Key Responsibilities
Operational Support & Troubleshooting
• Troubleshoot and restore:
o Cisco Meraki
o Fortinet (FortiGate)
o Cradlepoint
o Palo Alto Prisma SD-WAN
• Diagnose and resolve site outages (Meraki, Fortinet, Prisma SD-WAN), including:
o WAN connectivity issues
o Device-level failures
o Configuration-related problems
• Troubleshoot routing, firewall policy, and SD-WAN policy issues and Cellular Connectivity Issues
• Support and resolve SD-WAN failover and performance issues
• Diagnose and resolve cellular connectivity issues:
o Cradlepoint, Fortinet, Meraki
o APN configuration and carrier-related issues
• Engage and coordinate with U.S.-based ISPs and carriers to troubleshoot connectivity issues:
o Open and manage provider support tickets
o Perform joint troubleshooting (circuit testing, handoff validation)
o Drive issues through resolution and confirm service restoration Implementation & Project Support
• Execute network cutovers during deployments
• Provide remote engineering support for field technicians:
o Guide installations using standard deployment procedures
o Validate configurations and ensure successful site turn-up
• Implement firewall rule changes based on approved requests, following industry best practices
• Support same-day service requests and deployment activities NOC / Engineering Support
• Work ENG/NOC tickets and resolve issues end-to-end where within scope
• Operate in a parallel support model alongside U.S.-based engineers
• Troubleshoot and resolve issues independently within defined scope, escalating complex or design-related issues appropriately Workload & Availability Expectations
• Actively manage and work assigned tickets and tasks throughout the entire shift
• Proactively engage in:
o Ticket queues
o Documentation updates
o Monitoring and operational tasks when ticket volume is low
• Maintain continuous availability during scheduled hours for:
o Real-time troubleshooting
o Collaboration with U.S.-based engineers
o Field technician and client support
Required Technical Skills & Experience Core Requirements
• 3–5 years of hands-on experience in network engineering or network support roles
• Strong experience in:
o Cisco Meraki
o Fortinet (FortiGate / SD-WAN)
o Cradlepoint / Cellular Connectivity
• Experience providing remote technical support to field technicians, including guiding installations and validating deployments
• Solid understanding of:
o VLANs and switching concepts
o Routing fundamentals
o VPN technologies (site-to-site, IPsec)
o Firewall policy management
o SD-WAN concepts and troubleshooting Key Technical Capabilities
Candidates must be able to independently:
• Troubleshoot VPN connectivity issues
• Diagnose site outages across WAN, device, and configuration layers
• Implement and validate firewall rule changes
• Analyze routing and policy-related issues
• Support SD-WAN failover scenarios
• Execute deployment cutovers with minimal supervision
• Interface with ISPs/carriers to troubleshoot WAN and circuit issues
Certifications (Required / Preferred)
• Cisco Meraki certifications (support/associate level) – Required
• Fortinet certifications (e.g., NSE4 or equivalent) – Required
• CompTIA Network+ or equivalent foundational certification – Preferred
• CCNA-level knowledge (certification preferred but not required if experience is strong)