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The WAN Incident Support Technician plays a critical role in ensuring reliable network connectivity across more than 500 locations in the U.S. and Canada.This position supports digital workforce by monitoring WAN health, coordinating service restoration efforts, and collaborating with internal teams and third-party providers.The technician works within our Global IT framework to drive operational excellence, safety, and business continuity across offices, plants, terminals, and field environments.Key ResponsibilitiesContinuously monitor WAN availability, performance, and up/down status across all North American sites.Lead the service restoration process for WAN outages by coordinating with General IT operations, third-party WAN management providers, ISPs, and onsite contacts.Track outage progress, ensure timely updates, and drive incidents to full resolution.Participate in the bi-weekly incident review meetings with WAN management partners and primary ISPs to analyze outages, elevate chronic issues, and improve processes.Technical Support & TroubleshootingApply strong Cisco networking skills to diagnose and resolve WAN-related issues.Work with WAN technologies including Internet, MPLS, ADSL, broadband, fiber, DMVPN, and SD-WAN.Utilize Cisco switch command-line tools for root-cause analysis and troubleshooting.Use enterprise monitoring tools (SolarWinds/Orion, NetFlow)



to identify trends and support incident triage.Service Management & DocumentationUse IT ticketing systems to log, document, and manage incidents in alignment with ITSM standards.Maintain detailed documentation of troubleshooting steps, restoration activities, and resolution summaries.Provide input into developing and improving standard operating procedures.Coordinate across Global IT teams, network operations, vendors, and site leadership during outages.Communicate clearly with both technical and non-technical stakeholders through email, Teams, and phone.Support continuous improvement initiatives by identifying recurring issues and recommending enhancements.QualificationsRequiredExcellent network troubleshooting skills in Cisco environments.Experience working with WAN technologies and service providers (Internet, MPLS, ADSL, broadband, fiber, DMVPN, SD-WAN).Proficiency with Cisco switch CLI for network diagnostics.Experience with WAN monitoring tools such as SolarWinds/Orion and NetFlow.Highly organized, detail-oriented, able to multitask, and able to work well under pressure.Strong communication skills via email, Teams, and phone.PreferredExperience supporting enterprise-scale network operations.Familiarity with ITIL or structured incident management frameworks.#J-*****-Ljbffr

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ad1qd

📌 Wan Incident Support Technician (Bogotá)
🏢 Empresa reconocida
📍 Bogotá