Description • Receive customer problem escalations from call center and continue with advanced troubleshooting to resolve the issue. • Monitor network alarms and events using NMS platforms. • Create, update, and manage incident tickets. • Perform initial troubleshooting using documented procedures and runbooks. • Escalate issues when resolution is not possible within defined procedures. • Communicate outage and maintenance information to internal teams and customers. • Monitor network health, environmental alarms, and service availability. • Support Technicians in the field with configuration and trouble shooting. • Verify service restoration and close incidents when appropriate. Success Measures • Accurate ticket documentation. • Timely alarm response. • Proper escalation of incidents. • Adherence to operational procedures. Requirements • Basic understanding of IP networking. • Familiarity with routers, switches, wireless, and fiber technologies. • Strong troubleshooting and communication skills. • Ability to follow documented procedures. • Experience with ticketing and monitoring systems preferred. • Willing to work weekends.