• Troubleshoot, configure, and maintain SD-WAN infrastructure and services. • Monitor network performance, identify bottlenecks, and implement enhancements. • Provide advanced troubleshooting and problem resolution for SD-WAN environments. • Lead network projects, including firmware, patches, vulnerabilities, and documentation. • Serve as the highest point of technical escalation for network issues, particularly those related to SD-WAN and network technologies. • Perform root cause analysis for complex network problems and develop permanent solutions. • Collaborate with Tier 1 and 2 technicians, providing mentorship and guidance. • Provide essential support to voice and data customers, ensuring prompt and effective service delivery. • Assist in managing tickets within support queues, adhering to established processes, SLAs/SLOs/KPIs.

• Provide advanced support for end-users, resolving complex issues beyond basic troubleshooting. • Troubleshoot network-related issues such as connectivity problems, VPN access, and configuration errors. • Handle escalated tickets from lower-level teams and offer mentorship when needed. • Install, configure, and update hardware and software for users. • Diagnose and resolve LAN/WAN issues, including routers, switches, firewalls, and related infrastructure. • Proactively monitor network performance to prevent downtime. • Support and troubleshoot VPN, remote access setups, and security-related configurations. • Take ownership of complex or high-priority incidents and ensure timely resolution. • Document all support activities in the ticketing system with thorough details. • Work alongside network engineers, sysadmins, and IT leadership to support infrastructure. • Mentor junior service desk staff and assist in their technical development.

• Leverage scripting and automation tools to streamline processes and reduce time spent on issues. • Develop and implement automation solutions to reduce failure rates and minimize the level of engineer involvement needed to resolve tickets. • Create tools that enable engineers to solve issues faster and more efficiently. • Implement self-service solutions for clients to address common issues independently. • Develop proforma for each automation initiative to identify potential savings in hours or dollars, the time required to complete the work, and the expected return on investment (ROI). • Maintain and secure a scripting repository. • Create reports to show regular progress on automation initiatives. • Write custom reports for the NOC and Service Desk using tools like Power BI and BrightGauge. • Automate Windows, 3rd party, and Mac patching via tools like Kaseya VSA, Addigy, and Intune. • Manage and update the RMM platform, Kaseya, and the analytics platform, BrightGauge. • Provide automated reports about patch status and endpoint compliance. • Collaborate with other IT teams to ensure seamless integration of automation solutions with existing systems and processes. • Maintain documentation of automation scripts, tools, and procedures. • Provide technical support and guidance to clients and team members regarding automation solutions and best practices.

• Monitor network, server, and application alerts using NOC monitoring tools (e.g., SolarWinds, Nagios, Zabbix, Splunk) • Identify, log, and prioritize incidents and service requests according to established procedures • Perform initial troubleshooting for network, system, and application-related issues • Escalate unresolved issues to NOC Level 2/3 or appropriate engineering teams following escalation protocols • Create, update, and maintain incident tickets with accurate documentation of actions taken • Communicate incident status and resolution updates to stakeholders and end users • Follow standard operating procedures (SOPs), runbooks, and incident management processes • Monitor backup jobs, system health checks, and scheduled maintenance activities • Participate in shift-based work, including nights, weekends, and holidays if required • Contribute to continuous process improvement by identifying recurring issues and knowledge gaps • Create Knowledge base and train L1 Techs • Adhere to KPI provided by the NOC ASM