Associate Course Director — It & Networking Labs

Full Sail University; Kansas; On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Paid Time Off

Paid Sick Leave

Job summary

Full Sail University is seeking a Data Network Engineer to join a Tier 3 engineering team focused on managed services and incident resolution across Cisco, Meraki, Fortinet, Juniper, and Palo Alto environments.

You will handle escalated tickets, perform advanced fault isolation, and collaborate with customers and internal teams to restore service quickly. On-call rotation and daytime shift coverage are part of the role.

Qualifications

• 5–10 years of experience in enterprise networking or managed services
• 3+ years of hands-on Cisco Meraki experience
• 3+ years of vendor-level Cisco networking experience
• 2+ years Fortinet FortiGate/FortiManager experience
• Experience with ITIL-aligned Tier 3 support and NOC environments
• Experience documenting network architecture, troubleshooting processes, and operational procedures

Responsibilities

• Receive and resolve escalated engagement tickets as ITIL Tier 3 engineer
• Diagnose and troubleshoot complex network issues across multiple platforms
• Provide advanced break-fix support for enterprise customers
• Manage configurations for Cisco, Meraki, Fortinet, Juniper, Palo Alto
• Collaborate with customers, help desks, and internal teams to resolve incidents
• Perform network assessments to identify gaps in performance, capacity, security, and connectivity
• Assist with planning, implementation, documentation, and optimization of enterprise networks
• Support with Cisco Umbrella, Cisco Duo, and Wi-Fi solutions
• Document troubleshooting steps, resolutions, and network configurations

Skills

Networking

Troubleshooting

ITIL

NOC escalation

Tools

Cisco Meraki

Cisco

Fortinet

Juniper

Palo Alto

Cisco Umbrella

Cisco Duo

Wi‑Fi deployments

Job description

Data Network Engineer

Our client, a leading telecommunications and technology company, is seeking an experienced Data Network Engineer to join their Managed Service Assurance Data Team (SBNOC). This engagement is supporting an ITIL Tier 3 engineering team that resolves escalated network issues for managed services customers across a broad range of networking technologies including managed routers, managed firewalls, SD-WAN, managed network edge solutions, Cisco, Meraki, Fortinet, Juniper, and Palo Alto environments.

• Receive and resolve escalated engagement tickets from Tier 1/Tier 2 support teams, serving as the first layer of engineering (ITIL Tier 3) for managed services customers
• Diagnose and troubleshoot complex network issues across managed routers, managed firewalls, SD‑WAN solutions, managed network edge technologies, and related networking platforms
• Provide advanced break‑fix support and incident resolution for enterprise and managed services customers
• Manage and maintain network configurations across Cisco, Cisco Meraki, Fortinet, Juniper, Palo Alto, and similar networking environments
• Collaborate directly with customers, help desk teams, and internal support organizations to ensure timely resolution of customer‑impacting incidents
• Perform network assessments to identify performance, capacity, security, and connectivity gaps
• Configure, troubleshoot, and support routers, switches, firewalls, wireless networks, and security infrastructure
• Assist with the planning, implementation, documentation, and optimization of enterprise network environments
• Support secondary technologies including Cisco Umbrella, Cisco Duo, and Wi‑Fi solutions
• Document troubleshooting steps, resolutions, network configurations, and customer communications to support knowledge sharing and ticket closure
• Support continuous service assurance initiatives by identifying recurring issues, contributing to root cause analysis, and recommending infrastructure improvements
• Respond to and resolve high‑priority customer outages within aggressive SLA commitments and service restoration targets
• Independently troubleshoot complex production network issues with limited supervision and minimal reliance on vendor documentation during active incidents
• Perform fault isolation, root cause analysis, and rapid restoration activities within customer‑facing production environments
• Participate in an on‑call rotation (Fridays 7pm Central through Thursdays 7am Central), proactively communicating availability and schedule to leadership and team members
• Work end‑of‑day shift hours (approximately 10am‑7pm CST) to provide coverage during peak escalation windows

Qualifications

• 5‑10 years of experience supporting enterprise networking environments, managed services operations, or network engineering teams
• Advanced hands‑on experience supporting managed routers, managed firewalls, SD‑WAN solutions, managed network edge technologies, and related networking platforms
• Strong break‑fix troubleshooting skills with the ability to independently diagnose and resolve complex network incidents
• 3+ years of hands‑on experience with Cisco Meraki
• 3+ years of vendor‑level experience with Cisco networking technologies, including configuration, troubleshooting, and incident resolution
• 2+ years of experience supporting Fortinet solutions, including FortiGate, FortiManager, or equivalent platforms
• Experience with enterprise routing, switching, network security, wireless networking, and infrastructure support
• Experience working within an ITIL‑aligned support organization, preferably at the Tier 3 engineering level
• Experience serving as a senior escalation engineer within a NOC, Managed Services, Service Assurance, or Tier 3 support environment
• Proven ability to troubleshoot and restore customer‑affecting incidents across Cisco, Meraki, Fortinet, Juniper, and/or Palo Alto environments
• Demonstrated experience working against strict SLAs and customer outage restoration requirements
• Experience documenting network architecture, troubleshooting processes, and operational procedures

Required Certifications

• Active Cisco CCNA certification (required)
• Cisco Meraki CMSS
• Fortinet NSE4
• Juniper JNCIA
• Palo Alto PCCP
• Certification verification links or validation credentials must be provided with all candidate submissions
• Experience supporting Cisco Umbrella
• Experience supporting Cisco Duo
• Experience with enterprise Wi‑Fi deployments and troubleshooting
• Experience designing, implementing, or optimizing enterprise network infrastructure
• Knowledge of network security technologies including firewalls, intrusion detection, access control, and secure connectivity solutions
• Experience performing network capacity, performance, and security assessments

Compensation: $30/hr to $35/hr

**Exact compensation may vary based on several factors, including skills, experience, and education.**

Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.

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