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 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.
• 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.
• Must be legally eligible to work in assigned country without visa sponsorship.

Physical Requirements:
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. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.