Support Engineer/Senior Engineer

• Lead 24x7 network monitoring, leveraging NMS tools to ensure seamless server and system operations. • Architect and manage relationships with multiple upstream providers, NTTN, and Internet Exchanges (IX). • Drive the configuration, management, and maintenance of critical network devices, including routers, switches, OLT, and ONU. • Analyze and optimize network performance, rapidly troubleshooting issues such as latency, packet loss, and downtime. • Design and implement BGP, VLAN, PPPoE, NAT, and routing configurations, with expertise in troubleshooting complex network issues. • Deliver technical expertise to support NOC operations, ensuring high-quality service delivery. • Manage and optimize backbone and distribution networks, ensuring maximum efficiency and uptime. • Identify, troubleshoot, and escalate network and system issues, collaborating with cross-functional teams to resolve incidents. • Develop and implement effective incident management processes, including ticketing, follow-up, and resolution. • Provide exceptional customer service, handling calls and issues with professionalism and poise. • Offer on-site technical support as needed, ensuring prompt resolution of critical issues. • Collaborate with field engineers and network teams to coordinate maintenance, upgrades, and repairs. • Maintain accurate logs, reports, and daily status updates, ensuring transparency and visibility. • Develop and maintain comprehensive documentation of the ISP network, including configurations, topology, and performance metrics.