Remote Support Engineer Jobs in Cincinnati, OH (NOW HIRING)

Job Description Senior Network Engineer Setting/Hours: 100% Remote | Full-time Join trak group in partnering with a growing client in Hamilton, Ohio that's expanding its Shared Services team. Position Summary We are seeking a Senior Network Engineer to design, implement, maintain, and troubleshoot enterprise network environments within a 24x7x365 managed services operation. This role owns the reliability, performance, security, and connectivity of client LAN, WLAN, and WAN environments while serving as a senior technical escalation point for complex networking issues.

The ideal candidate has broad networking expertise, strong customer-facing skills, and experience supporting multi-vendor enterprise environments. Key Responsibilities Network Engineering & Operations Design, configure, deploy, document, and support secure enterprise LAN, WLAN, and WAN solutions. Troubleshoot complex network connectivity, performance, and availability issues.

Support routers, switches, wireless networks, firewalls, VPNs, and other network infrastructure. Manage environments utilizing technologies from Cisco, Fortinet, Palo Alto, Arista, Brocade, Ubiquiti, and other manufacturers. Support MPLS, VPN, SD-WAN, wireless, firewall, and network security technologies.

Conduct regular environment reviews and client health checks to identify performance, capacity, and resiliency improvements. Monitor network growth and recommend infrastructure enhancements. Incident, Problem & Change Management Respond to and resolve customer incidents and service requests within established SLAs.

Follow ITIL-based incident, problem, change, configuration, performance, and capacity management processes. Participate in major incident response and complex troubleshooting efforts. Perform vulnerability remediation and support security incident response activities.

Maintain accurate network documentation, asset inventories, and CMDB information. Participate in a rotating 24x7 after-hours on-call schedule. Technical Leadership Serve as a senior escalation point for Tier I and Tier II technical teams.

Provide technical leadership, mentoring, and training to junior engineers and support staff. Develop repeatable technical procedures and identify opportunities to automate recurring tasks. Collaborate across technical teams to resolve complex customer issues.

Document solutions, configurations, troubleshooting procedures, and operational standards. Customer Support Work directly with customers to troubleshoot technical issues and communicate resolution plans. Maintain a strong understanding of client environments, service offerings, and SLAs.

Provide professional technical guidance and recommendations to customers. Deliver a high level of responsiveness and customer service throughout the support process. Required Qualifications Minimum of 5 years of Network Engineering or Network Administration experience within enterprise or managed services environments.

Strong knowledge of network architecture, design, implementation, administration, and support. Strong understanding of TCP/IP, ARP, DNS, HTTP/HTTPS, and related networking protocols. Experience with MPLS and VPN technologies, including remote-access and site-to-site VPNs.

Experience supporting multi-vendor network environments, including platforms such as Cisco, Fortinet, Palo Alto, Arista, Brocade, and Ubiquiti. Knowledge of wireless networking technologies. Experience with traditional and next-generation firewalls, including IDS, IPS, DPI, access controls, and network security.

Experience with ticketing and IT service management systems. Strong troubleshooting and problem-solving abilities. Excellent customer service, communication, organizational, and interpersonal skills.

Ability to independently prioritize and resolve multiple technical issues. Availability to participate in rotating 24x7 on-call support. Ability to travel locally and overnight as needed, typically less than 10%.

Preferred Qualifications Experience with VMware NSX. Experience with SD-WAN technologies. Knowledge of VoIP technologies.

Experience with SIEM platforms and security operations. ITIL v3 Foundation certification. Major Incident Management experience.

Server+, Network+, and/or A+ certifications. Experience with automation or configuration management technologies such as Python, Ansible, Puppet, Chef, or SaltStack. Associate or bachelor's degree, technical school training, or relevant military technical experience.

Ideal Candidate Profile Senior-level network professional capable of troubleshooting complex enterprise environments with minimal supervision. Strong technical mentor who enjoys helping junior engineers develop their skills. Customer-focused engineer who can translate complex technical issues into clear, professional communication.

Security-conscious professional with experience supporting highly available, multi-client network environments. Proactive problem solver who looks beyond immediate incidents to identify root causes, automate recurring tasks, and improve overall network reliability. If you're ready to take the next step in your career and want to make an impact, partner with trak group to explore this opportunity.