Website Solvo Global
Solvo is changing how North American companies connect with talented, nearshore employees, along with the latest AI-powered tools. Solvo provides exceptional, affordable remote talent to U.S. and Canadian businesses in 50+ industry specialties. Solvo operations feature employees with no language bar… read moreriers, a strong work ethic, in the same time zone, mirroring clients’ office environment with full oversight and transparency. Our mission is to provide talent solutions that exceed client expectations by increasing productivity, adapting to every work environment, and delivering positive results.
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.
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