This Network Engineer role at Solvo Global focuses on monitoring, troubleshooting, and maintaining robust network infrastructure. Solvo provides exceptional, affordable remote talent and AI-powered tools to U.S. and Canadian businesses in 50+ industry specialties, utilizing a nearshore model with employees operating in similar time zones and reflecting a strong work ethic.
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 Key Performance Indicators (KPIs).
- Maintain monitoring thresholds, alert policies, and Service Level Agreement (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 Local Area Network (LAN), Wide Area Network (WAN), MPLS, SD-WAN, and wireless networks.
- Troubleshoot routing/switching protocols (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 Property Management Systems (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 Standard Operating Procedures (SOPs).
- Create post-incident and Root Cause Analysis (RCA) reports.
- Participate in capacity planning and continuous improvement initiatives.
- Collaborate with engineering, logistics, and vendors to integrate new technologies.
Required Qualifications
Education & Experience
- BA/BSc/HND qualification.
- 1+ years experience in network operations or Network Operations Center (NOC) environment.
- Experience in incident management and escalation handling.
- Experience coordinating with field technicians and dispatch operations.
Technical Skills
- Strong knowledge of TCP/IP, routing protocols, VLANs, and QoS.
- Experience with network hardware from major vendors including Cisco, Ruckus, Aruba/HP, and Meraki (routers, switches, and wireless controllers).
- Proficiency with Firewalls: Cisco ASA, Fortinet, and Watchguard.
- Proficiency with Monitoring tools: SolarWinds, PRTG, Nagios, Zabbix, and Cosmos.
- Skilled in packet analysis using Wireshark and tcpdump.
- Familiarity with 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 relevant networking certifications (CompTIA Network+, CWNA, Fortinet NSE).
