DESCRIPTION

Provide advanced operational support, troubleshooting, administration, and maintenance of enterprise network infrastructure while acting as the escalation point for Level-1 support teams.

REQUIREMENTS

Incident Management

- Resolve escalated network incidents.
- Perform advanced troubleshooting and root cause analysis.
- Coordinate with vendors and engineering teams when required.

Routing & Switching

- Support and troubleshoot enterprise network environments, including:
- OSPF
- EIGRP
- BGP
- VLANs
- STP (Spanning Tree Protocol)
- EtherChannel
- QoS
- Layer 2 and Layer 3 networking

Wireless Support

- Manage and troubleshoot Cisco and Aruba wireless environments, including:
- Wireless controllers
- Access points
- Authentication services
- Connectivity issues

Firewall & Security

- Administer and support:
- Palo Alto firewalls
- Cisco ASA/FTD firewalls
- VPN technologies
- NAT configurations
- High Availability (HA) environments
- Cisco ISE
- Network Access Control (NAC)
- Network security policies

SD-WAN & WAN Operations

- Support enterprise WAN and SD-WAN environments.
- Perform carrier troubleshooting and network optimization activities.

Change Management

- Execute approved network changes, upgrades, deployments, and maintenance activities in accordance with established change management processes.

Monitoring & Performance Management

- Monitor network health and availability.
- Analyze performance trends.
- Proactively identify operational risks and improvement opportunities.

Vendor Coordination

- Work directly with vendors including:
- Cisco TAC
- Palo Alto
- Aruba
- Internet Service Providers (ISPs)
- Other technology partners





Documentation

- Maintain and update:
- Network diagrams
- Standard Operating Procedures (SOPs)
- Knowledge base articles
- Configuration records
- Operational documentation

Collaboration

- Work closely with Service Desk, Infrastructure, Security, and Engineering teams to ensure operational excellence.

Tools & Platforms

- ServiceNow
- Jira
- SolarWinds
- Cisco Prime
- Cisco DNA Center (DNAC)
- NetBrain
- Wireshark
- Network monitoring and management platforms

Required Experience

- Minimum 5 years of experience in enterprise networking, operations, and support environments.
- Experience level is a suggested requirement based on the engineering scope of the role.

Required Technical Skills

- Routing & Switching
- Wireless Networking
- SD-WAN
- Firewall Administration
- Network Security
- VPN Technologies
- Network Monitoring
- Advanced Troubleshooting

Preferred Certifications

- CCNA
- CCNP
- Aruba Wireless Certifications (ACMA, ACMP, ACCP)

Education

- Bachelor's Degree in Computer Science, Information Technology, or a related field.

Key Deliverables

- Maintain network stability and availability.
- Resolve incidents within defined SLAs.
- Successfully execute network changes and upgrades.
- Maintain accurate technical documentation.
- Drive continuous operational improvement.

Core Competencies

- Routing & Switching (OSPF, EIGRP, BGP)
- Cisco & Aruba Wireless
- Palo Alto / Cisco Firewalls
- VPN & Remote Connectivity
- Cisco ISE / NAC
- SD-WAN Operations
- Network Performance & Monitoring
- Major Incident Support
- Change & Release Execution
- Vendor Management & Troubleshooting

📌 Network Support (México)
🏢 Techunting
📍 México