Principal Network Engineer | Remote, USA

Optiv Security - Tampa, FL

Full-time - Principal

Tampa, FL

Professional, Scientific, and Technical Services

About the position

The Principal Network Engineer at Optiv plays a crucial role in the Security Operations Department, focusing on the daily maintenance and operational success of networking practices. This position supports operational managers and is integral to the Technical Assistance Center (TAC) environment, ensuring effective communication and troubleshooting for clients' network and security-related issues. The role emphasizes collaboration, technical expertise, and customer satisfaction, contributing to the overall success of client relationships.

Responsibilities

• Troubleshoot technical issues over the phone and via secure screen share.
• Host troubleshooting conference calls bridging multiple individuals from vendors, clients, third parties, etc.
• Facilitate customer communication over the phone and email.
• Document actions in ticketing systems to effectively communicate information to both internal resources and external customers.
• Respond in a timely manner (with published SLA) to incidents and support requests.
• Perform basic and advanced troubleshooting to diagnose common network problems using fundamental TCP/IP network skills.
• Maintain lab and assist engineering staff with lab systems configuration.
• Update open ticket status for Engineers within the ticketing system.
• Train engineers on new products and features from supported or managed platforms.
• Organize 'Tech Talks' as needed and on a regular cadence.
• Maintain and manage platforms used by associate engineers.
• Maintain and manage knowledgebase documentation regarding procedures and processes.
• Provide guidance and coaching from a technical perspective.
• Provide local management of their designated (vendor) POD.
• Provide overwatch.
• Assign tickets.
• Post internal notes, suggestions, and recommendations to support engineers.
• Assume responsibility for high-profile tickets (severity, situational, white-glove clients).
• Trail-blaze new vendors.
• Support MSS TAC Operational Leadership.
• Evaluate premature client and sales escalation requests and provide feedback for the next steps.
• Host team Change Approval Board (CAB).
• Develop and maintain change templates.
• Coach and mentor engineers on internal change procedures.
• Develop and maintain change processes and procedures with the assistance of leadership.
• Assist with coordination and oversight of change tickets to ensure successful completion.
• Assist in operations and support of the MSS infrastructure.
• Perform technical screenings for interview candidates.

Requirements

• A minimum of Associates Degree (A.A.) or equivalent from two-year college or technical school in Information Technology, Information Security/Assurance, Network Administration, Engineering, or related area of study.
• Related experience and/or training in a technology environment or equivalent combination of education and experience.
• Seasoned knowledge and strong understanding TCP/IP networking.
• Mid-level desktop/networking experience, application software experience, with exposure to Microsoft and UNIX/Linux based operating systems.
• Previous IT help desk experience preferred.
• Strong soft skills.
• A passion for information, network, and data security.
• A solid understanding of information security and networking.
• Availability to respond to issues and engineer needs 24/7.
• Shift flexibility, including the ability to provide on-call support when needed.
• Demonstrated experience and success in a customer-focused satisfaction environment.
• Ability to work greater than 40 hours per week as needed.
• Ability to travel up to 10% of the time.
• Experience with mentoring individuals.
• Ability to communicate effectively to both technical and non-technical audiences.
• Ability to work independently with little or no supervision.

Nice-to-haves

• Experience with either Palo Alto Networks or Check Point is preferred, but not required.
• One or more of the following certifications is highly sought: Palo Alto Networks - PCNSA, PCNSE; Check Point - CCSA, CCSE; F5 Networks - 301a/b (LTM), 302 (GTM) 303 (ASM), 304 (APM); Juniper Networks - JNCIS-ENT, JNCIS-SEC.
• Scripting experience preferred. Languages: Python, JavaScript, Bash, PowerShell.

Benefits

• A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups.
• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. 'Optiv Chips In' encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remotely/from home (where applicable)