Solvo is changing how North American companies connect with talented, nearshore employees, along with the latest AI-powered tools. Solvo provides exceptional, affordable remote talent to U.S. and Canadian businesses in 50+ industry specialties. Solvo operations feature employees with no language barriers, a strong work ethic, in the same time zone, mirroring clients’ office environment with full oversight and transparency. Our mission is to provide talent solutions that exceed client expectations by increasing productivity, adapting to every work environment, and delivering positive results.About the job Ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support while maintaining SLAs and collaborating with cross-functional teams. Responsibilities~ Network Monitoring & Performance~ Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary systems like Cosmos Analyze performance trends, bandwidth, latency, packet loss, and KPIs Maintain monitoring thresholds, alert policies, and SLA metrics Incident & Problem Management~ Respond to alerts and outages within SLA timeframes Perform triage, diagnosis, and manage the incident lifecycle Conduct root cause analysis 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, wireless controllers 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/switching (BGP, OSPF, EIGRP, STP) Analyze traffic using Wireshark, tcpdump Address DNS, DHCP, firewall, NAT, and VoIP issues Manage SSID requests, conference issues, and other special requests Field Technician Coordination & Dispatch~ Work with field technicians and coordinate tech dispatches for PMS troubleshooting and connectivity Conduct WiFi site surveys, coverage analysis, and wireless optimization Handle 3rd party vendor troubleshooting including video, VoIP, and conference room technology Coordinate on-site troubleshooting and vendor escalations Documentation & Collaboration~ Maintain network documentation, topology diagrams, and SOPs Create post-incident and root cause analysis (RCA) reports Participate in capacity planning and continuous improvement initiatives Collaborate with Engineering, logistics, equipment, and third-party vendors to integrate new equipment and technologies Skills~ Technical (Hard Skills)~ TCP/IP, routing protocols, VLANs, QoS Cisco, Ruckus, Aruba/HP, Meraki routers, switches, and wireless controllers Firewalls (Cisco ASA, Fortinet, Watchguard) Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, Cosmos) Wireshark, tcpdump, packet analysis VPN, SD-WAN, load balancers, wired (Ethernet and fiber) and wireless networking Property Management Systems (PMS) and hospitality technology (preferred) Soft Skills~ Strong communication and problem-solving abilities Calm under pressure during critical incidents Team collaboration and mentoring skills Time management and prioritization