Job Description

Job Title:

Network Support Specialist

Position Type:

Full-Time

Working Hours:

US Hours



About Pavago

At Pavago, we are hiring on behalf of one of our clients for a Knock Support role. This position offers a long-term career opportunity where you'll work closely with network engineers to support, maintain, and enhance critical infrastructure. If you have the technical expertise and the drive to grow, this role will provide a pathway to advancement in a fast-paced and rewarding environment.



Responsibilities

Network Monitoring & Incident Response

Monitor alarms, dashboards, and performance metrics to ensure uptime and service quality. Troubleshoot outages and escalate complex issues to senior engineers when necessary. Document incidents, resolutions, and lessons learned to improve response strategies.

Customer & Service Support

Provide first-line technical support for customer-reported issues. Assist with provisioning new services and configuring network equipment. Ensure timely follow-up and resolution to maintain customer satisfaction.

Infrastructure Maintenance & Optimization

Support the company's network infrastructure including Mikrotik, Cisco, wireless technologies, and LTE/5G systems. Perform proactive maintenance to minimize downtime and disruptions. Collaborate with engineers to optimize network performance and reliability.

Collaboration & Reporting

Work alongside Tier 1 and senior network engineers to address escalations. Communicate effectively with internal teams and customers regarding ongoing incidents. Provide input on process improvements and technical documentation.

What Makes You a Strong Candidate

You are a technically sharp professional with experience in network operations or ISP environments. You thrive in high-pressure situations, respond quickly to challenges, and are comfortable working in a 24/7 setting. Your foundation in networking principles (TCP/IP, routing, and firewalls) enables you to troubleshoot effectively and maintain service excellence. You are ambitious, eager to learn, and committed to growing within a long-term career path.



Required Experience & Skills

2+ years of experience in network operations, technical support, or related field. Proficiency with Mikrotik, Cisco, wireless technologies, and LTE/5G systems. Strong understanding of networking fundamentals (TCP/IP, routing, firewalls). Experience in troubleshooting network outages in fast-paced ISP environments. Ability to work under pressure and manage multiple incidents simultaneously. Excellent communication and documentation skills. Bilingual (English/Spanish or Portuguese) is a plus.

What Does a Typical Day Look Like?

Your day will involve monitoring alarms and dashboards, troubleshooting issues, and ensuring smooth operation of the network infrastructure. You'll handle escalations from Tier 1 support, assist customers with service-related concerns, and provision new network services. In addition, you'll support Mikrotik and Cisco systems, wireless technologies, and LTE/5G platforms while working closely with senior engineers to resolve incidents and maintain high service quality.



Interview Process

Initial Phone Call: Engage in a brief conversation to understand your experience and suitability for the role. Video Interview: Delve deeper into your professional background and assess your skills in a 30-minute call. Final Interview: Have a comprehensive discussion with our client to ensure mutual alignment. Background Checks: Conduct swift verification of your references and past employment details

Ready to Apply?

If you are excited to take the next step in your career and contribute to a growing network team, we'd love to hear from you.