11 results (1 new)
KBI Tech Inc
Remote or Hybrid in San Jose, California • Yesterday
Easy Apply
Contract, Third Party
Depends on Experience
11 results (1 new)
KBI Tech Inc
Remote or Hybrid in San Jose, California • Yesterday
Easy Apply
Contract, Third Party
Depends on Experience
Overview
We are seeking a Level 2 Network Engineer to support a fast-paced Managed Services Provider (MSP) environment. This role is responsible for incident resolution, troubleshooting, and escalation support across a multi-client network landscape. The ideal candidate will have strong hands-on experience with Cisco technologies, working knowledge of Juniper, and exposure to SD-WAN solutions (VMware VeloCloud).
Key Responsibilities
Network Operations & Support
- Provide L2 support for enterprise and mid-market client networks
- Troubleshoot and resolve incidents (P1–P4) within SLAs
- Perform deep-dive troubleshooting on routing, switching, VPN, and WAN issues
- Support 24x7 operations
Technology Focus
Cisco (Primary): Routing & Switching, VLANs, STP, OSPF, BGP, EIGRP, ACLs, NAT, QoS
Juniper (Secondary): Junos OS, SRX firewalls, EX/QFX switching, OSPF/BGP
VeloCloud SD-WAN (Tertiary): Edge provisioning, monitoring, overlay/underlay troubleshooting
Incident & Change Management
- Manage incidents through resolution (ServiceNow preferred)
- Participate in Major Incident bridge calls
- Execute standard changes and assist implementations
- Follow ITIL v4 practices
Customer & Vendor Interaction
- Communicate with customers during outages
- Coordinate with vendors (Cisco TAC, Juniper JTAC, VeloCloud support)
- Provide timely status updates
Documentation & Continuous Improvement
- Maintain diagrams, SOPs, and runbooks
- Contribute to Problem Management
- Recommend improvements for automation and monitoring
Required Qualifications
- 3–7 years in network operations or MSP environment
- Strong Cisco routing & switching experience
- Working knowledge of Juniper
- Basic SD-WAN (VeloCloud) experience
- Experience with ServiceNow or similar tools
- Understanding of TCP/IP, DNS, DHCP, OSPF, BGP, VPNs
Soft Skills
- Strong troubleshooting and analytical mindset
- Ability to work under pressure
- Clear communication skills
- Team-oriented and mentoring capability
KPIs
- SLA compliance and MTTR
- First-time resolution rate
- Ticket quality and documentation
- Customer satisfaction
- Reduction in repeat incidents
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