Network Customer Service Support

Network Administrator
The Network Administrator is responsible for supporting, maintaining, troubleshooting, and optimizing network infrastructure across OTAVA's managed services environment. This role works directly with clients and internal teams to deliver reliable, secure, and scalable network solutions, while providing exceptional technical support and operational excellence. The ideal candidate brings strong networking expertise, hands-on experience with Fortinet and enterprise network environments, and a passion for solving complex technical challenges.
Responsibilities

Provide technical support and troubleshooting for client and internal network environments
Configure, deploy, maintain, and optimize routers, switches, firewalls, VPNs, and related network infrastructure
Monitor network performance, availability, and security to ensure service reliability
Respond to, troubleshoot, resolve, and escalate network incidents through established support processes
Participate in network maintenance activities, upgrades, and change management procedures
Collaborate with Infrastructure, Cloud, Security, and Support teams to deliver client solutions
Document network configurations, procedures, and troubleshooting activities
Participate in on-call or escalation support activities as required
Deliver exceptional customer service while supporting enterprise clients
Perform additional duties and responsibilities as assigned
Experience
• Experience with DNS, DHCP, QOS, NAT, VoIP, IP Routing, Switching, VPN, Windows Server - Experience with Cisco IOS and/or Fort iOS • Experience working with large business and enterprise networks. • Hands-on experience with cloud computing (IaaS or PaaS) platforms • 3 + years of experience with enterprise network environments • Experience with Cisco IOS and/or Fort iOS/Clavister OS • Hands-on experience with cloud computing (IaaS or PaaS) platform • Experience with Cumulus routers and switches, as well as Fortinet security products preferred
Knowledge, Skills, and Abilities

Strong knowledge of TCP/IP networking fundamentals and OSI model concepts
Advanced understanding of enterprise networking technologies including:

BGP

OSPF

STP

Strong knowledge of DNS, DHCP, NAT, QoS, VPN, and VoIP technologies
Experience configuring and supporting Fortinet firewalls and security solutions
Knowledge of network security concepts including ACLs, IPS/IDS, segmentation, and secure remote access
Working knowledge of Windows Server and Active Directory environments
Understanding of virtualization technologies including VMware vSphere (NSX preferred)
Familiarity with public cloud networking concepts in Azure and AWS
Ability to diagnose and resolve complex network issues in a production environment
Excellent customer service and communication skills
Ability to effectively communicate technical concepts to both technical and non-technical audiences
Strong troubleshooting, analytical, and documentation skills
Fluent English communication skills, both written and verbal
Education Bachelor's degree in computer science, Information Technology, related field or equivalent experience in a network admin or IT support role.
Certifications One or more relevant industry recognized certifications: CCNA, CCNP, NSE4, VSP, ITIL, etc
What We Offer: Competitive base salary ($70 – 80K) depending on experience and certifications) plus bonus, 401(k) match, health insurance, generous PTO, paid volunteer time off, and working with world-class co-workers who are just as dedicated and as awesome as you are.
What about Otava?
At Otava, we are people empowering people to enable growth. We are excited for you to join us! As a global leader in secure, compliant, enterprise-class cloud hosting, we deliver a full range of solutions from colocation to private and hybrid cloud computing. We're creative thinkers who love to serve others, automate where possible, and change when required. Above all, we love to help our clients. We aim for superior client service in everything we do and strive to get even better.
Sound like you? Come join us!
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.