Responsible for continuous monitoring of network health and serves as the first point of contact for network alerts. This role focuses on identifying connectivity issues, performing initial remote diagnostics, and coordinating with on-site staff to perform physical hardware checks and power cycles to restore service quickly.
Key Responsibilities
Alert Response & Initial Triage
- Maintain a constant watch on monitoring dashboards and tickets to identify Down or Critical alerts in real-time.
- Verify categorized tickets for every alert, ensuring all initial data (severity, site name, device IP, and alert time) is accurately recorded.
- Basic Triage: Determine if an outage is site-wide or limited to a single device (AP/Switch) before beginning the troubleshooting process.
Remote Troubleshooting
- Perform basic remote tests including Pings, Traceroutes, and verifying Up/Down status via the network management system (NMS).
- Execute basic remote recovery actions, such as port resets or service restarts, according to established playbooks.
- Escalation: Timely escalation of tickets when initial remote troubleshooting steps do not resolve the issue.
On-Site Coordination (Physical Layer)
- Call on-site staff (hotel front desk, maintenance, or field techs) to act as remote hands.
- Guide on-site staff through physical checks, including:
- Power Status: Verifying if device LEDs are on/off.
- Cabling: Checking for loose, disconnected, or damaged Ethernet/Fiber cables.
- Power Cycles: Instructing staff on how to safely reboot specific hardware to clear hung states.
- Assist in verifying connectivity once a service has been restored.
Vendor Coordination:
- Engage the device manufacturer if equipment failure suspected
- Initiation of the RMA process until RMA is approved/rejected
- Remote support for RMA replacements when approved
- Schedule internal resources for dispatch where appropriate (based upon warranty and subscription)
- Implementation of temporary solution where possible and appropriate
Communication & Reporting
- Provide frequent, clear updates within the ticketing system regarding the progress of the restoration.
- Summarize all Open or Pending alerts for the incoming shift to ensure no critical issues are overlooked.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience
- 1-2 years of experience in Tier 2 technical support.
- Fundamental understanding of IP addresses and network devices like routers, switches, and access points.
- Knowledge of common cable types (Cat5e/6, Fiber) and standard power components
- Ability to navigate web-based monitoring dashboards and ticketing systems
- Ability to give clear, simple instructions to non-technical on-site staff over the phone
- Ability to prioritize multiple incoming alerts based on their impact
- Can work onsite and on a shifting schedule
- Certifications (Optional): CompTIA A+ or Network+
