ISP Network Support Engineer (Remote)

📋 Description

• • Join Pavago as a technically adept and proactive ISP Network Support Engineer, a crucial role focused on bolstering both customer-facing troubleshooting and the robust operation of our growing multi-WAN ISP environment.
• • This is a dynamic, full-time, remote position operating during U.S. business hours, offering a unique opportunity to work directly with live network infrastructure.
• • You will be instrumental in configuring routers, meticulously troubleshooting bonded links, providing expert support for wireless backhaul solutions, and maintaining high-availability systems across diverse deployments including fiber, fixed wireless, and SD-WAN.
• • The ideal candidate will possess hands-on experience within ISP, WISP, FTTH, or managed service provider settings, demonstrating a strong capability to balance effective customer communication with deep technical execution.
• • Customer Support & Troubleshooting:
• • Take ownership of customer interactions, responding promptly and professionally to all calls and emails pertaining to connectivity issues and performance degradation.
• • Skillfully diagnose and resolve complex issues, including those involving bonded WAN connections, wireless link stability, VoIP quality, and intricate routing misconfigurations.
• • Conduct thorough troubleshooting of Customer Premises Equipment (CPE), routers, and firewalls within live production environments, ensuring minimal disruption.
• • Meticulously document all troubleshooting steps, root cause analyses, and configuration changes, maintaining a high standard of accuracy and completeness.
• • Participate actively in a rotating after-hours emergency support schedule, typically one week per month, ensuring continuous service availability.
• • Provide expert consultation to business clients, offering strategic advice on connectivity optimization and redundancy strategies to enhance their network resilience.
• • Network Operations & Maintenance:
• • Proactively monitor and maintain the integrity of our core ISP infrastructure, encompassing wireless backhaul networks, bonded WAN links, and edge routing devices.
• • Efficiently provision and configure new customer connections, including router setup, VLAN implementation, firewall rule creation, and Quality of Service (QoS) policy application.
• • Troubleshoot and resolve complex routing issues, including BGP/OSPF dynamics and link failover events, ensuring seamless network operation.
• • Configure and maintain critical network devices, with a strong emphasis on MikroTik and Peplink hardware in production settings.
• • Provide essential support for tower deployments, backhaul upgrades, and ongoing infrastructure expansion projects, contributing to network growth and enhancement.
• • Assist with critical maintenance tasks such as firmware upgrades, configuration backups, and network hardening to bolster security and stability.
• • Maintain up-to-date and accurate network diagrams, IP addressing documentation, and comprehensive system records, ensuring clear visibility and manageability.
• • Team Collaboration:
• • Foster strong working relationships with internal engineering and field teams, collaborating effectively to resolve complex and challenging network issues.
• • Appropriately escalate critical infrastructure issues while maintaining a sense of ownership and ensuring timely resolution.
• • Actively contribute to initiatives aimed at improving network uptime, enhancing redundancy, and optimizing overall network performance.
• • Proactively share valuable documentation and operational insights, fostering a culture of continuous learning and knowledge sharing within the team.
• • Key Metrics for Success:
• • Achieve fast, accurate resolution times for all support tickets, minimizing customer impact.
• • Maintain high levels of network uptime and minimize service disruptions through proactive monitoring and swift issue resolution.
• • Ensure the successful and efficient provisioning and configuration of all new customer connections.
• • Uphold a high standard of accuracy and completeness in all network change documentation.
• • Drive down repeat escalations and cultivate strong customer satisfaction through exceptional service delivery.