• Ensure proactive monitoring and timely resolution of network alerts and performance issues
• Oversee patching, firmware upgrades, and configuration backups of network appliances
• Manage daily network health reports and escalate unresolved issues
• Coordinate with vendors and service providers for WAN circuit issues and infrastructure support
• Review change requests, risk assessments, and document change implementation
• Mentor Specialists and Analysts, reviewing troubleshooting techniques and SOP compliance
• Support after-office emergency response and critical incident resolution
• Participate in security reviews, technical audits, and compliance reporting
• Validate support coverage, on-call rotations, and ticket queue monitoring
• Lead capacity reviews, reporting, and service performance tracking
• Monitoring of daily operations across all remote site support activities
Qualifications:
• Bachelor’s degree in IT, Communications, or related field.
• 5+ years in field support roles with 2+ years in supervisory capacity.
• Familiarity with firewall, wireless, router, and structured cabling.
• Proficient in operational environments and remote diagnostics.
• Willingness to travel and lead field deployment initiatives.
• Strong organizational skills, attention to detail, and eagerness to learn.
