ISP Network Support Engineer

ISP Network Support Engineer to support customer-facing troubleshooting and production network operations within a growing multi-WAN ISP environment, with hands-on experience in ISP, WISP, FTTH, or managed service provider environments and ability to balance customer communication with deep technical execution.

Requirements

• Respond promptly and professionally to customer calls and emails
• Diagnose and resolve issues involving bonded WAN connections, wireless links, VoIP quality, and routing misconfigurations
• Troubleshoot CPE devices, routers, and firewalls in live production environments
• Document troubleshooting steps, root cause analysis, and configuration changes accurately
• Participate in a rotating after-hours emergency support schedule (1 week per month)
• Consult with business clients on connectivity optimization and redundancy strategies when needed
• Monitor and maintain core ISP infrastructure, including wireless backhaul, bonded WAN links, and edge routing devices
• Provision and configure new customer connections (router configuration, VLANs, firewall rules, QoS policies)
• Troubleshoot BGP/OSPF routing issues and link failover events
• Configure and maintain MikroTik and Peplink devices in production
• Support tower deployments, backhaul upgrades, and infrastructure expansion projects
• Assist with firmware upgrades, configuration backups, and network hardening
• Maintain accurate network diagrams, IP addressing documentation, and system records
• Work closely with internal engineering and field teams to resolve complex network issues
• Escalate critical infrastructure issues appropriately while maintaining ownership
• Contribute to improving uptime, redundancy, and network optimization
• Share documentation and operational insights to improve team knowledge

Benefits

• Life insurance
• Health insurance
• Retirement Plan
• Paid vacation days
• Sick leave
• Holidays