Position: Level 2 Network / Firewall Engineer (Fortinet MSP Environment)
Location: Plano, TX Onsite- 5 day
Job Type: 12+ Months Contract
Job Descriptions:
Key Responsibilities:
The Level 2 Network / Firewall Engineer provides operational support for customer firewall and network security environments within a Managed Services Provider (MSP) model. This role focuses on incident resolution, service requests, and change implementation for Fortinet FortiGate platforms, acting as an escalation point for Level 1 engineers while adhering to defined SLAs, runbooks, and standard operating procedures.
This position does not perform network or security architecture design and escalates complex or non-standard issues to Level 3 engineering teams.
Key Responsibilities:
Provide Level 2 support for customer Fortinet FortiGate firewalls across multiple client environments
Resolve incidents and service requests escalated from Level 1 within SLA targets
Implement approved firewall changes including rules, NAT, VIPs, and VPN access
Perform guided troubleshooting using documented procedures
Monitor firewall health and alerts using MSP monitoring tools
Review firewall logs to support incident resolution
Execute firmware upgrades following approved change plans
Document all work performed in ticketing systems
Escalate complex or unresolved issues to Level 3 teams with clear findings
Shift & Operating Model:
- 24 7 365 follow-the-sun coverage
- Mandatory shift handoffs with written and verbal status transfer
- Weekend, holiday, and on-call rotations
- SLA, OLA, and customer runbook adherence
Required Technical Skills:
2 4 years of experience supporting firewalls or network security in an MSP or NOC environment
Hands-on experience with Fortinet FortiGate
Strong understanding of firewall policy flow, NAT, TCP/IP, and VPN fundamentals
Experience working from tickets, SOPs, and runbooks
Familiarity with ITIL-based incident and change management
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