Network Support Specialist, L2

This is a fully remote position, open to applicants in California.

📋 Description

• In the role of a senior member of the Managed Operations Center, the Network Support Specialist, Level 2 will deliver expert-level technical assistance to managed services clients in a 24/7/365 environment.

• Act as an escalation point for complex network issues, such as slow WAN performance, connection interruptions, site-to-site VPN tunnel failures, and conflicts in firewall policies across a diverse managed services portfolio.

• Troubleshoot and resolve problems across LAN/WAN, SD-WAN (Aryaka), routing, switching, VPN, firewall, and VoIP infrastructure that caters to mid-market and enterprise-scale environments.

• Diagnose and rectify issues on Cisco Firepower Firewalls, Cisco Nexus and Catalyst Switches, and other networking devices, utilizing extensive platform knowledge to reduce client downtime.

• Oversee client remote access and BYOD initiatives, including Always-On VPN and IPSEC VPN services, ensuring alignment with client security policies and MOC standards.

• Consistently achieve or surpass departmental KPIs – such as ticket response and resolution times, customer satisfaction (CSAT) scores, and SLA compliance rates – in alignment with MOC performance standards.

• Execute T&M billable network project tasks that include: updating and optimizing firewall configurations (Cisco Firepower); implementing new routing, DHCP, and DMZ configurations; deploying IPSEC and Always-On VPN services; and configuring Azure Virtual Network Gateways and related Azure networking components.

• Collaborate with client Points of Contact and internal Managed Solution Networking/Security teams to scope, plan, and fulfill project deliverables within agreed timelines and SLAs.

• Thoroughly document all project work, configuration changes, and outcomes in ConnectWise in accordance with company standards.

• Safeguard client networks by implementing and enforcing security protocols in cooperation with client stakeholders and the Managed Solution Networking/Security team.

• Monitor client environments for suspicious activities and threats; respond promptly to security alerts and incidents according to company standards.

• Proactively apply security patches and coordinate with the Backup/Disaster Recovery team to ensure continuity and security across client environments.

• Assist in tuning and expanding network monitoring alerts (LogicMonitor, Perch, SentinelOne) to enhance client uptime and environment stability.

• Provide proactive and clear communication to clients and internal teams concerning network incidents, outages, and scheduled maintenance.

• Liaise with third-party client vendors to identify root causes and coordinate resolutions for outages and other externally-related issues.

• Document client communications, network/system configurations, and resolution efforts in ConnectWise in accordance with company standards.

• Mentor and train L1 and junior team members on network tools, security policies, and best practices for incident response.

• Participate in an on-call rotation for occasional after-hours emergency support.

• Adhere to client SLAs and team performance objectives; prioritize, resolve, and/or escalate issues in accordance with company policy.

• Comply with all company policies and procedures.

⛳️ Requirements

• An Associate’s or Bachelor’s degree in Computer Science or a related field, along with 3+ years of advanced troubleshooting experience in networking, server/OS, desktop, and/or virtualization environments.

• Equivalent combinations of education and experience will be taken into account.

• Prior experience in a multi-client Managed Services and/or Managed Security Operations Center (MSOC/NOC) helpdesk setting is strongly preferred.

• Demonstrated hands-on experience in mid-market or enterprise-scale network environments (500+ seat organizations or multi-site complexity).

• Proven capability to manage and prioritize multiple client issues concurrently in a fast-paced, SLA-driven environment.

• Strong organizational and problem-solving skills with a track record of ownership and accountability.

• Excellent oral and written English communication skills, with the ability to articulate technical concepts clearly to non-technical stakeholders.

• Demonstrated integrity and the ability to maintain strict client confidentiality.

• An outgoing, enthusiastic approach to customer service with a commitment to providing exceptional support to both internal and external stakeholders.

🏝️ Benefits

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+

• 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days

• Holidays – Managed Solution celebrates 7 paid holidays each year plus 1 Floating Holiday per Year… and 2 after 5 Years of Service!

• Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs)

• Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7

• $100K Life/AD&D policy provided for all employees, free of charge!

• Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!

• $80/Month Cell Phone + Internet Reimbursement