Level 2 Network / Firewall Engineer (Fortinet - MSP Environment)

Job Description

Job Summary

The Level 2 Network / Firewall Engineer provides operational support for customer firewall and network security environments within a Managed Services Provider (MSP) model. This role focuses on incident resolution, service requests, and change implementation for Fortinet FortiGate platforms, acting as an escalation point for Level 1 engineers while adhering to defined SLAs, runbooks, and standard operating procedures.

Key Responsibilities

Provide Level 2 support for customer Fortinet FortiGate firewalls across multiple client environments

Resolve incidents and service requests escalated from Level 1 within SLA targets

Implement approved firewall changes including rules, NAT, VIPs, and VPN access

Perform guided troubleshooting using documented procedures

Monitor firewall health and alerts using MSP monitoring tools

Review firewall logs to support incident resolution

Execute firmware upgrades following approved change plans

Document all work performed in ticketing systems

Escalate complex or unresolved issues to Level 3 teams with clear findings