Sr Engineer (Support & Operations)

Job Summary

Job Summary : Job Description Network L1.5 Roles & Responsibilities Digital Experience Office / NOC + Field Services Command Center Role Snapshot JD Baseline Position Title Network L1.5 Engineer / Digital Experience Office L1.5 NOC Resource & Field Services Command Center Role Level L1.5 Experience 2-4 years Primary Function SOP-based remote troubleshooting, RCA analysis assistance, remote support to hands-and-feet technicians, and vendor coordination Service Model 24x7 NOC / Digital Experience Office support aligned to Burlington Managed Network Services Core Systems / Tools ServiceNow for incidents and service requests; monitoring and observability tools such as Zabbix, Grafana, SolarWinds or agreed Burlington toolset Certification Baseline CCNA certification, ServiceNow training for manual ticket / incident creation, SolarWinds training, and basic ITIL certification 1. 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. The position is designed to bridge first-level monitoring and L2/L3 engineering by improving ticket quality, executing approved runbooks, validating initial resolution steps, and supporting efficient field dispatch outcomes. 2. Role Purpose • Provide L1.5 operational support for Burlington network services using documented SOPs, KB articles, runbooks, and tool-based monitoring outputs. • Perform initial investigation and remote troubleshooting after alert qualification or incident assignment. • Support hands-and-feet technicians remotely during break-fix, MACD, and onsite troubleshooting activities. • Coordinate with vendors, Field Services Command Center, L2/L3 Network Engineers, and service management teams to progress tickets to resolution. • Improve incident hygiene by recording accurate troubleshooting evidence, updates, escalation notes, and closure details in ServiceNow or the agreed ITSM tool. 3. Key Responsibilities A. Monitoring, Alert Qualification & Ticket Logging • Monitor and qualify network alerts from approved monitoring tools and ensure actionable alerts are converted into incidents where required. • Validate alert details, affected device/site, threshold information, ticket priority, business impact, and required assignment group before routing or escalation. • 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, and known issue symptoms where SOPs exist. • Apply documented resolution steps and validate whether the issue is resolved before escalation. • Escalate to L2 / L3 with complete evidence when troubleshooting exceeds the L1.5 scope or requires advanced diagnostics / configuration changes. C. RCA Assistance & Problem Support • Assist with RCA preparation by capturing incident chronology, symptoms, initial checks, affected devices/sites, actions performed, and vendor / field observations. • Identify repeated symptoms or recurring tickets and flag them for problem-management review. • Contribute to knowledge improvements by documenting lessons learned, runbook gaps, and suggested SOP updates based on RCA outcomes. D. Remote Assistance to Hands-and-Feet / Field Technicians • Provide real-time remote support to onsite technicians during field troubleshooting, break-fix, MACD, site support,

Key Responsibilities

Job Summary : Job Description Network L1.5 Roles & Responsibilities Digital Experience Office / NOC + Field Services Command Center Role Snapshot JD Baseline Position Title Network L1.5 Engineer / Digital Experience Office L1.5 NOC Resource & Field Services Command Center Role Level L1.5 Experience 2-4 years Primary Function SOP-based remote troubleshooting, RCA analysis assistance, remote support to hands-and-feet technicians, and vendor coordination Service Model 24x7 NOC / Digital Experience Office support aligned to Burlington Managed Network Services Core Systems / Tools ServiceNow for incidents and service requests; monitoring and observability tools such as Zabbix, Grafana, SolarWinds or agreed Burlington toolset Certification Baseline CCNA certification, ServiceNow training for manual ticket / incident creation, SolarWinds training, and basic ITIL certification 1. 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. The position is designed to bridge first-level monitoring and L2/L3 engineering by improving ticket quality, executing approved runbooks, validating initial resolution steps, and supporting efficient field dispatch outcomes. 2. Role Purpose • Provide L1.5 operational support for Burlington network services using documented SOPs, KB articles, runbooks, and tool-based monitoring outputs. • Perform initial investigation and remote troubleshooting after alert qualification or incident assignment. • Support hands-and-feet technicians remotely during break-fix, MACD, and onsite troubleshooting activities. • Coordinate with vendors, Field Services Command Center, L2/L3 Network Engineers, and service management teams to progress tickets to resolution. • Improve incident hygiene by recording accurate troubleshooting evidence, updates, escalation notes, and closure details in ServiceNow or the agreed ITSM tool. 3. Key Responsibilities A. Monitoring, Alert Qualification & Ticket Logging • Monitor and qualify network alerts from approved monitoring tools and ensure actionable alerts are converted into incidents where required. • Validate alert details, affected device/site, threshold information, ticket priority, business impact, and required assignment group before routing or escalation. • 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, and known issue symptoms where SOPs exist. • Apply documented resolution steps and validate whether the issue is resolved before escalation. • Escalate to L2 / L3 with complete evidence when troubleshooting exceeds the L1.5 scope or requires advanced diagnostics / configuration changes. C. RCA Assistance & Problem Support • Assist with RCA preparation by capturing incident chronology, symptoms, initial checks, affected devices/sites, actions performed, and vendor / field observations. • Identify repeated symptoms or recurring tickets and flag them for problem-management review. • Contribute to knowledge improvements by documenting lessons learned, runbook gaps, and suggested SOP updates based on RCA outcomes. D. Remote Assistance to Hands-and-Feet / Field Technicians • Provide real-time remote support to onsite technicians during field troubleshooting, break-fix, MACD, site support,

Skill Requirements

Job Summary : Job Description Network L1.5 Roles & Responsibilities Digital Experience Office / NOC + Field Services Command Center Role Snapshot JD Baseline Position Title Network L1.5 Engineer / Digital Experience Office L1.5 NOC Resource & Field Services Command Center Role Level L1.5 Experience 2-4 years Primary Function SOP-based remote troubleshooting, RCA analysis assistance, remote support to hands-and-feet technicians, and vendor coordination Service Model 24x7 NOC / Digital Experience Office support aligned to Burlington Managed Network Services Core Systems / Tools ServiceNow for incidents and service requests; monitoring and observability tools such as Zabbix, Grafana, SolarWinds or agreed Burlington toolset Certification Baseline CCNA certification, ServiceNow training for manual ticket / incident creation, SolarWinds training, and basic ITIL certification 1. 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. The position is designed to bridge first-level monitoring and L2/L3 engineering by improving ticket quality, executing approved runbooks, validating initial resolution steps, and supporting efficient field dispatch outcomes. 2. Role Purpose • Provide L1.5 operational support for Burlington network services using documented SOPs, KB articles, runbooks, and tool-based monitoring outputs. • Perform initial investigation and remote troubleshooting after alert qualification or incident assignment. • Support hands-and-feet technicians remotely during break-fix, MACD, and onsite troubleshooting activities. • Coordinate with vendors, Field Services Command Center, L2/L3 Network Engineers, and service management teams to progress tickets to resolution. • Improve incident hygiene by recording accurate troubleshooting evidence, updates, escalation notes, and closure details in ServiceNow or the agreed ITSM tool. 3. Key Responsibilities A. Monitoring, Alert Qualification & Ticket Logging • Monitor and qualify network alerts from approved monitoring tools and ensure actionable alerts are converted into incidents where required. • Validate alert details, affected device/site, threshold information, ticket priority, business impact, and required assignment group before routing or escalation. • 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, and known issue symptoms where SOPs exist. • Apply documented resolution steps and validate whether the issue is resolved before escalation. • Escalate to L2 / L3 with complete evidence when troubleshooting exceeds the L1.5 scope or requires advanced diagnostics / configuration changes. C. RCA Assistance & Problem Support • Assist with RCA preparation by capturing incident chronology, symptoms, initial checks, affected devices/sites, actions performed, and vendor / field observations. • Identify repeated symptoms or recurring tickets and flag them for problem-management review. • Contribute to knowledge improvements by documenting lessons learned, runbook gaps, and suggested SOP updates based on RCA outcomes. D. Remote Assistance to Hands-and-Feet / Field Technicians • Provide real-time remote support to onsite technicians during field troubleshooting, break-fix, MACD, site support,

Other Requirements

NA