ISP Network Support Engineer (Remote)

📋 Description

• • Join Pavago as a technically adept and proactive ISP Network Support Engineer, a pivotal role designed to bolster both customer-facing troubleshooting and the robust operation of our expanding multi-WAN ISP environment.
• • This is far more than a standard helpdesk position; you will be immersed in the live network infrastructure, taking direct responsibility for configuring routers, meticulously troubleshooting bonded links, providing essential support for wireless backhaul solutions, and diligently maintaining high-availability systems across diverse deployments including fiber, fixed wireless, and SD-WAN.
• • The ideal candidate will possess substantial hands-on experience within ISP, WISP, FTTH, or managed service provider settings, demonstrating a strong capability to seamlessly balance critical customer communications with in-depth technical execution.
• • Your primary responsibilities will encompass a dual focus on customer support and network operations, ensuring seamless connectivity and optimal performance for our clientele.
• • Customer Support & Troubleshooting:
• • You will be the first point of contact for customers experiencing connectivity or performance issues, responding promptly and professionally via calls and emails.
• • Your diagnostic skills will be crucial in identifying and resolving complex issues, including those related to bonded WAN connections, wireless link stability, VoIP quality degradation, and intricate routing misconfigurations.
• • You will be tasked with troubleshooting Customer Premises Equipment (CPE), routers, and firewalls directly within live production environments, requiring a calm and methodical approach under pressure.
• • Accurate and detailed documentation of all troubleshooting steps, root cause analyses, and configuration changes will be a key deliverable, contributing to our knowledge base and operational efficiency.
• • As part of a rotating schedule, you will participate in after-hours emergency support, dedicating one week per month to ensure continuous service availability.
• • You will also have the opportunity to consult with business clients, offering expert advice on connectivity optimization and the implementation of redundancy strategies to enhance their network resilience.
• • Network Operations & Maintenance:
• • Proactively monitor and maintain the integrity of our core ISP infrastructure, with a specific focus on wireless backhaul, bonded WAN links, and edge routing devices.
• • You will be responsible for the provisioning and configuration of new customer connections, which includes setting up routers, implementing VLANs, defining firewall rules, and establishing QoS policies to meet specific performance requirements.
• • Troubleshoot and resolve complex routing issues, including those involving BGP/OSPF protocols and link failover events, ensuring network stability and resilience.
• • Configure and maintain critical network devices, with a strong emphasis on MikroTik and Peplink hardware, within our production environment.
• • Provide essential support for tower deployments, backhaul upgrades, and broader infrastructure expansion projects, contributing to the growth and modernization of our network.
• • Assist in critical maintenance tasks such as firmware upgrades, configuration backups, and network hardening to ensure security and reliability.
• • Maintain meticulous records of network diagrams, IP addressing schemes, and system configurations, ensuring our documentation is always up-to-date and accurate.
• • Team Collaboration:
• • Foster strong working relationships with internal engineering and field teams, collaborating effectively to resolve intricate network challenges.
• • Appropriately escalate critical infrastructure issues while retaining ownership and ensuring a clear path to resolution.
• • Actively contribute to initiatives aimed at improving network uptime, enhancing redundancy, and optimizing overall network performance.
• • Share valuable documentation and operational insights with the team, fostering a culture of continuous learning and knowledge sharing.
• • Your success will be measured by key metrics including the speed and accuracy of support ticket resolution, maintaining high network uptime with minimal service disruption, successful provisioning of new customer connections, comprehensive documentation of network changes, and a reduction in repeat escalations, all contributing to strong customer satisfaction.