Network Support Specialist, Tier 2

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

📋 Description

• Ensure customer satisfaction by providing exceptional support services.

• Enhance productivity while managing customer tickets and projects.

• Skillfully prioritize tasks based on ticket and project status.

• Troubleshoot network issues and resolve them, escalating when necessary.

• Oversee ticket quality control and effective ticket management.

• Deliver customer service through phone, video, and email communications.

• Occasionally visit nearby clients (less than 5% of the time).

• Be part of an on-call rotation as required.

• Engage in initiatives aimed at process improvement.

• Produce documentation for customer environments.

⛳️ Requirements

• 5-7 years of experience in a Network Engineer role.

• Proficient in troubleshooting, analyzing, and configuring LANs, WANs, and wireless networks, including routers, switches, firewalls, VPNs, and access points across various models and vendors.

• Demonstrated experience in network capacity planning, understanding network security principles, and adhering to best maintenance practices.

• Involved in the planning and implementation of hardware and firmware upgrades for both new and existing equipment.

• Possess a solid technical knowledge of current network hardware, protocols, and internet standards, including routers, switches (layer 2/3), firewalls, remote access, MFA, DNS, BGP, OSPF, EIGRP, VLAN, and QoS.

• Strong expertise with Cisco (ASA and Meraki), Fortinet, and SonicWall.

• Exceptional experience in hardware troubleshooting.

• Basic understanding of the relationship between network and cybersecurity principles and practices.

🏝️ Benefits

• Comprehensive benefits package

• Medical coverage

• Dental insurance

• Vision benefits

• 401K matching

• 28 PTO days including company holidays