Lead Network Support Specialist

Hays; Raleigh (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading company in the technology sector is seeking a Lead Network Engineer Specialist in Raleigh, NC. This role involves managing complex network issues, providing technical leadership, and ensuring compliance with service level agreements. The ideal candidate will have extensive experience in network hardware and protocols, along with strong problem-solving skills. Join a dynamic team and contribute to high-level customer service and technical excellence.

Qualifications

• 7+ years in a related field or equivalent experience.
• Experience with vendor-agnostic network switching and security.

Responsibilities

• Manage and resolve complex client service issues.
• Serve as a technical leader for network support teams.
• Provide mentorship to Tier 1 and Tier 2 personnel.

Skills

FortiGate

SD WAN

Network Hardware

Problem Solving

Customer Service

Education

Bachelor's Degree

Tools

Ticketing Systems

Job description

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This range is provided by Hays. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Visa sponsorship not available.

Our client is seeking a Lead Network Engineer Specialist in Raleigh, NC.

Role Description

The primary objective of this role is to manage, prioritize, perform incident commanding, and resolve complex client service issues, both escalated and non-escalated, by considering the level of criticality and applying deep technical expertise and structured troubleshooting methodologies. This role ensures rapid issue resolution while maintaining compliance with service level agreements (SLAs) and serves as the third-line escalation point for the most challenging incidents, requiring advanced problem-solving and critical thinking.

• Serve as a technical leader for all network support and monitoring teams
• Act as a subject matter expert for MNO and serve as escalation point for complex customer issues
• Troubleshoot escalated issues with external customers and network/telecom providers.
• Provide excellent customer service when working with customers either internal or external
• Serve as the escalation point for network issues escalated by Tier 1 and Tier 2 support teams.
• Join major event/incident calls, use technical and analytical skills to resolve network issues that impact Network Managed customer services
• Provide mentorship and technical guidance to Tier 1 and Tier 2 Managed Network NOC personnel.
• Lead resolution of sensitive Diamond and Platinum customer escalations escalated to MNO leadership
• Accept call overflows for frontline NOC support team during major outages
• Assist with the development of policies and procedures for maintaining network infrastructure
• Prepare and maintain up-to-date documentation, including customer service network topology documents, run books, detailing the deployment of various solutions.
• Participate in on-call network support rotation

Skills & Requirements

• Experience with FortiGate/Fortinet and SD WAN (understanding required, not handling tickets)
• Knowledge of VeloCloud and Cisco Meraki SDWAN, or any SDWAN
• Bachelors or equivalent experience: 7+ years in a related field, or alternative combinations as specified
• Experience with ticketing systems and managing queues
• Proven ability to solve complex technical problems with minimal supervision
• Extensive knowledge of network hardware, protocols, and Internet standards such as routers, switches, firewalls, VPN, BGP, VLAN, VRF, QoS
• Experience with vendor-agnostic network switching, security, wireless, routing equipment
• MSP experience and relevant certifications preferred

Benefits/Other Compensation

Why Hays?

You will work with a professional recruiter knowledgeable about industry trends, supporting you through screening, resume writing, interview tips, and career planning.

We promote diversity and inclusivity, complying with all applicable laws. For accommodations due to disabilities, contact us at 813.336.5570. Drug testing may be required.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Technology, Information and Media