Full-Time Managed Services Engineer – Tier 3

• Provide Tier 3 support for diverse network environments including Cisco, Fortinet, Palo Alto, ADTRAN, Juniper, Meraki, and HP/Dell switches
• Troubleshoot advanced routing protocols: OSPF, EIGRP, BGP, MPLS, DMVPN
• Support SD-WAN platforms (Cisco Viptela, Ecessa, Vergx) and wireless LAN controllers
• Configure and troubleshoot voice services: SIP, PRI, Hosted PBX, TDM/IP interworking, Fax over IP
• Collaborate with field techs and ISPs to resolve complex issues
• Perform root cause analysis and implement long-term solutions
• Analyze SIP traffic using Wireshark and other diagnostic tools
• Maintain documentation and ensure SLA compliance
• Design and implement network security solutions, including firewalls, VPNs, and intrusion detection/prevention systems
• Develop and execute network migration plans for large-scale infrastructure upgrades
• Conduct performance tuning and capacity planning for enterprise networks
• Mentor and provide technical guidance to Tier 1 and Tier 2 support teams
• Participate in on-call rotation to provide 24/7 support for critical issues
• Contribute to the development of best practices and standard operating procedures
• Evaluate and recommend new technologies to improve network performance and reliability

• Degree in Telecommunications Engineering or related field
• Certifications such as CCNA, Fortinet NSE 4, Cisco Meraki Specialist, ADTRAN ATSP/ATSA
• 5+ years of experience in Tier 2/3 network and voice support roles
• Strong understanding of TCP/IP, routing protocols, and network topologies
• Experience with Microsoft platforms (Exchange, Office 365, Active Directory) and virtualization (VMware, Hyper-V)
• Fluent in English; Spanish is a plus

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