Ensure 24/7 availability and optimal performance of network infrastructure through proactive monitoring, incident response, escalation management, and technical support, while meeting SLA commitments and collaborating with cross-functional teams.

Responsibilities

Network Monitoring & Performance

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

Incident & Problem Management

• Respond to alerts and outages within established SLA timeframes.
• Perform triage, diagnosis, and full incident lifecycle management.
• Conduct root cause analysis and document lessons learned.
• Track recurring issues 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 among 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 tasks and maintenance window activities.

Troubleshooting & Support

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

Field Technician Coordination & Dispatch

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

Documentation & Collaboration

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

Requisitos

Required Skills

Technical / Hard Skills

Strong knowledge of TCP/IP, routing protocols, VLANs, and QoS
Hands-on experience with Cisco, Ruckus, Aruba/HP, and Meraki routers, switches, and wireless controllers
Experience with firewalls such as Cisco ASA, Fortinet, and WatchGuard
Familiarity with monitoring tools including SolarWinds, PRTG, Nagios, Zabbix, and Cosmos
Experience with Wireshark, tcpdump, and packet analysis
Knowledge of VPN, SD-WAN, load balancers, and both wired and wireless networking
Experience with ethernet and fiber connectivity
Property Management Systems (PMS) and hospitality technology experience preferred

Soft Skills

Strong communication and problem-solving skills
Ability to remain calm under pressure during critical incidents
Teamwork and mentoring capabilities
Strong time management and prioritization skills

Network Operations Engineer / Network Support Engineer
Location: 100% Onsite
Schedule: Monday to Friday, 8:00 AM to 5:00 PM EST