On-Site Support Engineer

Description

Position Summary: The On-Site Support Engineer ensures continuous, reliable, and secure operation of switches, serving as the primary on-site technical contact. Key Highlights: 1. Immediate on-site support for failures in Cisco and Planet switches. 2. End-to-end management of support tickets and technical diagnostics. 3. Coordination of RMA processes and firmware updates. **On-Site Support Engineer** **Role Objective:** The On-Site Support Engineer is the dedicated primary technical resource assigned to TotalPlay’s facilities. Their mission is to ensure continuous, reliable, and secure operation of the 28 switches covered under the support contract, acting as the first point of on-site technical contact—eliminating any dependency on telephone or remote response for on-site incidents. **Primary Responsibilities** * **On-site support:** Immediate on-site response to failures in Cisco Catalyst 9300, Nexus 9000, and Planet XGS\-6350\-24X4C switches at AJS, QRO, and MTY locations. * **Ticket management:** Creation, management, and tracking of support tickets in the Certa system from initial reporting. * **Technical diagnostics:** Hardware and software diagnostics: log validation, port status, temperature monitoring, hardware error detection, and connectivity analysis. * **Network configuration:** Configuration of VLANs, STP, Port\-Channel, QoS, ACLs, and interface management per instructions from TotalPlay’s team or as part of incident resolution. * **SLA classification:** Classification of incidents as Critical, Major, or Minor according to Certa’s methodology and committed SLA timelines. * **Escalation to N2/N3:** Coordination with Senior Engineer N2 (Leonardo Rodríguez) for cases exceeding their scope—without requiring TotalPlay to manage escalation. * **Biweekly committee:** Active participation in the Biweekly Health Committee: preparation of status reports, attendance, and follow-up on action items. * **Documentation:** Collection of photographic and technical evidence during each intervention to compile the Incident Closure Report. * **RMA process:** Coordination of the RMA process upon confirmation of covered hardware failure: validation with N3 (Ignacio Trujillo), receipt of replacement parts, and physical replacement. * **Updates:** Application of IOS/NX\-OS (Cisco) and Planet firmware updates per formal manufacturer recommendations, with SSH/VPN access enabled by TotalPlay. **Required Knowledge:** **CUSCO Certification** **Cisco Hardware:** Cisco Catalyst 9300\-48T, Nexus 9000 (N9K\-C9504, N9K\-C93180YC\-FX/FX3\), Nexus 5548, Catalyst 3850, Nexus 3048\. Chassis, line card, module, and power supply diagnostics. **Planet Hardware:** Planet XGS\-6350\-24X4C. Web/CLI administration, firmware updates, port diagnostics. **Operating Systems:** Cisco IOS, IOS\-XE, NX\-OS. Advanced CLI usage, configuration backup/restore, boot troubleshooting. **L2 Protocols:** VLANs, 802\.1Q Trunking, STP/RSTP/MST, VTP, Port\-Channel/LACP, LLDP/CDP, QinQ. **L3 Protocols:** OSPF, BGP (conceptual), HSRP/VRRP, static routing, basic VXLAN/EVPN on Nexus 9000\. **Security:** ACLs, Port Security, 802\.1X, DHCP Snooping, Dynamic ARP Inspection, SSH/TACACS\+ access management. **QoS:** Classification, marking, priority queuing, policing, and shaping on Cisco platforms. **Tools:** Wireshark, SolarWinds or similar monitoring tools, Cisco DNA Center (basic), PuTTY, SecureCRT, TFTP/FTP for image transfers. **Remote Connectivity:** SSH, Telnet, site\-to\-site VPN. Configuration and use of remote administration consoles. **Required Experience:** * **General experience:** Minimum 3 years of technical network support experience in enterprise or telecommunications environments (LAN/WAN). * **Production Cisco experience:** At least 2 years of hands-on experience with Cisco switches (Catalyst and/or Nexus) in high-availability production environments. * **SLA management:** Proven experience handling critical incidents under SLA with defined response times. * **RMA processes:** Prior involvement in RMA processes (physical hardware replacement), logistics coordination for spare parts, and post-replacement testing. * **Telco industry:** Familiarity with telecommunications environments (ISP, carrier, operator) is a significant advantage. **Competencies:** · Technical autonomy · Proactivity · Pressure management · Availability Employment type: Full-time Salary: Up to $28,000\.00 per month Work location: On-site employment