Technical Skills

• Strong knowledge of TCP/IP, routing protocols, VLANs, and Quality of Service (QoS).

• Expertise with Cisco, Ruckus, Aruba/HP, and Meraki routers, switches, and wireless

controllers.

• Hands-on experience with Firewalls: Cisco ASA, Fortinet, and Watchguard.

• Proficiency in monitoring tools: SolarWinds, PRTG, Nagios, Zabbix, or Cosmos.

• Advanced packet analysis skills using Wireshark and tcpdump.

• Experience with VPN, SD-WAN, load balancers, and wireless networking.

• Familiarity with Property Management Systems (PMS) and hospitality technology

(highly preferred).

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or

equivalent work experience).

• 1+ years of experience in a Network Operations Center (NOC) environment.

• Proven experience in incident management and high-level escalation handling.

• Background in coordinating with field technicians and dispatch operations.

Certifications

Preferred: CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified, CompTIA

Network+, CWNA, or Fortinet NSE.

Soft Skills

• Exceptional communication and technical problem-solving abilities.

• Ability to remain calm and decisive under pressure during critical network incidents.

• Strong team collaboration and mentoring skills for junior staff.

• Excellent time management and the ability to prioritize tasks in a fast-paced

environment.

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary tools

like Cosmos.

• Analyze performance trends, bandwidth utilization, latency, packet loss, and key

performance indicators (KPIs).

• Maintain and optimize monitoring thresholds, alert policies, and SLA metrics.

• Respond to critical alerts and outages within established SLA timeframes.

• Perform advanced triage, diagnosis, and end-to-end management of the incident

lifecycle.

• Conduct thorough Root Cause Analysis (RCA) and document lessons learned for major

outages.

• Track recurring trends and recommend preventive measures to minimize future

disruptions.

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

• Escalate complex architectural issues to Tier 4 engineers and specialized engineering

teams.

• Coordinate vendor support and facilitate technical bridge calls during major incidents.

• Manage communication between technical teams, senior management, and external

stakeholders.

• Execute firmware updates, security patches, and global configuration changes.

• Configure and maintain routers, switches, firewalls, load balancers, and wireless

controllers.

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

• Oversee change management processes and lead maintenance window activities.

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

• Troubleshoot advanced routing and switching protocols (BGP, OSPF, EIGRP, STP).

• Perform deep-dive traffic analysis using Wireshark and tcpdump.

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

• Handle specialized requests including SSID configurations and conference connectivity

issues.

• Coordinate dispatches for Property Management System (PMS) troubleshooting and

WiFi site surveys.

• Support third-party vendor troubleshooting for video, VoIP, and conference room

technology.

• Manage on-site troubleshooting activities and oversee vendor escalations in the field.

• Maintain accurate network documentation, topology diagrams, and Standard Operating

Procedures (SOPs).

• Create detailed post-incident reports and RCA documentation.

• Participate in capacity planning and continuous service improvement initiatives.

• Collaborate with engineering, logistics, and vendors to integrate and deploy new

technologies.