Frontline Enterprise Service Assurance (ESA) l

Position OverviewAre you a tech-savvy problem solver with a passion for networking? We are looking for a Frontline Enterprise Service Assurance (ESA) Tier 1 Engineer to join our team. In this role, you will provide critical 24x7 Level 1 troubleshooting support for our Managed Enterprise and National customers. You will be the first line of defense, performing real-time diagnostics on physical and logical network components, monitoring network health, and directly engaging with clients and field technicians to keep businesses connected.Key ResponsibilitiesProactive Network Monitoring: Utilize enterprise monitoring tools to identify and address network anomalies before they impact the customer.Omnichannel Support: Handle inbound and outbound communications (calls and chats) with professionalism, performing account and IP validations.Issue Resolution: Diagnose and resolve Tier 1 technical issues across multi-site enterprise environments.Field Collaboration: Work directly with onsite field technicians, installers, and remote support personnel to guide them through physical and logical troubleshooting steps.Workflow Execution: Strictly follow installation validation workflows, ensuring all failed steps are thoroughly investigated before proceeding or escalating.Technical Skills RequiredFoundational Networking: Strong grasp of IP addressing (public vs. private), port speed/duplex awareness, and fundamental Layer 1/2 troubleshooting (power cycling, cable validation, link negotiation).Fortigate Environments: Experience with Fortigate administration, including login troubleshooting, configuration backups, and validating VPN tunnels via GUI and CLI.Meraki Administration: Hands-on experience with Meraki templates, switch profiles, device claiming, firewall swaps, site rebinding, packet captures, and endpoint connectivity.Network Monitoring & Tools: Familiarity with tools like Zabbix (including maintenance mode logic) and circuit inventory/provisioning platforms (e.g., Don River, Blue Planet) to locate fiber circuit and WAN IP details.ISP & Wireless Concepts: Understanding of bridge mode, IP passthrough, local modem access, and basic 4G/5G cellular support (including SIM testing).VoIP Basics: Basic knowledge of voice and VoIP support, including device swaps, decommissioning, and service order lookups.Operational & Behavioral SkillsLogical Troubleshooting: A strong analytical mindset with the ability to isolate issues systematically and take the correct first steps.Attention to Detail: Precision in following strict installation procedures, validating configurations, and executing quality checks.Time Management: Ability to thrive in a fast-paced environment and respond to time-sensitive requests within strict SLA timelines.Sound Judgment: Knowing exactly when to dig deeper into troubleshooting and when to pause and escalate to Tier 2.Strong Communication: Clear, concise communication skills for documenting technical issues and guiding field resources.Preferred QualificationsLanguage: B2+ English proficiency (written and spoken).Experience: Prior experience in a NOC, field support, network deployment, or technical operations role—ideally supporting retail, branch, or distributed site installations.Vendor Expertise: Hands-on familiarity with enterprise firewall, switching, and wireless hardware. Meraki or Fortinet certifications are a major plus!Process-Driven: Proven track record of working successfully within environments governed by strict operational procedures and escalation standards.What We OfferSocial, life and medical insuranceTransportationTo Apply: Please submit your resume detailing your relevant networking and customer support experience.