Level 2 Network / Firewall Engineer (Fortinet – MSP Environment) (Plano)

Job SummaryThe 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 ResponsibilitiesProvide Level 2 support for customer Fortinet FortiGate firewalls across multiple client environmentsResolve incidents and service requests escalated from Level 1 within SLA targetsImplement approved firewall changes including rules, NAT, VIPs, and VPN accessPerform guided troubleshooting using documented proceduresMonitor firewall health and alerts using MSP monitoring toolsReview firewall logs to support incident resolutionExecute firmware upgrades following approved change plansDocument all work performed in ticketing systemsEscalate complex or unresolved issues to Level 3 teams with clear findings