ISP Network Support Engineer

Pavago

Job Overview

Location

Essen, Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Join Pavago as a full-time, remote ISP Network Support Engineer, working within U.S. business hours, and become a vital part of our mission to deliver exceptional internet services.
• In this pivotal role, you will be instrumental in ensuring the seamless operation and optimal performance of our robust network infrastructure, directly impacting customer satisfaction and the reliability of our services.
• You will be the first line of defense for technical issues, expertly diagnosing and resolving complex network problems for our valued customers, thereby upholding Pavago's reputation for excellence.
• Your responsibilities will extend to proactive monitoring of network health, identifying potential issues before they escalate, and implementing preventative measures to maintain high availability.
• This role demands a deep understanding of ISP network technologies, including routing, switching, Wi-Fi, and various transmission mediums, coupled with a passion for problem-solving and customer advocacy.
• You will collaborate closely with cross-functional teams, including network operations, customer support, and engineering, to share insights, drive improvements, and ensure a cohesive approach to network management.
• A key aspect of your role will involve detailed documentation of network configurations, troubleshooting steps, and resolutions, contributing to our knowledge base and facilitating efficient problem resolution for future incidents.
• You will engage in hands-on troubleshooting, utilizing a range of diagnostic tools and methodologies to pinpoint the root cause of network disruptions, whether they are related to customer premises equipment (CPE), local area networks (LANs), or our core network infrastructure.
• This position offers a unique opportunity to work with cutting-edge ISP technologies and contribute to the continuous evolution of our network services, ensuring we remain at the forefront of the industry.
• You will be empowered to take ownership of technical challenges, from initial report to final resolution, ensuring customer issues are addressed with urgency and professionalism.
• Your expertise will be crucial in analyzing network performance data, identifying trends, and recommending optimizations to enhance speed, reliability, and overall user experience.
• You will play a significant role in the deployment and support of new network services and technologies, ensuring smooth integration and effective customer adoption.
• This role requires a commitment to staying abreast of the latest developments in networking and telecommunications, continuously expanding your technical skillset to meet the evolving demands of the ISP landscape.
• You will be responsible for managing and resolving escalated customer technical issues, providing clear and concise communication throughout the resolution process.
• Your ability to translate technical jargon into understandable explanations for customers will be essential in building trust and ensuring their satisfaction.
• You will contribute to the development and refinement of support processes and procedures, aiming for greater efficiency and effectiveness in our technical support operations.
• This role involves working with various network monitoring systems and ticketing platforms, ensuring accurate and timely updates on all assigned tasks.
• You will be expected to troubleshoot issues related to IP addressing, DNS, DHCP, VPNs, and other core internet protocols.
• A strong understanding of Wi-Fi technologies, including different standards (802.11ac, ax), channel interference, and signal strength optimization, will be critical for resolving customer connectivity issues.
• You will also be involved in diagnosing problems related to fiber optic, coaxial, and wireless transmission technologies.
• Your proactive approach will involve identifying patterns in customer issues and escalating recurring problems to the engineering team with detailed analysis and potential solutions.
• This position offers the chance to make a tangible impact on the daily lives of our customers by ensuring their internet connectivity is stable, fast, and reliable.
• You will be a key player in maintaining the high standards of service that Pavago is known for, acting as a technical ambassador for the company.
• The remote nature of this role allows for flexibility and work-life balance, provided you have a dedicated and productive home office environment.
• We encourage a collaborative spirit, where sharing knowledge and supporting colleagues is as important as individual performance.
• Your contributions will directly influence customer retention and loyalty by providing timely and effective technical solutions.
• You will be involved in the continuous improvement of our network's resilience and performance, contributing to long-term strategic goals.
• This role is ideal for an individual who thrives in a fast-paced environment and enjoys the challenge of solving intricate technical puzzles.
• You will have the opportunity to grow your career within a dynamic and expanding telecommunications company.

🎯 Requirements

• Proven experience as a Network Support Engineer or in a similar technical support role within an Internet Service Provider (ISP) environment.
• Strong understanding of TCP/IP networking, including routing protocols (e.g., BGP, OSPF), switching, VLANs, and subnetting.
• Proficiency in troubleshooting Wi-Fi networks, including common issues, standards (802.11ac/ax), and optimization techniques.
• Familiarity with common ISP network hardware, such as routers, switches, modems (cable, DSL, fiber), and wireless access points.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues efficiently.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Experience with network monitoring tools (e.g., Nagios, Zabbix, PRTG) and ticketing systems (e.g., Jira, ServiceNow).
• Knowledge of common internet protocols such as DNS, DHCP, HTTP/S, and VPNs.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience with command-line interfaces for network devices (e.g., Cisco IOS, Juniper Junos) is a plus.
• Certifications such as CCNA, Network+, or similar are highly desirable.

🏖️ Benefits

• Competitive salary commensurate with experience and qualifications.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) and holiday schedule.
• Remote work flexibility, allowing you to work from anywhere within the U.S.
• Opportunities for professional development and continuous learning, including training and certifications.
• A collaborative and supportive team environment with a focus on innovation and growth.
• Access to the latest networking technologies and tools.
• 401(k) retirement savings plan with company match.

Skills & Technologies

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Pavago

Visit Website

About Pavago

Pavago is a technology company focused on developing innovative solutions for the logistics and supply chain industry. Their platform aims to streamline operations, enhance visibility, and improve efficiency for businesses involved in transportation and warehousing. By leveraging advanced data analytics and automation, Pavago helps clients optimize their routes, manage inventory effectively, and reduce operational costs. The company serves a diverse range of clients, from small to large enterprises, seeking to modernize their supply chain management and gain a competitive edge in the global market. Their core business revolves around providing a comprehensive software-as-a-service (SaaS) solution tailored to the specific needs of the logistics sector.

View Company Profile