Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk, and multilingual support services. With over 200 professional experts across the globe, we service some of the world's most successful Fortune 500 and Fortune 1000 companies.
SUMMARY: The Level 2 NOC Network & System Engineer provides network monitoring, troubleshooting, and operational support for customer environments. This role requires an experienced networking professional who can independently diagnose complex connectivity issues, implement approved changes, and serve as an escalation resource for Level 1 technicians. Responsibilities include supporting firewalls, routers, switches, wireless networks, SD-WAN, and VPNs; coordinating with ISPs and vendors; and maintaining accurate documentation and clear customer communication through resolution.
The ideal candidate will have strong hands-on experience with firewalls, SD-WAN, routing & switching, and network monitoring tools, along with basic L1-level system administration skills. The role demands excellent problem-solving abilities, the capability to work under pressure, and a customer-focused mindset.
PRIMARY DUTIES include but are not limited to:
• Monitor network health, investigate alerts, assess customer impact, and prioritize incidents according to service-level agreements.
• Troubleshoot LAN, WAN, wireless, SD-WAN, and VPN issues, including outages, latency, packet loss, and intermittent connectivity.
• Serve as an escalation point for Level 1 technicians and own incidents through resolution or a documented handoff.
• Review device logs, interface statistics, firewall policies, routing tables, and packet captures to isolate faults.
• Coordinate with internet service providers and equipment vendors to resolve circuit outages and hardware failures.
• Perform approved configuration changes, firmware upgrades, and failover testing using change control, backups, rollback plans, and post-change validation.
• Maintain accurate ticket notes, time entries, troubleshooting results, customer updates, and resolution details.
• Escalate complex incidents to senior engineers with supporting evidence and completed troubleshooting.
• Participate in on-call coverage, maintenance windows, and occasional customer site visits as required.
• Maintain network documentation, mentor Level 1 technicians, and identify recurring faults, capacity constraints, and opportunities to improve monitoring and reliability.
COMPETENCIES:
• Strong troubleshooting skills across firewalls, routers, Layer 2/3 switches, wireless access points, ISP circuits, cabling, transceivers, and physical interfaces.
• Strong understanding of TCP/IP, subnetting, VLANs, trunking, spanning tree, NAT, DHCP, DNS, ARP, static routing, and working knowledge of OSPF and BGP.
• Ability to troubleshoot site-to-site and remote-access VPNs, including IPsec negotiation, traffic flow, authentication, and MFA-related access issues.
• Ability to use command-line tools, device logs, routing tables, interface counters, and packet captures to isolate network faults.
• Ability to distinguish network, firewall, ISP, DNS, authentication, and application issues through structured troubleshooting.
• Clear, professional verbal and written communication with customers, vendors, and internal teams.
REQUIRED EXPERIENCE:
• 3–5 years of hands-on networking experience in a NOC, managed services, or enterprise IT environment.
• Experience configuring and troubleshooting firewalls, routers, Layer 2/3 switches, wireless networks, and VPNs across multiple locations.
• Hands-on experience configuring and troubleshooting Fortinet firewalls and Cisco/Meraki network platforms.
• Working knowledge of OSPF and BGP, with the ability to investigate routing adjacencies, route selection, and reachability issues.
• Experience performing controlled configuration changes, hardware replacements, and firmware upgrades, including rollback planning and validation.
• Experience using monitoring and diagnostic tools to investigate outages, packet loss, latency, bandwidth utilization, and network capacity constraints.
• Experience maintaining accurate ticket notes, time entries, network documentation, and incident handoffs within a ticketing system.
• Experience communicating directly with customers and coordinating circuit and equipment troubleshooting with ISPs and vendors.
• Ability to independently troubleshoot physical connectivity, switching, routing, firewall policies, VPNs, and remote-access authentication, and escalate with supporting evidence.
PREFERRED CERTIFICATIONS/SKILLS:
• Cisco CCNA preferred; other relevant networking or vendor certifications are a plus.
• Experience with SonicWall, Aruba, SD-WAN, EIGRP, high-availability firewalls, WAN failover, VoIP, and QoS.
• Experience with Auvik, LogicMonitor, SolarWinds, N-central, or Wireshark; familiarity with Azure or AWS networking is a plus.
• Managed services experience and familiarity with ConnectWise and IT Glue.
Benefits at Anovia:
- Comprehensive Health Insurance policy
- Employee Wellness Program with focus on mental health
- Robust reward and recognition programs
- Company incentive programs offered.
- Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
- Ample growth and learning opportunities.
- Remote work opportunities
- Focus on work/life balance.
- Immigration Program supporting immigration to Canada for eligible employees.
We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Anovia is an equal opportunity employer.
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