Infrastructure Technical Analyst - Network Engineer

Job Responsibilities

• Collaborate with internal teams and external clients as a Subject Matter Expert (SME) for network infrastructure.
• Support the deployment and turn-up of Fortinet firewalls, Fortinet switches, and Cisco switching environments.
• Perform remote configuration, monitoring, and maintenance of network infrastructure at field locations.
• Aid in network upgrades, expansions, and lifecycle initiatives.
• Serve as a Level 2 escalation resource for firewall monitoring and network incidents.
• Troubleshoot and resolve network outages in collaboration with internal teams, client IT, and service providers.
• Manage and prioritize incidents and service requests through established support queues.
• Adhere to IT service management practices by documenting incidents, requests, and problems within ServiceNow.
• Follow change management procedures when implementing updates or performing maintenance.
• Ensure accurate documentation to support reporting and service metrics.
• Perform firewall firmware upgrades, policy updates, and device decommissioning.
• Support ongoing network health, performance monitoring, and optimization efforts.
• Maintain up-to-date documentation of configurations and standard procedures.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Minimum of 5 years of experience in information technology, with a focus on network and infrastructure environments.
• Experience working in complex, distributed environments supporting POS or customer-facing technologies preferred (hospitality, retail, gaming, or similar industries).
• Technical Expertise: WAN, LAN, WLAN, IPSec networking; Firewalls (Fortinet preferred); switches (Cisco); routing technologies; Network monitoring and management tools (e.g., SolarWinds); Service management platforms (e.g., ServiceNow).
• Strong troubleshooting and analytical skills; Excellent communication and customer service abilities; Familiarity with IT service delivery best practices and frameworks.
• Certifications such as CCNP, Fortinet NSE, MCSE, or VMware are a plus.