Role :- Netops agency support
Location :- Remote, USA
Netops agency support Job Description
Role Overview :-
This requirement is for Agency Office network support, covering incident handling and breakfix services to ensure continuous and timely resolution of network issues.
The role also requires strong communication skills along with the ability to provide reliable operational support
Key Responsibilities
Troubleshoot different network issues across switches, SDWAN,routers, circuits, and devices.
Support and troubleshoot modems and WAN circuits.
Monitor network health using Grafana dashboards and alerts.
Work with core technologies like TCP/IP, STP, VLANs, VTP, EIGRP, OSPF, static routing, and SNMP.
Coordinate with vendors to quickly resolve issues and plan next steps.
Coordinate with agents to ensure timely onsite actions and support activities
WAN link packet loss or performance issues, work with the vendor to identify and resolve the problem.
Troubleshoot Fiber, cable, and LTE modems, and coordinate with the vendor when the device is faulty.
Support and troubleshoot SDWAN solutions like FlexWare and Silver Peak.
Replace faulty hardware and ensure the issue is fixed on time.
Handle the full RMA process from initiation to completion.
Diagnose WAN issues and coordinate with isp when needed.
Provide support for SDWAN deployments and fix related incidents.
Manage and troubleshoot Silver Peak appliances.
Understand voice call flow and SIP signaling for voice issues.
Handle escalations, document fixes, and help improve operations.
Experience
7-12 years experience with good networking background
Required Skills
Communication Skills
Strong listening, verbal, written, and nonverbal communication
Effective questioning and clarification skills
Technical & Knowledge Skills
Strong ability to interpret monitoring tools data and take proactive action
Strong understanding of IP networking fundamentals, including addressing, subnetting, routing, VLANs, STP
Indepth knowledge of TCP/IP, STP, VLAN, VTP, EIGRP, OSPF, static routing, BGP basics, and SNMP.
Strong understanding of SDWAN technology
Handson experience with Aruba, Cisco switching platforms, including configuration and troubleshooting.
Strong understanding of WAN technologies.
Customer Service & Problem Solving
Strong troubleshooting Skill
Ability to resolve increased volumes of incidents and service requests
Capability to restore services quickly and efficiently
Strong interpersonal skills for effective collaboration across teams.
Confidence in handling customer interactions and managing expectations.
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