Operational Support Troubleshooting
Troubleshoot and restore:
o Cisco Meraki
o Fortinet (FortiGate)
o Cradlepoint
o Palo Alto Prisma SD-WAN
Diagnose and resolve site outages (Meraki, Fortinet, Prisma SD-WAN), including:
o WAN connectivity issues
o Device-level failures
o Configuration-related problems
Troubleshoot routing, firewall policy, and SD-WAN policy issues and Cellular Connectivity Issues
Support and resolve SD-WAN failover and performance issues
Diagnose and resolve cellular connectivity issues:
o Cradlepoint, Fortinet, Meraki
o APN configuration and carrier-related issues
Engage and coordinate with U.S.-based ISPs and carriers to troubleshoot connectivity issues:
o Open and manage provider support tickets
o Perform joint troubleshooting (circuit testing, handoff validation)
o Drive issues through resolution and confirm service restoration Implementation Project Support
Execute network cutovers during deployments
Provide remote engineering support for field technicians:
o Guide installations using standard deployment procedures
o Validate configurations and ensure successful site turn-up
Implement firewall rule changes based on approved requests, following industry best practices
Support same-day service requests and deployment activities NOC / Engineering Support
Work ENG/NOC tickets and resolve issues end-to-end where within scope
Operate in a parallel support model alongside U.S.-based engineers
Troubleshoot and resolve issues independently within defined scope, escalating complex or design-related issues appropriately Workload Availability Expectations
Actively manage and work assigned tickets and tasks throughout the entire shift
Proactively engage in:
o Ticket queues
o Documentation updates
o Monitoring and operational tasks when ticket volume is low
Maintain continuous availability during scheduled hours for: