Company Overview

Solvo is changing how North American companies connect with talented, nearshore employees, along with the latest AI-powered tools. Solvo provides exceptional, affordable remote talent to U.S. and Canadian businesses in 50+ industry specialties. Solvo operations feature employees with no language barriers, a strong work ethic, in the same time zone, mirroring...

Key Responsibilities.

Network Monitoring & Performance

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary tools like Cosmos.
• Analyze performance trends, bandwidth, latency, packet loss, and KPIs.
• Maintain monitoring thresholds, alert policies, and SLA metrics.

Incident & Problem Management

• Respond to alerts and outages within SLA timeframes.
• Perform triage, diagnosis, and manage the incident lifecycle.
• Conduct root cause analysis and document lessons learned.
• Track trends and recommend preventive measures.

Escalation Management

• Act as the primary escalation point for Tier 1 and Tier 2 support teams.
• Escalate complex issues to Tier 4 engineers and specialized teams.
• Coordinate vendor support and facilitate bridge calls during major incidents.
• Manage communication between technical teams, management, and stakeholders.

Network Operations & Maintenance

• Execute firmware updates, patches, and configuration changes.
• Configure routers, switches, firewalls, load balancers, and wireless controllers.
• Implement VLANs, access control policies, and VPN connections.
• Perform change management and maintenance window activities.

Troubleshooting & Support

• Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks.
• Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP).
• Analyze traffic using Wireshark and tcpdump.
• Address DNS, DHCP, firewall, NAT, and VoIP issues.
• Handle SSID requests, conference issues, and special requests.

Field Technician Coordination

• Coordinate dispatches for PMS troubleshooting, WiFi site surveys, coverage analysis, and wireless optimization.
• Support third-party vendor troubleshooting (video, VoIP, conference room technology).
• Manage on-site troubleshooting activities and vendor escalations.

Documentation & Collaboration

• Maintain network documentation, topology diagrams, and SOPs.
• Create post-incident and RCA reports.
• Participate in capacity planning and continuous improvement initiatives.
• Collaborate with engineering, logistics, and vendors to integrate new technologies.

Required Qualifications

Technical Skills

• Strong knowledge of TCP/IP, routing protocols, VLANs, QoS.
• Experience with Cisco, Ruckus, Aruba/HP, Meraki routers, switches, and wireless controllers.
• Firewalls: Cisco ASA, Fortinet, Watchguard.
• Monitoring tools: SolarWinds, PRTG, Nagios, Zabbix, Cosmos.
• Wireshark, tcpdump, packet analysis.
• VPN, SD-WAN, load balancers, wired and wireless networking.
• Familiarity with Property Management Systems (PMS) and hospitality technology (preferred).

Certifications

Preferred: CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified, or other networking certifications (CompTIA Network+, CWNA, Fortinet NSE).

Experience

1+ years in network operations or NOC environment.

Incident management and escalation handling.

Coordination with field technicians and dispatch operations.

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary tools like Cosmos.
• Analyze performance trends, bandwidth, latency, packet loss, and KPIs.
• Maintain monitoring thresholds, alert policies, and SLA metrics.
• Respond to alerts and outages within SLA timeframes.
• Perform triage, diagnosis, and manage the incident lifecycle.
• Conduct root cause analysis and document lessons learned.
• Track trends and recommend preventive measures.
• Act as the primary escalation point for Tier 1 and Tier 2 support teams.
• Escalate complex issues to Tier 4 engineers and specialized teams.
• Coordinate vendor support and facilitate bridge calls during major incidents.
• Manage communication between technical teams, management, and stakeholders.
• Execute firmware updates, patches, and configuration changes.
• Configure routers, switches, firewalls, load balancers, and wireless controllers.
• Implement VLANs, access control policies, and VPN connections.
• Perform change management and maintenance window activities.
• Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks.
• Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP).
• Analyze traffic using Wireshark and tcpdump.
• Address DNS, DHCP, firewall, NAT, and VoIP issues.
• Handle SSID requests, conference issues, and special requests.
• Coordinate dispatches for PMS troubleshooting, WiFi site surveys, coverage analysis, and wireless optimization.
• Support third-party vendor troubleshooting (video, VoIP, conference room technology).
• Manage on-site troubleshooting activities and vendor escalations.
• Maintain network documentation, topology diagrams, and SOPs.
• Create post-incident and RCA reports.
• Participate in capacity planning and continuous improvement initiatives.
• Collaborate with engineering, logistics, and vendors to integrate new technologies.

• TCP/IP
• Routing protocols
• VLANs
• QoS
• Cisco routers, switches, and wireless controllers
• Ruckus routers, switches, and wireless controllers
• Aruba/HP routers, switches, and wireless controllers
• Meraki routers, switches, and wireless controllers
• Cisco ASA firewalls
• Fortinet firewalls
• Watchguard firewalls
• SolarWinds monitoring tool
• PRTG monitoring tool
• Nagios monitoring tool
• Zabbix monitoring tool
• Cosmos monitoring tool
• Wireshark
• tcpdump
• Packet analysis
• VPN
• SD-WAN
• Load balancers
• Wired networking
• Wireless networking
• Property Management Systems (PMS) (preferred)
• Hospitality technology (preferred)

• BA/BSc/HND
• CCNA (preferred)
• CCNP (preferred)
• Ruckus Certified (preferred)
• Aruba Certified (preferred)
• Meraki Certified (preferred)
• CompTIA Network+ (preferred)
• CWNA (preferred)
• Fortinet NSE (preferred)