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 (although they will not be hands on handling tickets; they need to understand this technology). uses VeloCloud and Cisco Meraki SDWAN but any SDWAN will do. They should, however have a thorough technical knowledge of these technologies
• Bachelors- not so hung up on having the education and/or certs; but must meet the years of experience expectations:
• High School Diploma/GED and 7 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years’ experience; or 9 years’ experience in a related field
• Experience with a ticketing system and managing a ticket queue
• Experience solving complex technical problems with little supervision and escalate when appropriate
• Extensive technical knowledge of current network hardware, protocols, and Internet standards, including routers, switches (layer 2/3), firewalls, remote access, VPN, IPsec, BGP, VLAN, VRF, and QoS
• Proven experience with vendor agnostic network switching, network security, wireless, and routing equipment
• MSP exp and any certs;

Benefits/Other Compensation:

Medical, Dental, Life Insurance, 401K.

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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