Job Summary: Provide first-level technical support for resolving incidents related to illuminated fiber services and network elements, with proactive monitoring. Key Highlights: 1. Proactive network monitoring and incident management. 2. Basic diagnosis and Level 1 technical issue resolution. 3. Communication with users and customers, ensuring SLA compliance. **JOB OBJECTIVE:** * The incumbent serves as first-level technical support responsible for tracking, resolving, and closing incidents affecting illuminated fiber services and/or network elements—whether local or remote—within Neutral Networks’ infrastructure. **RESPONSIBILITIES:** 1\. Proactive Network Monitoring: Monitor dashboards of tools such as Nagios, Zabbix, SolarWinds, PRTG, etc. (we use PRTG). Monitor link status. Identify and alert on traffic spikes, high CPU/memory utilization on devices, or link failures. 2\. Ticket/Incident Management: Receive fault reports via phone or email. Create tickets in the ticketing system. Classify and prioritize incidents based on impact and urgency (using SLA matrices). Perform initial diagnostics and document all relevant information. 3\. Basic Diagnosis and Level 1 Resolution: Conduct basic connectivity tests (ping, traceroute/tracert). Verify port status on switches (basic “show interface status”). Check basic device configurations (IPs, access VLANs). Restart remote services or equipment (when protocolized and authorized). Verify access credentials and configurations. Assist in resolving end-user issues. 4\. Process-Based Escalation: If an issue exceeds your expertise, resolution time, or requires higher access privileges, escalate it to the next-level team. Document all steps taken and hand over the ticket with complete information to expedite resolution by the next level. 5\. Documentation and SLA Compliance: Maintain up-to-date records of incidents, resolutions, and procedures. Update ticket statuses in real time. Ensure adherence to Service Level Agreement (SLA) objectives for response and resolution times. 6\. Operational and Routine Maintenance Tasks: Execute pre-approved, low-risk changes (e.g., configuration backups, minor firmware updates, adding ports to standard VLANs). Perform basic post-change verification tests. Assist in implementing new sites or equipment under supervision. Manage and rotate basic access passwords per policy. 7\. User and Customer Communication: Notify internal users or external customers about major incidents (outages). Provide status updates on open tickets. Close tickets upon confirmation from the user that the issue has been resolved. Required Technical Skills (Basic–Solid Level): Networking: Solid understanding of the TCP/IP model, subnetting, VLANs, DHCP, DNS, static routing. Tools: Basic CLI/console usage (especially Cisco/Juniper), monitoring tools, ticketing systems. Diagnostics: Proficiency with ping, traceroute, nslookup, ipconfig, basic netstat. Operating Systems: Basic knowledge of Windows Server and Linux (for verifying network services). Basic Security: Concepts of firewalls, VPNs (IPsec, SSL). Critical Soft Skills: Clear and effective communication (both technical and non-technical). Logical and analytical thinking for problem solving. Stress management and ability to work under pressure during critical incidents. Customer service orientation. Teamwork and adherence to procedures. Employment Type: Full-time Salary: $19,000.00 – $22,000.00 per month Work Location: On-site