Direct, decisive customer support: Serve as the technical entry point for ISP customers, diagnosing and resolving issues without the need for basic escalation.
Keep customers informed about the status of critical incidents in a clear, empathetic and professional manner.
Network troubleshooting: Identify and resolve connectivity failures, latency issues and packet loss in transport and IP transit environments.
Routing configuration and adjustments: Perform maintenance and tuning of BGP and OSPF protocols, and configure VLANs, QinQ and tunnels.

Experience: Specialized support for service providers or operators (ISP/Telco).
Routing protocols: Practical experience configuring and troubleshooting BGP and OSPF sessions.
Networks and infrastructure: Proficiency in IPv4 and IPv6 addressing, VLANs and Layer 2 protocols.
Transport environments: Familiarity with MPLS and QinQ to understand data flow to the customer.
Interpersonal communication: Strong technical skills and empathy for direct customer interaction.
Education: Bachelor’s degree or Technologist in Computer Networks, Telecommunications/Network Engineering, Computer Science or related IT fields.
Technical training: Completed technical course in Telecommunications, Electronics or IT with hands-on experience in the field.
Industry certifications: Cisco (CCNA/CCNP), Huawei (HCIA/HCIP), MikroTik (MTCNA/MTCRE) or Juniper (JNCIA).

Mid-level Network Incident Analyst

Key skills