Lead Network Support Specialist

Hays; Raleigh (NC); On-site; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a Lead Network Engineer Specialist to oversee network support and incident resolution in Raleigh. This role demands a technical leader who can troubleshoot complex issues, mentor junior staff, and maintain compliance with service level agreements. You'll be at the forefront of ensuring seamless network operations while providing exceptional customer service. If you thrive in a dynamic environment and have a passion for problem-solving, this opportunity is perfect for you. Join a team that values expertise and innovation, and make a significant impact in the field of network engineering.

Benefits

Medical Insurance

Dental Insurance

Life Insurance

401K

Qualifications

• 7+ years in a related field or 5+ years with higher education.
• Proven ability to solve complex technical problems.

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 NOC personnel.

Skills

FortiGate/Fortinet

SD WAN technologies

Network hardware

BGP

VPN

VLAN

QoS

Problem-solving

Customer service

Education

Bachelor's degree or equivalent experience

Tools

Ticketing systems

Job description

The final salary or hourly wage paid to candidates for this position depends on various factors, including qualifications, skills, experience, and geographic location.

Applicants must be legally authorized to work in the United States. Visa sponsorship is 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 criticality level and applying deep technical expertise and structured troubleshooting methodologies. This role ensures rapid issue resolution while maintaining compliance with SLAs and serves as the third-line escalation point for challenging incidents, requiring advanced problem-solving and critical thinking.

1. Serve as a technical leader for all network support and monitoring teams.
2. Act as a subject matter expert for MNO and serve as escalation point for complex customer issues.
3. Troubleshoot escalated issues with external customers and network/telecom providers.
4. Provide excellent customer service for internal and external customers.
5. Serve as the escalation point for network issues escalated by Tier 1 and Tier 2 support teams.
6. Participate in major event/incident calls, using technical and analytical skills to resolve network issues impacting Network Managed customer services.
7. Provide mentorship and technical guidance to Tier 1 and Tier 2 NOC personnel.
8. Lead resolution of sensitive customer escalations escalated to MNO leadership.
9. Assist with development of policies and procedures for maintaining network infrastructure.
10. Maintain up-to-date documentation, including network topology, run books, and deployment details.
11. Participate in on-call network support rotation.

Skills & Requirements

• Experience with FortiGate/Fortinet and SD WAN technologies, with thorough technical knowledge but not necessarily handling tickets directly.
• Bachelor’s degree is flexible; candidates with equivalent experience (e.g., 7+ years in related field, or 5+ years with higher education) are considered.
• Experience with ticketing systems and managing queues.
• Proven ability to solve complex technical problems with minimal supervision and escalate appropriately.
• Extensive knowledge of network hardware, protocols, and standards such as routers, switches, firewalls, VPN, BGP, VLAN, VRF, and QoS.
• Vendor-agnostic experience with network switching, security, wireless, and routing equipment.
• Experience with MSP environments and relevant certifications are a plus.

Benefits/Other Compensation

Medical, Dental, Life Insurance, 401K.

Why Hays?

You will work with a professional recruiter knowledgeable about industry trends, who will guide you through screening, resume writing, interview tips, and career planning. We support diversity and are committed to equal opportunity employment, adhering to all applicable laws.

For accommodations related to disabilities or questions about the process, contact us at 813.336.5570. Drug testing may be required.