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Network Support Lead (L3)

We are seeking an experienced Network Support Lead (L3) to provide advanced technical leadership and serve as the final escalation point for complex network issues. This role involves troubleshooting, architecture support, firewall management, performance optimization, and mentoring junior engineers. If you thrive in high-pressure environments and have a passion for network design and security, we want to hear from you.

Key Responsibilities Advanced Troubleshooting & Escalation

+ Act as final L3 escalation for complex network issues involving QoS, OSPF, BGP, VLANs, STP, port channels, NAT, ACLs, and VPNs.

+ Perform advanced packet and traffic analysis using tools such as Wireshark, FortiAnalyzer, and Syslog.

+ Lead P1/P2 incident bridge calls, drive root cause analysis, and ensure timely resolution

Network Design & Architecture Support

+ Contribute to and review HLD/LLD for new sites, migrations, segmentation initiatives, and firewall architectures.

+ Validate designs for scalability, security, and adherence to enterprise standards.

+ Recommend improvements across routing, switching, wireless, and security domains.

Firewall & Security Operations

+ Manage and optimize Fortinet FortiGate environments, including policies, NAT, UTM profiles, VPNs, routing, and HA.

+ Audit firewall rules to ensure least-privilege access and compliance.

+ Support segmentation, hardening, and compliance initiatives

Network Optimization & Reliability

+ Perform capacity planning, traffic analysis, and performance tuning.

+ Monitor network health and proactively address chronic or systemic issues.

+ Implement long-term preventive and resiliency measures.

Automation & Tooling

+ Develop and maintain automation scripts (Python, Bash, EEM) to streamline operations.

+ Automate configuration backups, compliance checks, and monitoring integrations

Change Management & Migrations

+ Lead major network changes, upgrades, firewall migrations, and routing redesigns.

+ Prepare RFCs, rollback plans, risk assessments, and post-change reports.

+ Coordinate with application, infrastructure, security, and ISP teams

Vendor & ISP Management

+ Work with ISPs and OEMs (Cisco, Fortinet) on escalations, TAC cases, and hardware issues.

+ Validate circuit performance and support last-mile troubleshooting

Documentation & Knowledge Sharing

+ Maintain network diagrams, SOPs, configuration standards, and runbooks.

+ Improve L1/L2 documentation and operational processes.

Mentorship and Leadership

+ Mentor L1/L2 engineers and promote best practices in troubleshooting and operations.

+ Contribute to training plans, standards, and continuous improvement initiatives

Required Technical Skills

+ Extensive hands-on experience with Cisco IOS/XE and NX-OS.

+ Strong expertise in routing (OSPF, BGP), switching (VLANs, STP, EtherChannel).

+ Strong experience with Fortinet FortiGate (FortiOS) and Meraki wireless.

+ Experience with SD-WAN, VXLAN, Cisco DNaC and Cisco ISE.

+ Solid understanding of network security, VPNs, QoS, and segmentation.

+ Experience with NMS/SNMP monitoring, Syslog, and packet capture tools.

+ Working knowledge of automation and scripting (Python, Bash, EEM)

Nice to Have

+ Aruba Wireless

+ Extreme Networks

+ Juniper Networks

+ Voice and unified communications technologies, including SIP, VoIP call flows, and basic voice troubleshooting (e.g., call quality, latency, jitter, packet loss)

Experience & Certifications

+ 10–12 years of networking experience, including 3–4 years in L3 or senior escalation roles.

+ CCNA or equivalent hands-on experience (required).

+ CCNP Enterprise (strongly preferred).

+ Fortinet NSE 4 or higher (preferred).

+ ITIL v4 Foundation (optional).

Behavioral Competencies

+ Strong analytical and structured troubleshooting approach.

+ Excellent communication during high-severity incidents.

+ Proactive, detail-oriented, and automation-focused.

+ Strong collaboration and mentoring mindset.

+ Ability to perform occasional lifting of network equipment (up to 50 lbs), if required.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

For information on the compensation range for the job and an overview on benefits that HTC Global Services offers please email [email protected]. The salary, other compensation and benefits information shared by HTC would be accurate as of the date of sharing the information. The disclosed range would consider factors not limited to, geographic location, educational qualification, relevant experience, certifications, skills, suitability/fit for the role, and business or organizational needs. HTC Global services reserves the right to modify the ranges at any time, subject to applicable law.

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