MSP Tier 3 Noc 1620

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary monitoring tools such as Cosmos.

• Analyze performance trends, bandwidth usage, latency, packet loss, and other KPIs.

• Maintain monitoring thresholds, alert policies, and SLA metrics.

• Respond to alerts and outages within established SLA timeframes.

• Perform triage, diagnosis, and full incident lifecycle management.

• Conduct root cause analysis and document lessons learned.

• Track recurring issues and recommend preventive measures.

• Act as the primary escalation point for Tier 1 and Tier 2 support teams.

• Escalate complex issues to Tier 4 engineers and specialized teams.

• Coordinate vendor support and facilitate bridge calls during major incidents.

• Manage communication among technical teams, management, and stakeholders.

• Execute firmware updates, patches, and configuration changes.

• Configure routers, switches, firewalls, load balancers, and wireless controllers.

• Implement VLANs, access control policies, and VPN connections.

• Perform change management tasks and maintenance window activities.

• Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks.

• Troubleshoot routing and switching protocols including BGP, OSPF, EIGRP, and STP.

• Analyze traffic using Wireshark and tcpdump.

• Address DNS, DHCP, firewall, NAT, and VoIP issues.

• Support SSID requests, conference room issues, and other special requests.

• Coordinate with field technicians for on-site troubleshooting and dispatches related to:

• PMS troubleshooting and connectivity issues

• WiFi site surveys, coverage analysis, and wireless optimization

• Third-party vendor troubleshooting, including VoIP and conference room technology

• Manage vendor escalations and on-site support coordination.

• Maintain network documentation, topology diagrams, and SOPs.

• Create post-incident reports and RCA documentation.

• Participate in capacity planning and continuous improvement initiatives.

• Collaborate with Engineering, Logistics, Equipment, and third-party vendors as new technologies are integrated into the production network.

SOFTGIC S.A.S.