Provide Tier 3 support for diverse network environments including Cisco, Fortinet, Palo Alto, ADTRAN, Juniper, Meraki, and HP/Dell switches
Troubleshoot advanced routing protocols: OSPF, EIGRP, BGP, MPLS, DMVPN
Support SD-WAN platforms (Cisco Viptela, Ecessa, Vergx) and wireless LAN controllers
Configure and troubleshoot voice services: SIP, PRI, Hosted PBX, TDM/IP interworking, Fax over IP
Collaborate with field techs and ISPs to resolve complex issues
Perform root cause analysis and implement long-term solutions
Analyze SIP traffic using Wireshark and other diagnostic tools
Maintain documentation and ensure SLA compliance
Design and implement network security solutions, including firewalls, VPNs, and intrusion detection/prevention systems
Develop and execute network migration plans for large-scale infrastructure upgrades
Conduct performance tuning and capacity planning for enterprise networks
Mentor and provide technical guidance to Tier 1 and Tier 2 support teams
Participate in on-call rotation to provide 24/7 support for critical issues
Contribute to the development of best practices and standard operating procedures
Evaluate and recommend new technologies to improve network performance and reliability

Degree in Telecommunications Engineering or related field
Certifications such as CCNA, Fortinet NSE 4, Cisco Meraki Specialist, ADTRAN ATSP/ATSA
5+ years of experience in Tier 2/3 network and voice support roles
Strong understanding of TCP/IP, routing protocols, and network topologies
Experience with Microsoft platforms (Exchange, Office 365, Active Directory) and virtualization (VMware, Hyper-V)
Fluent in English; Spanish is a plus

Managed Services Engineer – Tier 3 – Telecom

Key skills