Solvo is seeking a NOC Engineer Tier 3 to ensure the 24/7 availability and performance of network infrastructure. This senior-level technical role involves comprehensive monitoring, incident response, escalation management, and high-level technical support while maintaining Service Level Agreements (SLAs). The successful candidate will be the primary technical authority for resolving complex network issues and will collaborate with cross-functional teams to provide exceptional remote talent solutions for businesses across North America.
Responsibilities
Network Monitoring & Performance
- Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary systems like Cosmos.
- Analyze performance trends, bandwidth, latency, packet loss, and key performance indicators (KPIs).
- Maintain monitoring thresholds, alert policies, and SLA metrics.
Incident & Problem Management
- Respond to alerts and outages within defined SLA timeframes.
- Perform triage and diagnosis, managing the entire incident lifecycle.
- Conduct root cause analysis (RCA) and document lessons learned.
- Track trends and recommend preventive measures.
Escalation Management
- Serve 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 lead 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 (Cisco, Ruckus, Aruba/HP, Meraki).
- 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 and switching protocols (BGP, OSPF, EIGRP, STP).
- Analyze traffic using Wireshark and tcpdump.
- Address DNS, DHCP, firewall (Cisco ASA, Fortinet, Watchguard), NAT, and VoIP issues.
Coordination & Field Support
- Coordinate with field technicians for Property Management Systems (PMS) troubleshooting and connectivity dispatches.
- Conduct WiFi site surveys, coverage analysis, and wireless optimization.
- Handle 3rd party vendor troubleshooting for video, VoIP, and conference room technology.
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 third-party vendors to integrate new technologies.
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