Client Support Engineer IV

Advanced Network Management Inc.; New Mexico; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Plan

Paid Time Off

Flexible Spending Account

Employee Recognition

Job summary

Advanced Network Management Inc. is seeking a Tier 2 Network Engineer in New Mexico. You will serve as the escalation point for network issues and provide guidance to the Service Desk while collaborating with cross-functional teams on routing, switching, wireless, security, and SD-WAN infrastructure.

The role requires enterprise networking expertise, strong communication skills, and a commitment to proactive service delivery. Travel and remote support may be involved as needed.

Qualifications

• 3+ years of experience with routing and switching.
• Advanced professional-level networking certifications required (e.g., CCNP Enterprise, CCNP Data Center, CCNP Security, or vendor-specific equivalents such as Palo Alto PCNSE).
• Experience with public cloud infrastructure (AWS or Azure).
• Experience with security, SD-WAN, and enterprise networking environments.

Responsibilities

• Provide diagnostic and restoration efforts for priority incidents in network infrastructure.
• Mentor Service Desk team members with networking guidance.
• Communicate clearly with client IT departments and ANM teams about issue status.
• Document client environments and configurations.
• Analyze and diagnose network infrastructure problems (routing, switching, wireless, security, SD-WAN).
• Evaluate client environments for optimization opportunities.

Skills

Routing & Switching

WAN/SD-WAN

Security & Firewalls

Meraki/SD-WAN

Public Cloud (AWS/Azure)

Network Monitoring

Automation (Python/Ansible)

Tools

Palo Alto Firewalls

FMC (FirePower)

NSX / Cisco ACI

Prisma Access / Prisma SD-WAN

Meraki

ServiceNow

SNMP Monitoring

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Managed Services Full Time Professional New Mexico, NM, US

8 days ago Requisition ID: 1558

Who We Are:

ANM is a leading IT solutions provider helping organizations secure, connect, and transform their technology environments. For more than 30 years, ANM has partnered with clients to design, procure, deploy, and manage solutions across networking, cloud, cybersecurity, data center, and modern workplace technologies.

Built on deep engineering expertise and trusted partnerships, ANM delivers practical solutions that reduce risk, simplify operations, and support long-term growth. From consulting and architecture to implementation, managed services, and lifecycle support, ANM helps clients move forward with confidence and stay prepared for what’s next.

Benefits and Compensation:

ANM offers a comprehensive benefits package including:

• Medical, Dental and Vision Insurance
• Life Insurance; Short-Term and Long-Term Disability
• 401(k) Retirement Plan
• Paid Time Off
• Flexible Spending Account
• Employee Recognition Rewards
• Career training geared toward professional growth

Compensation for this position has been agreed upon and confirmed in your ANM offer of employment.

The Role

The Tier 2 Network Engineer is the escalation point for network-related client support issues within ANM’s Managed Services organization. This individual serves as the first level of escalation for all priority incidents involving routing, switching, wireless, security, and SD-WAN infrastructure, and provides guidance to Service Desk team members. This position requires a blend of technical competence in enterprise networking technologies, outstanding customer support, excellent communication skills, and close collaboration with other teams across the Managed Services organization. The engineer will leverage managed services tools and processes to deliver proactive, reactive, and preventative services, serving as a trusted advisor who understands our customers’ environments and works as an extension of their IT Operations team.

What You Will Do

• Provide diagnostic and restoration efforts for all priority incidents involving network infrastructure, as well as provide root cause analysis and publish Root Cause Analysis documents.
• Act as a mentor to Service Desk team members providing technical assistance and guidance on networking technologies.
• Clearly and consistently communicate with client IT departments and ANM technical teams about the status and progress on issues.
• Generate and implement clear and consistent documentation of client environments.
• Perform analysis and diagnosis of network infrastructure problems including routing, switching, wireless, security, and SD-WAN.
• Evaluate client environments for optimization and improvement opportunities.
• Follow and develop documentation and SOPs for project deliverables and support procedures.
• Support new client onboarding efforts including environment baselining, documentation, and monitoring setup.
• Participate in project activities on an as-needed basis.
• Participate in a rotational on-call schedule for high-priority escalations.
• Invest time in continued education to learn new technologies.

What We Are Looking For

• Advanced professional-level networking certifications required (e.g., CCNP Enterprise, CCNP Data Center, CCNP Security, or vendor-specific equivalents such as Palo Alto PCNSE or F5 Certified Administrator).

REQUIRED TECHNICAL COMPETENCIES

• 3+ years of experience with routing and switching network technologies.
• Proficiency with at least three of the following technologies for three or more years
• Application Centric Infrastructure (ACI)
• Identity Services Engine (ISE)
• Meraki MX, MS, MR and SD-WAN
• Firepower Management Console (FMC) and managed devices (Firepower Threat Defense – FTD)
• Public cloud infrastructure (AWS or Azure)
• Palo Alto Firewalls and Panorama, including Prisma Access and Prisma SD-WAN
• Wireless networks and Wireless LAN Controllers

PREFERRED TECHNICAL COMPETENCIES

• Experience with automation and programmability tools such as Python, Ansible, or Terraform for network configuration and orchestration.
• Experience with ServiceNow, including incident, change, and knowledge management workflows.
• Experience with monitoring tools administration (SNMP polling, SNMP trap, Syslog) and familiarity with enterprise monitoring platforms.
• Experience with NSX or Cisco ACI software-defined networking in cross-domain environments.

CONSULTING & SOFT SKILLS

• Proven ability to translate technical findings into clear, business-aligned recommendations for engineers, clients, and leadership.
• Demonstrated collaboration with Client Success teams to uncover and position new services or projects.
• Excellent verbal and written communication; consistent, customer-focused follow-through.
• Strong mentoring mindset and commitment to continuous learning.
• Ability to work independently and be a self-starter.

Travel

Travel is occasionally required for this position. Must have a valid driver’s license and motor vehicle insurance.

ANM is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

As part of the hiring process, ANM may use tools that assist in evaluating candidate qualifications based on job-related criteria. These tools support consistency and efficiency and are used in conjunction with human review. All hiring decisions are made by Company leadership. Candidates may request additional information regarding the hiring process by contacting Human Resources.