About the role
Network Operations Engineer III - Client Onsite
Work Location: Denver, CO
Our Tier 3 NOC Engineer is responsible for advanced troubleshooting, fault isolation, incident escalation, and network optimization within a globally distributed backbone network. This role requires deep expertise in network infrastructure, routing, switching, troubleshooting, and operational support.
The Tier 3 Engineer serves as the primary escalation point for Tier 2 engineers, taking ownership of complex cases and driving them to resolution. This position also contributes to process improvements, automation, and monitoring system enhancements to optimize network operations.
Key Responsibilities
Advanced Network Operations & Troubleshooting
- Operate and troubleshoot a globally based Data Center network, including routing and switching devices.
- Perform fault isolation and resolution, diagnosing Layer 1–3 network issues.
- Take ownership of escalated cases from other engineers, ensuring a successful resolution.
- Manage and escalate critical events, communicating clearly and concisely with stakeholders.
- Support network circuit and hardware troubleshooting, including patch panels, optics, and cabling.
- Detect and diagnose various error/failure conditions across an array of network device types.
- Provide hands-on support for network incidents, collaborating with engineering teams when required.
Incident Response & Escalation Support
- Provide Tier 3 support for all Backbone Network Repair issues, assisting other team members with advanced troubleshooting.
- Serve as the escalation point-of-contact during business hours, handling troubleshooting, tooling, and process issues.
- Coordinate with DC facilities teams on maintenance activities impacting network infrastructure.
- Own incident response processes, including escalations to higher-level support teams when necessary.
- Rapidly respond to major network incidents, supporting SEV initiation and resolution processes.
Network Monitoring & Optimization
- Monitor the respective BackBone infrastructure ticket queues, ensuring timely and accurate responses to alerts.
- Track and document incident resolution steps, maintaining accurate logs in ticketing systems.
- Proactively identify and resolve network performance issues, optimizing existing configurations.
- Develop and maintain network change documentation, including VLAN, subnet, and DNS modifications.
Automation & Continuous Improvement
- Contribute to the creation of monitors, alerts, dashboards, and performance metrics to drive continuous improvements.
- Identify areas for automation to improve efficiency.
- Provide feedback on recurring network issues, refining troubleshooting procedures and SOPs.
- Support network optimization efforts, participating in capacity planning and scaling initiatives.
Process & Asset Management
- Document and optimize operational processes and procedures, ensuring alignment with best practices.
- Follow Return Merchandise Authorization (RMA) processes and coordinate with vendors for hardware replacements.
- Ensure accurate inventory and documentation in collaboration with audit and asset management teams.
- Monitor tickets for adherence to SLAs, ensuring prompt issue resolution.
Required Qualifications & Skills
Technical Skills
- Expertise in Data Center networking, including rack installations, routers, switches, VLANs, and routing protocols (BGP, OSPF, MPLS, etc.).
- Strong experience troubleshooting Layer 1–3 network issues in a large-scale production environment.
- Hands-on experience with network monitoring tools (e.g., SolarWinds, Nagios, PRTG, or similar).
- Advanced knowledge of troubleshooting IP transport/transmission networks and transceivers.
- Experience capturing and analyzing network traffic for troubleshooting.
- Proficiency with ticketing systems (e.g., ServiceNow, Jira, or equivalent).
Soft Skills & Work Ethic
- Strong analytical skills, problem-solving mindset, and ability to work autonomously.
- Excellent communication and documentation skills for incident tracking and resolution.
- Proven ability to work in a fast-paced, mission-critical environment.
- Strong sense of ownership, urgency, and drive in troubleshooting and resolving network issues.
Experience & Education
- Bachelor’s degree in Computer Science, Networking, or a related field (or equivalent experience).
- 8+ years of network operations experience, with a focus on Optical networks.
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