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.
Job Summary
Ensure 24/7 availability and optimal performance of network infrastructure through proactive monitoring, incident response, escalation management, and advanced technical support. The NOC Tier 3 Engineer maintains SLAs while collaborating closely with cross‑functional teams and external vendors.
Working Conditions
Shift-based role supporting 24/7 operations.
On-call availability may be required.
Office-based position with potential remote work options.
Experience
3+ years of experience in Network Operations or NOC environments.
Proven experience handling incident management and escalations.
Experience coordinating with field technicians and dispatch operations.
Certifications (Preferred)
CCNA, CCNP
Ruckus Certified, Aruba Certified, Meraki Certified
CompTIA Network+, CWNA, Fortinet NSE, or similar networking certifications
Soft Skills
Strong communication and problem-solving skills.
Ability to remain calm and effective during critical incidents.
Team collaboration and mentoring capabilities.
Strong time management and prioritization skills.
Education
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
Key Responsibilities
Network Monitoring & Performance
Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary monitoring systems such as Cosmos.
Analyze performance trends including bandwidth utilization, latency, packet loss, and KPIs.
Maintain monitoring thresholds, alerting policies, and SLA metrics.
Incident & Problem Management
Respond to alerts and outages within defined SLA timeframes.
Perform triage, root cause diagnosis, and manage the full incident lifecycle.
Conduct root cause analysis (RCA) and document lessons learned.
Track recurring issues and recommend preventive actions.
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 when required.
Coordinate with vendors and facilitate bridge calls during major incidents.
Manage communication among technical teams, management, and stakeholders.
Network Operations & Maintenance
Execute firmware upgrades, patches, and configuration changes.
Configure and support routers, switches, firewalls, load balancers, and wireless controllers.
Implement VLANs, access control policies, and VPN connections.
Perform change management activities and support scheduled maintenance windows.
Troubleshooting & Support
Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks.
Troubleshoot routing and switching protocols (BGP, OSPF, EIGRP, STP).
Analyze network traffic using Wireshark and tcpdump.
Address DNS, DHCP, firewall, NAT, and VoIP-related issues.
Handle SSID requests, conference room connectivity issues, and other special requests.
Field Technician Coordination & Dispatch
Coordinate and dispatch field technicians for:
Property Management System (PMS) connectivity and troubleshooting
Wi-Fi site surveys, coverage analysis, and wireless optimization
Third-party vendor support including VoIP, video, and conference room technology
Support on-site troubleshooting and vendor escalations.
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 teams, and third-party vendors as new technologies are integrated into the production network.
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