- 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:
- Fortinet certifications (e.g., NSE4 or equivalent) - Required
- CompTIA Network+ or equivalent foundational certification - Preferred
- CCNA-level knowledge (certification preferred but not required if experience is robust)
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.