicated operational support
Deliver high-quality troubleshooting, escalation handling, and incident resolution
Contribute to a highly accountable and solution-oriented engineering culture
Develop the ability to independently manage support activities and technician coordination within the first 6 months
Responsibilities:
Tier 2 Network Support
Act as the secondary escalation point for Tier 1 technicians and support queues
Troubleshoot network-related incidents involving routing, switching, VPNs, WAN connectivity, and firewall environments
Provide remote troubleshooting support via phone and remote access tools
Support break-fix activities and ensure timely issue resolution
Field Support Team (FST) Coordination
Collaborate with FSTs (ISPs, clients, CIS technicians) to ensure smooth check-ins and check-outs during support operations.
Break-Fix, Turnups, and Advanced Troubleshooting
Manage and resolve break-fix issues and oversee turnups of new installations.
Perform equipment swaps and advanced troubleshooting (remote access + limited configuration updates such as WAN IP changes).
Dispatch, Equipment Requests, and Billing Support
Submit dispatch requests for on-site support when required.
Handle equipment replacement requests for non-ISP equipment.
Identify and submit billing discrepancies for resolution.
Branch Test and Turnup
Take primary responsibility for turnup projects when assigned.
When not on turnups, operate as Tier 2 support with the same responsibilities and access as other Tier 2 technicians.
Required skills and qualifications:
2+ years of experience in a Technical Support, Network Operations Center (NOC), or Network Support role.
Strong Managed Services Provider (MSP) background required.
Proven experience performing Tier 2+ network troubleshooting, including firewalls, VPNs, network/site outages, and connectivity issues.
Hands-on experience supporting Cisco Meraki, Fortinet and Palo Alto Prisma SD-WAN environments.
Hands-on experience in Prisma SD-WAN firmware upgrades and device support (e.g., break/fix, hardware replacements).
Strong networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, routing, switching, and related protocols.
Familiarity with network technologies and protocols such as BGP, OSPF, SD-WAN, IPsec VPNs, and WAN troubleshooting.
Experience managing firewall policies, network appliances, and network security devices.
Experience supporting network infrastructure rather than PC or cloud-only environments.
Knowledge of network operations, incident response processes, and SLA-driven triage.
Experience with change management, production deployments, rollback planning, and firmware/patch management for network and security devices.
Ability to coordinate effectively with ISPs, vendors, remote users, and field technicians to resolve network issues.
Experience using remote access and network troubleshooting tools.
Strong communication and customer service skills, including phone-based troubleshooting and stakeholder communication.
Ability to work in a fast-paced environment while managing multiple priorities and escalations simultaneously.
Preferred skills and qualifications
Networking certifications such as Cisco CCNA, Fortinet NSE, CompTIA Network+, or similar.
Experience with SolarWinds or other network monitoring, visibility, and troubleshooting tools.
Experience supporting ISP cutovers, branch turn-up projects, and site deployments.
Exposure to Palo Alto, Zabbix, or similar networking platforms and monitoring solutions.
Experience creating and maintaining technical documentation, network diagrams, and installation guides using Visio, Draw.io, or similar tools.
Previous experience in Tier 2 or Tier 3 support environments.
Experience providing remote support and guidance to on-site field technicians.

Work arrangement
No