Responsibilities

Network Monitoring & Performance

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

Incident & Problem Management

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  Respond to alerts and outages within established SLA timeframes.
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  Perform triage, diagnosis, and full incident lifecycle management.
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  Conduct root cause analysis and document lessons learned.
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  Track recurring issues and recommend preventive measures.

Escalation Management

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

Network Operations & Maintenance

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

Troubleshooting & Support

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  Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks.
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  Troubleshoot routing and switching protocols including BGP, OSPF, EIGRP, and STP.
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  Analyze traffic using Wireshark and tcpdump.
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  Address DNS, DHCP, firewall, NAT, and VoIP issues.
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  Support SSID requests, conference room issues, and other special requests.

Field Technician Coordination & Dispatch

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  Coordinate with field technicians for on-site troubleshooting and dispatches related to:
  
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    PMS troubleshooting and connectivity issues
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    WiFi site surveys, coverage analysis, and wireless optimization
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    Third-party vendor troubleshooting, including VoIP and conference room technology
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  Manage vendor escalations and on-site support coordination.

Documentation & Collaboration

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  Maintain network documentation, topology diagrams, and SOPs.
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  Create post-incident reports and RCA documentation.
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  Participate in capacity planning and continuous improvement initiatives.
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  Collaborate with Engineering, Logistics, Equipment, and third-party vendors as new technologies are integrated into the production network.

Requisitos