Network Operations Specialist
2 semanas atrás
As a key member of our team, you will play a vital role in delivering exceptional network support to our clients worldwide.
Key Responsibilities:- Serve as the primary point of contact for handling client-reported issues, ensuring efficient communication and timely resolution.
- Monitor and follow up on escalated issues, guaranteeing satisfactory outcomes for all involved parties.
- Document all client interactions, technical findings, and resolutions in our ticketing system to ensure accurate case history and knowledge sharing.
- Perform comprehensive testing to replicate and analyze client-reported issues and validate potential fixes.
- Create custom configurations and setups to address specific client needs, documenting implementation and testing results for validation.
- Assist clients in configuring and optimizing their network deployments, providing tailored advice to meet their specific networking requirements.
- Conduct initial debugging and troubleshooting, utilizing industry-standard tools such as tcpdump, Wireshark, and system logs to identify root causes of issues.
- Develop simple scripts, patches, or configurations as required to resolve client-reported issues or support client-specific use cases.
- Collaborate with internal teams, including developers and network engineers, to facilitate the resolution of complex or escalated issues.
- Conduct thorough root cause analysis for critical incidents reported by clients, delivering detailed reports to internal stakeholders for resolution or improvement.
- Provide structured feedback to internal teams on recurring client issues, suggesting improvements in features or usability.
- Maintain a comprehensive support knowledge base, including troubleshooting guides, known issues, and best practices for resolving common problems.
- Test and validate feature updates, bug fixes, or patches before delivering them to clients to ensure they meet client-specific requirements.
- Propose enhancements to support workflows, tools, and processes to streamline ticket handling and improve client satisfaction.
The ideal candidate will possess strong knowledge of Linux-based OS administration, experience with scripting languages (Bash, Python), and hands-on expertise with network protocols (TCP/IP, BGP, OSPF) and cloud technologies (AWS, Azure, GCP).
Requirements:- 3+ years of experience in network support, technical support, or a similar role.
- Previous experience working with open-source networking solutions is highly desirable.
- Experience in diagnosing and resolving complex network issues in production environments.
- Exposure to cloud networking and virtualization technologies is a significant advantage.
- Fully Remote Work: This 100% remote position allows you to work from anywhere.
- Flexible Work Schedule: We offer a flexible work schedule that enables you to manage your time while ensuring effective collaboration across our globally distributed teams.
- Time Tracking: Employees are required to use time tracker software to monitor working hours and productivity.
- Vacation: Enjoy 20 days of annual paid vacation.
- National Holidays: You are entitled to up to 10 days of paid leave for recognized national holidays.
- Sick Leave: Provided in accordance with company policy.
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