Level 3 Field Service Operations Engineer

Role : Level 3 Field Service Operations Engineer, Network and Fortinet Location: Burlington City , NJ Job Description Level 3 Field Service Operations Engineer, Network and Fortinet

• Position Summary

The Level 3 Field Service Operations Engineer is responsible for advanced technical support of Burlington s network infrastructure, with a primary focus on Fortinet FortiGate firewalls, SD-WAN and associated network devices.

The engineer will act as the senior technical escalation point for complex incidents, onsite troubleshooting, hardware replacement, configuration recovery and post-change validation. The role requires close coordination with Field Services, Network Operations, Network Security, NOC, service providers, carriers and Fortinet technical support.

Burlington s documented environment includes FortiGate devices at retail stores and FortiGate devices operating as SD-WAN hubs. FortiManager and FortiAnalyzer provide centralized Fortinet management and orchestration.

• Key Roles and Responsibilities

2.1 FortiGate and Fortinet Device Management

• Provide Level 3 operational support for Fortinet FortiGate firewalls and SD-WAN devices.
• Troubleshoot FortiGate hardware, interfaces, routing, policies, NAT, IPsec VPN and SD-WAN issues.
• Monitor and validate device health, interface status, routing tables, VPN tunnels, CPU, memory and connectivity.
• Support FortiGate device onboarding, replacement, recovery and RMA activities.
• Perform pre-change and post-change device-health validation.
• Support approved FortiOS firmware upgrades and device-lifecycle activities.
• Troubleshoot FortiGate communication and synchronization with FortiManager.
• Use FortiAnalyzer for approved log analysis and incident troubleshooting.
• Coordinate complex product issues with Fortinet TAC.

2.2 Incident and Problem Management

• Own complex network incidents escalated by L1, L2, NOC or Field Services.
• Perform end-to-end fault isolation across FortiGate, WAN, LAN, SD-WAN, LTE, routing and IPsec connectivity.
• Lead technical troubleshooting during critical network incidents.
• Analyze logs, configurations and network behavior to identify probable root causes.
• Provide technical findings for Root Cause Analysis and Problem Management.
• Identify recurring issues and recommend permanent corrective actions.
• Maintain complete troubleshooting and resolution details in ServiceNow.

2.3 Field Engineer and Smart-Hands Support

• Provide real-time technical instructions to onsite field engineers.

• Guide onsite resources through:

• Device and port identification

• Power and status checks

• Cabling and interface validation

• Console connectivity

• WAN and LAN cable replacement

• FortiGate installation and replacement

• Device boot and recovery checks

• Coordinate the deployment and use of approved spare equipment.

• Complete required remote configuration after onsite replacement.

• Validate device reachability, network connectivity and service restoration.

• Remain engaged until repair and post-restoration testing are completed.

2.4 Firewall and Security Operations

• Troubleshoot firewall policies, NAT, traffic flows and deny/permit behavior.
• Support approved firewall-rule implementation and validation.
• Maintain compliance with security, access-control and change-management requirements.
• Support syslog-forwarding and security-monitoring investigations.
• Escalate suspected security incidents or unauthorized access to the appropriate security team.
• Ensure that production changes are made only through approved tickets and change records.

2.5 Change, Deployment and Maintenance

• Participate in planned network changes and maintenance windows.
• Review implementation, validation and rollback plans.
• Perform pre-change health checks and readiness validation.
• Support FortiGate deployment, replacement, migration and firmware activities.
• Execute approved configuration changes through authorized tools.
• Complete post-change connectivity and service validation.
• Support network activities for new stores, relocations, refreshes and closures.
• Update change records with results, evidence, exceptions and final status.

2.6 Documentation and Knowledge Management

• Maintain network runbooks, troubleshooting guides, SOPs and knowledge articles.

• Record detailed technical actions and evidence in ServiceNow.

• Update asset, serial-number and configuration-item information.

• Document known errors, recurring issues and field observations.

• Provide knowledge transfer to L1, L2 and Field Service teams.

• Recommend opportunities for automation and operational improvement.

• Required Technical Skills

• Strong hands-on experience with Fortinet FortiGate NGFW and FortiOS.

• Experience with FortiManager and FortiAnalyzer.

• Strong understanding of:

• Fortinet SD-WAN

• Firewall policies and NAT

• IPsec VPN

• BGP and static routing

• VLANs and trunking

• TCP/IP, DNS and DHCP

• DIA, broadband and LTE connectivity

• High-availability concepts

• Experience troubleshooting LAN, WAN and network-security issues.

• Ability to diagnose issues using FortiGate CLI, logs and centralized management tools.

• Experience with hardware replacement, RMA and remote field support.

• Working knowledge of ServiceNow Incident, Problem and Change Management.

• Familiarity with Cisco switching and Cradlepoint or equivalent LTE devices.

• Required Experience and Qualifications

• Bachelor s degree, diploma or equivalent qualification in Information Technology, Telecommunications, Electronics or a related field.

• Recommended six to ten years of network or network-security experience.

• Recommended four or more years of hands-on Fortinet/FortiGate experience.

• Experience supporting large, distributed or multi-site network environments.

• Demonstrated Level 3 troubleshooting experience involving firewalls, routing, VPN and SD-WAN.

• Experience coordinating remote field engineers, carriers and OEM support teams.

• Ability to work during approved maintenance windows, including nights and weekends.

• Ability to travel to customer sites when required.

• Preferred Certifications

• Fortinet Certified Professional, FCP, or equivalent Fortinet certification

• Fortinet Certified Solution Specialist, FCSS

• Cisco Certified Network Associate, CCNA

• Cisco Certified Network Professional, CCNP Enterprise

• ITIL 4 Foundation

• CompTIA Network+ or Security+

• Key Competencies

• Advanced network fault isolation

• Fortinet firewall and SD-WAN troubleshooting

• Critical-incident ownership

• Clear technical communication

• Field-engineer coordination

• Customer and service orientation

• Accurate technical documentation

• Change and security discipline

• Root-cause analysis

• Vendor and carrier coordination

• Ability to work effectively under pressure

• Key Performance Measures

• Incident response and service-restoration performance

• Mean time to restore service

• First-time-fix rate

• Repeat-incident reduction

• Successful FortiGate replacement and recovery

• Change success rate

• ServiceNow documentation quality

• Asset and CMDB accuracy

• Compliance with security and change procedures

• Knowledge transfer to L1, L2 and Field Service teams