Engineering Job At Solvo Global

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Tier 3 IT Support & NOC Agent

Job Description

The Tier 3 IT Support & NOC Agent is the highest technical escalation point within the client environment. The role focuses on resolving complex and high-impact technical issues while overseeing infrastructure monitoring, incident response, and service improvements.

The position requires strong technical expertise combined with proactive operational management to maintain system stability, performance, and reliability. The successful candidate will contribute to root cause analysis, automation, monitoring improvements, and technical leadership while handling both escalated incidents and proactive support activities.

Key Responsibilities

Network Monitoring & Performance

• Monitor client infrastructure using SolarWinds, PRTG, Nagios, Zabbix, Cosmos, and other monitoring platforms.

• Review bandwidth, latency, packet loss, performance trends, and key service indicators.

• Maintain monitoring thresholds, alert configurations, and SLA performance metrics.

Incident & Problem Management

• Respond to infrastructure alerts, outages, and service incidents within agreed SLA timelines.

• Conduct incident triage, diagnosis, resolution, and lifecycle management.

• Perform root cause analysis and document findings and lessons learned.

• Identify recurring issues and recommend preventive measures.

Escalation Management

• Act as the main escalation point for Tier 1 and Tier 2 support teams.

• Escalate highly complex incidents to Tier 4 engineers and specialized teams when necessary.

• Coordinate vendor support and bridge calls during major incidents.

• Maintain effective communication between technical teams, management, and other stakeholders.

Network Operations & Maintenance

• Carry out firmware upgrades, security patches, configuration changes, and scheduled maintenance.

• Configure routers, switches, firewalls, load balancers, and wireless controllers.

• Implement VLANs, access control policies, and VPN connections.

• Follow change management procedures and coordinate activities during approved maintenance windows.

Troubleshooting & Technical Support

• Resolve complex issues affecting LAN, WAN, MPLS, SD-WAN, and wireless networks.

• Troubleshoot routing and switching protocols including BGP, OSPF, EIGRP, and STP.

• Analyze network traffic using Wireshark, tcpdump, and related tools.

• Troubleshoot DNS, DHCP, firewall, NAT, and VoIP-related issues.

• Handle SSID requests, conference technology problems, and other specialized technical requests.

Systems & MSP Support

• Troubleshoot complex Windows and macOS issues and conduct root cause analysis for recurring problems.

• Manage and support Hybrid Active Directory, Azure/Entra ID, and Microsoft 365 environments.

• Develop PowerShell scripts and RMM workflows to automate repetitive tasks and improve monitoring.

• Support EDR security deployments and participate in disaster recovery operations.

Security Operations & Compliance

• Monitor security logs and SIEM alerts for possible security incidents.

• Implement and maintain network security policies and access control lists.

• Respond to security incidents and coordinate with the security operations team.

• Conduct vulnerability assessments on network infrastructure.

• Ensure systems comply with organizational security standards and applicable regulatory requirements.

• Maintain audit records and technical documentation for compliance purposes.

• Participate in established security incident response processes.

Field Technician Coordination & Dispatch

Coordinate field technicians and technical dispatches for:

• Property Management System (PMS) troubleshooting and connectivity problems.

• WiFi site surveys, coverage assessments, and wireless optimization.

• Third-party vendor support involving video, VoIP, and conference room technologies.

• On-site technical troubleshooting and vendor escalation activities.

Documentation & Collaboration

• Maintain accurate network documentation, topology diagrams, and standard operating procedures.

• Prepare post-incident reports and root cause analysis documentation.

• Participate in capacity planning and continuous improvement initiatives.

• Work with Engineering, Logistics, Equipment, and third-party vendors during the integration of new technologies and equipment into production networks.

Skills and Technical Qualifications

• Strong knowledge of TCP/IP, routing protocols, VLANs, and QoS.

• Experience with Cisco, Ruckus, Aruba/HP, and Meraki networking equipment.

• Knowledge of firewalls such as Cisco ASA, Fortinet, and WatchGuard.

• Experience with SolarWinds, PRTG, Nagios, Zabbix, Cosmos, or similar monitoring platforms.

• Proficiency in Wireshark, tcpdump, and network packet analysis.

• Knowledge of VPN, SD-WAN, load balancing, Ethernet, fiber, and wireless networking.

• Knowledge of Property Management Systems (PMS) and hospitality technology is an advantage.

Preferred Certifications

• CCNA or CCNP.

• Ruckus Certified.

• Aruba Certified.

• Meraki Certified.

• CompTIA Network+.

• CWNA.

• Fortinet NSE.

• Other relevant networking certifications.

Experience

• At least 2 years of experience in network operations or a NOC environment.

• Experience managing incidents and technical escalations.

• Experience coordinating field technicians and dispatch operations.

Soft Skills

• Excellent communication and technical problem-solving skills.

• Ability to remain calm and effective during critical incidents.

• Strong teamwork, collaboration, and mentoring abilities.

• Good time management and prioritization skills.

Education

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.

Working Conditions

• The position involves working shifts within a 24/7 operational environment.

• On-call availability may be required.

• The role is primarily office-based, with remote work opportunities potentially available.

Application

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