ISP Network Support Engineer

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Overview

Pavago, a growing multi-WAN ISP, is seeking a technically strong and proactive ISP Network Support Engineer. This role plays a critical part in ensuring efficient customer-facing troubleshooting and maintaining production network operations. Candidates must be proficient in handling connectivity issues in a dynamic environment.

Responsibilities

The responsibilities of the ISP Network Support Engineer involve varied tasks aimed at maintaining high service quality and operational efficiency. Key tasks include:

• Responding promptly and professionally to customer inquiries regarding connectivity and performance.
• Diagnosing and resolving issues with bonded WAN connections, wireless links, VoIP quality, and routing misconfigurations.
• Troubleshooting customer premise equipment (CPE) devices, routers, and firewalls within live production environments.
• Participating in a rotating after-hours emergency support schedule (typically 1 week per month).
• Consulting with business clients on optimizing connectivity and redundancy strategies as required.
• Monitoring and maintaining the core ISP infrastructure, including wireless backhaul and edge routing devices.
• Provisioning and configuring new customer connections, including router configuration, VLANs, firewall rules, and QoS policies.
• Troubleshooting BGP/OSPF routing issues and link failover events.
• Configuring and maintaining MikroTik and Peplink devices in production.
• Supporting tower deployments and infrastructure expansions.
• Assisting with firmware upgrades, configuration backups, and other network hardening tasks.
• Maintaining accurate network diagrams and IP addressing documentation.
• Collaborating closely with internal engineering and field teams to resolve complex network issues and escalate critical infrastructure problems when necessary.
• Contributing to network uptime, redundancy, and optimization.
• Sharing documentation and operational insights to facilitate team knowledge.

Required Skills

Candidates applying for the ISP Network Support Engineer position should possess the following skills:

• Proficiency in network troubleshooting and support, particularly in environments with WAN connections.
• Solid knowledge of VoIP systems, routers, firewalls, and CPE devices.
• Familiarity with managing BGP and OSPF routing protocols.
• Experience with MikroTik and Peplink networking equipment.
• Skills in monitoring and managing network performance metrics and diagnostics.
• Excellent problem-solving abilities, especially in high-pressure situations.
• Strong communication skills for effectively consulting with clients and communicating within the team.
• Ability to participate in after-hours support and maintain a flexible work schedule.

Salary and Benefits

Although specific salary figures are not detailed in the job description, it mentions a competitive salary, which suggests that the compensation is aligned with industry standards for network support engineers. Additionally, Pavago offers benefits that include:

• Opportunities for professional growth.
• A collaborative work environment that emphasizes teamwork.
• Professional development opportunities to enhance skills and advance in one's career.

Location

This position is remote with specific mention of Colombia being the location. Given the nature of the work, remote capabilities must be fully supported regardless of the location.

Job Perspective

The role of ISP Network Support Engineer is crucial for ensuring that clients receive reliable and high-quality network services. As ISPs increasingly adopt complex multi-WAN infrastructures, the demand for skilled professionals to manage and troubleshoot these environments rises.

Job seekers should consider the growth opportunities that come with this role, as ISP infrastructures continue to evolve and expand. As network technology advances, professionals in this field can look forward to ongoing training and development opportunities. With the trend of work-from-home arrangements becoming a norm, this role also appeals to those seeking flexibility in their careers.

Overall, this is an attractive opportunity for job seekers with a background in network engineering and support, especially those seeking growth within a rapidly expanding ISP.

This job offer was originally published on himalayas.app