Sr Engineer (Support & Operations)

About the role

Position Summary The Network L1.5 Engineer is a mid-level operations and field-support coordination role within the Digital Experience Office / Network Operations Center model for Burlington Managed Network Services. The role focuses on SOP-based remote troubleshooting, alert and ticket qualification, basic RCA contribution, remote assistance to hands-and-feet technicians, and coordination with vendors and field service partners.

What you'll do

• Monitor and qualify network alerts from approved monitoring tools and ensure actionable alerts are converted into incidents where required
• Create and update incidents / service requests in ServiceNow when manual ticket creation is required
• Perform proactive ticket creation for threshold breaches or potential issues based on agreed operating procedures. B. SOP-Based Remote Troubleshooting
• Execute first-level and L1.5 remote troubleshooting based on approved SOPs, KBDs, and runbooks
• Perform basic network checks covering reachability, device status, link status, interface status, routing / gateway reachability

What you need

• 2–4 yrs of experience
• ServiceNow
• SOP writing
• Root cause analysis
• CCNA
• ITIL
• Grafana
• Any graduate

Good to have

• C