Network Operations Engineer - L2

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s only one: Zones – First Choice for IT. TM Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook. Position Overview: We are seeking a Network Operations Engineer (L2 – SD-WAN) to support and optimize enterprise WAN environments. In this role, you will handle escalated incidents from L1 teams, troubleshoot SD-WAN and network-related issues, and ensure high availability and performance across multi-site environments. You should have strong troubleshooting skills, hands-on experience with SD-WAN technologies, and a solid understanding of routing, switching, and network security. Your goal will be to ensure operational stability, proactively identify issues, and drive resolution within SLA timelines. What you’ll do as the Network Operations Engineer (L2): The requirements below are representative of the knowledge, skill, and/or ability required. Handle escalated incidents from L1 support related to SD-WAN environments (Meraki, Aruba, CATO). Troubleshoot connectivity issues including underlay/overlay, VPN tunnels (IPSec, GRE), and SD-WAN fabrics. Diagnose routing issues (BGP, OSPF, static routes) and application performance degradation. Perform root cause analysis (RCA) for recurring incidents and drive permanent fixes. Monitor SD-WAN infrastructure using tools such as SolarWinds, PRTG, Nagios, and ThousandEyes. Analyze alerts, correlate events, and identify service-impacting issues proactively. Drive incidents to resolution within SLA timelines and provide timely status updates. Implement standard configuration changes including routing policies, QoS, and path selection. Execute approved changes through established change management processes. Collaborate with L3/architect teams for complex issues and deployments. Work with OEM vendors (Cisco TAC, VMware, Fortinet, etc.) and ISPs for critical issues. Analyze network performance metrics such as bandwidth utilization, latency, jitter, and packet loss. Recommend optimization techniques for network performance and failover strategies. Maintain documentation including incident logs, SOPs, runbooks, and Known Error Database (KEDB). Participate in incident trend analysis, SLA tracking, MTTR improvement, and continuous improvement initiatives. What you will bring to the team: 5–6 years of experience in Network Operations / NOC environment. Minimum 4+ years of hands-on experience with SD-WAN technologies. Strong understanding of: TCP/IP, DNS, DHCP Routing protocols: BGP, OSPF, EIGRP VPN technologies: IPSec, DMVPN NAT, ACLs, and QoS Hands-on experience with SD-WAN platforms (Meraki, Aruba, CATO).