Jobs

Key Responsibilities

Network Monitoring & Performance

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary tools like Cosmos.
• Analyze performance trends, bandwidth, latency, packet loss, and KPIs.
• Maintain monitoring thresholds, alert policies, and SLA metrics.

Incident & Problem Management

• Respond to alerts and outages within SLA timeframes.
• Perform triage, diagnosis, and manage the incident lifecycle.
• Conduct root cause analysis and document lessons learned.
• Track trends and recommend preventive measures.

Escalation Management

• Act as the primary escalation point for Tier 1 and Tier 2 support teams.
• Escalate complex issues to Tier 4 engineers and specialized teams.
• Coordinate vendor support and facilitate bridge calls during major incidents.
• Manage communication between technical teams, management, and stakeholders.

Network Operations & Maintenance

• Execute firmware updates, patches, and configuration changes.
• Configure routers, switches, firewalls, load balancers, and wireless controllers.
• Implement VLANs, access control policies, and VPN connections.
• Perform change management and maintenance window activities.

Troubleshooting & Support

• Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks.
• Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP).
• Analyze traffic using Wireshark and tcpdump.
• Address DNS, DHCP, firewall, NAT, and VoIP issues.
• Handle SSID requests, conference issues, and special requests.

Field Technician Coordination

• Coordinate dispatches for PMS troubleshooting, WiFi site surveys, coverage analysis, and wireless optimization.
• Support third-party vendor troubleshooting (video, VoIP, conference room technology).
• Manage on-site troubleshooting activities and vendor escalations.

Documentation & Collaboration

• Maintain network documentation, topology diagrams, and SOPs.
• Create post-incident and RCA reports.
• Participate in capacity planning and continuous improvement initiatives.
• Collaborate with engineering, logistics, and vendors to integrate new technologies.

Required Qualifications

Technical Skills

• Strong knowledge of TCP/IP, routing protocols, VLANs, QoS.
• Experience with Cisco, Ruckus, Aruba/HP, Meraki routers, switches, and wireless controllers.
• Firewalls: Cisco ASA, Fortinet, Watchguard.
• Monitoring tools: SolarWinds, PRTG, Nagios, Zabbix, Cosmos.
• Wireshark, tcpdump, packet analysis.
• VPN, SD-WAN, load balancers, wired and wireless networking.
• Familiarity with Property Management Systems (PMS) and hospitality technology (preferred).

Certifications

• Preferred: CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified, or other networking certifications (CompTIA Network+, CWNA, Fortinet NSE).

Experience

• 1+ years in network operations or NOC environment.
• Incident management and escalation handling.
• Coordination with field technicians and dispatch operations.