Engineer, Managed Services (Network)

About the Role

Katalyst is hiring a Network Engineer to join our Managed Services team. You will be the first responder to monitoring alerts and inbound network issues across our client base, acknowledging, triaging, and resolving what you can, and escalating the rest with clear, complete context so nothing stalls. This is a network-focused role: you will spend your day in monitoring dashboards, ticketing queues, and runbooks, keeping client networks healthy and our service-level commitments on track.

This role is a strong fit if you have spent time in a Network Operations Center (NOC) or managed services environment, you like being the person who catches problems first, and you want to deepen your networking skills alongside a senior engineering team. If you have NOC or MSP experience focused on network infrastructure, this is a place to build on it.

You will work directly with the Managed Services team and report to the Manager of Managed Services. Senior engineers sit one escalation away, so you will have support while you build depth.

Location

This is a primarily remote, Carolina-based role. Occasional onsite time at a Katalyst office or client site may be requested, but day-to-day work is performed remotely. Candidates in the greater Wilmington, NC area are encouraged to apply.

Duties and Responsibilities

Monitoring and Alert Triage

• Act as the first point of contact for network monitoring alerts across multiple client environments.
• Acknowledge, validate, and triage alerts, separating real incidents from noise and opening accurate tickets for each.
• Track active incidents through to resolution or escalation, keeping ticket status and notes current.

Tier 1 Troubleshooting and Resolution

• Perform initial troubleshooting of network incidents on firewalls, switches, routers, and wireless.
• Resolve common, well-documented issues by following established runbooks and standard operating procedures.
• Recognize when an issue exceeds Tier 1 scope and escalate promptly to Tier 2 / Tier 3 with full context.

Documentation and Ticket Hygiene

• Keep ticket notes clear, accurate, and timestamped so any engineer can pick up where you left off.
• Maintain and update client network documentation as changes occur, and flag gaps or stale records for the team to correct.
• Follow documented processes consistently, and suggest improvements when you spot a better way.

Change Support

• Execute routine, pre-approved network changes following the change management process, with minimal disruption to the client.
• Assist senior engineers with scheduled maintenance windows, upgrades, and migrations.
• Confirm and document change outcomes, and roll back or escalate when results do not match the plan.

Escalation and Collaboration

• Hand off complex incidents to Tier 2 / Tier 3 engineers with a clear summary of what has been checked and ruled out.
• Communicate status to internal teams and, where appropriate, clients, in plain language for technical and non-technical audiences.
• Learn from escalations: shadow senior engineers and grow toward Tier 2 work over time.

Compliance and Security

• Follow industry best practices and client compliance standards in everyday triage and changes.
• Monitor for network incidents and vulnerabilities, applying documented fixes and patches promptly, and escalating anything outside Tier 1 scope.

Required Experience & Skills

• Working familiarity with enterprise firewall and network platforms, able to perform guided configuration and basic troubleshooting across:
  • Fortinet (FortiGate)
  • Cisco IOS (routers and switches)
  • Cisco FMC / FTD / ASA (Firepower and ASA firewalls)
  • Cisco Meraki
  • Palo Alto
  • WatchGuard
  • and other enterprise vendor platforms
• Solid grasp of core networking concepts: VLANs, VPNs, NAT, and basic routing; familiarity with OSPF, BGP, and QoS.
• Hands-on experience with remote monitoring and management (RMM) platforms and support ticketing systems.
• Strong organizational skills to track and document incidents across multiple client networks at once.
• Clear written and verbal communication for both technical and non-technical audiences.
• A triage mindset: calm under a full alert queue, methodical, and quick to escalate when needed.

Nice to Have

• Deeper, hands-on Palo Alto administration experience a plus.
• Exposure to packet analysis tools such as Wireshark.
• Familiarity with SSL VPN, IPSec, SD-WAN, MPLS, or BGP in a support setting.
• VoIP / Webex Calling experience.

Education

• Undergraduate degree in a relevant field, or equivalent work experience.

Work Experience

• 3+ years operating in a NOC or MSP environment, monitoring and triaging network infrastructure (firewall, route, switch, wireless).
• Experience working alerts and tickets to defined service levels in a queue-based support model.
• Experience with remote monitoring and management solutions and ticketing systems.

Benefits

• 401(k)
• 401(k) matching
• Paid time off
• Dental insurance
• Health insurance
• Vision insurance