We are seeking a detail-oriented Network Operations agent to join our team. This role involves managing network connectivity and troubleshooting issues to ensure seamless operations.
Responsibilities include :
- Responding promptly to inbound alerts from monitoring systems.
- Conducting initial remote troubleshooting to identify root causes or restore connectivity.
- Creating and managing tickets with ISPs and incident management teams for circuit-related issues or outages.
- Coordinating with property and incident management teams to address power outages.
- Guiding property resources in resolving basic cabling or physical connectivity issues.
- Assisting property resources in troubleshooting basic device configurations or failure conditions.
- Collaborating with device manufacturers when equipment failure is suspected.
- Overseeing the RMA process, from initiation to approval / rejection.
- Providing remote support for RMA replacements once approved.
- Scheduling internal resources for on-site dispatch as needed, based on warranty or subscription status.
- Implementing temporary solutions where feasible and appropriate.
Requirements
Understanding of TCP / IP, DNS, DHCP, and VPNs.Experience with WAN / LAN troubleshooting and network monitoring tools.Skilled in diagnosing connectivity, hardware, and configuration issues.Familiar with ISP and circuit-related troubleshooting.Experience with routers, switches, firewalls, and wireless devices.Knowledge of RMA processes and working with manufacturers.Proficiency in ticketing systems (e.g., SalesForce).Ability to work with ISPs, vendors, and property teams effectively.Clear communication with technical and non-technical stakeholders.Basic knowledge of power systems (e.g., UPS, generators).Has strong problem-solving, teamwork, and ability to prioritize tasks.