- Troubleshoot connectivity: Fix slow internet, dropped signals, and total outages for fiber, broadband, or leased lines.
- Manage customer complaints: Handle escalated technical support tickets from lower-tier teams (L1/L2).
- Configure network gear: Set up and monitor routers, switches, and gateway devices.
- Coordinate with field teams: Work with on-site technicians and core backbone engineers to resolve hardware or line faults.
- Monitor network health: Use network monitoring tools to spot traffic spikes, packet loss, or link failures. [1, 2, 3, 4, 5]
Required Skills
- Networking basics: Strong knowledge of TCP/IP, DNS, DHCP, routing protocols (OSPF, BGP), and VLANs.
- Diagnostic tools: Ability to use ping, traceroute, nslookup, and packet analyzers.
- Vendor equipment: Familiarity with hardware from companies like Syrotech, mikrotik, L2 switches Huawei.
- Communication skills: Calm and explicit communication when talking to frustrated customers or other technicians.