MSP Tier 3 Noc 1620

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