[Remote] Network Operations Engineer

Note: The job is a remote job and is open to candidates in USA. 11:11 Systems is seeking a Network Operations Engineer to support its global network infrastructure and managed connectivity solutions. The role provides 24/7 monitoring, technical support, implementation, troubleshooting, escalation management, and lifecycle management for network, firewall, wireless, and cloud connectivity technologies while maintaining customer communications and service ownership.

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

Skills

• 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
• 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
• 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 technical issues clearly to both technical and non-technical stakeholders
• Strong analytical and problem-solving skills, with the ability to take ownership of incidents and drive them through to resolution in a 24/7 operations environment
• Proven ability to collaborate effectively in a team setting, including working across shifts and time zones and sharing knowledge with peers
• Demonstrated learning agility and adaptability, with a willingness to acquire new skills and technologies as the network and customer needs evolve
• Must be legally eligible to work in assigned country without visa sponsorship
• This is a primarily remote role that requires the ability to work for extended periods of time using a computer, keyboard, mouse, and standard office software and communication tools
• The role requires the ability to participate in frequent virtual meetings (audio and video) and to communicate clearly in both written and verbal form
• The position may require occasional work during evenings, nights, weekends, or holidays to support a 24/7 operations environment
• Experience with Cisco Routers and Switches; exposure to Cisco Nexus Switches preferred
• Familiarity with load balancers a plus; F5 (LTM/GTM) experience preferred
• Relevant industry certifications such as Cisco CCNA/CCNP, Fortinet NSE (e.g., NSE 4), Palo Alto PCNSE, or Cradlepoint certifications are preferred but not required

Benefits

• Variable incentives such as bonuses or sales commissions, based on level and position within the organization
• Comprehensive healthcare plan options
• Retirement plan with company match
• Life and other supplemental insurances
• Paid time off and company holidays
• New Parent Leave
• Wellness programs
• Full-time remote role based in the United States

Company Overview