Tier 2 Network Engineer, End User Support

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

📋 Description

• Address customer support inquiries via tickets, phone, and email, effectively resolving complex networking challenges.

• Provide troubleshooting and support for switches, routers, firewalls, VPNs, and related network infrastructure in client environments.

• Identify recurring issues, determine root causes, and implement effective solutions to minimize repeat incidents.

• Clearly document resolutions and contribute to knowledge base articles.

• Collaborate with fellow engineers on escalations, internal projects, and network design initiatives.

• Accurately track time, activities, and communications within internal systems.

• Engage in certification training and maintain relevant technical credentials.

• Participate in an on-call rotation, providing support for client needs outside of standard hours when necessary.

⛳️ Requirements

• Strong aptitude for troubleshooting across essential networking technologies and client environments.

• Ability to make independent decisions and progress issues towards resolution with minimal oversight.

• Capacity to manage multiple priorities and adapt rapidly based on ticket severity and customer impact.

• Proficient written communication skills for documentation and customer-facing updates.

• Solid understanding of routing, switching, firewall operations, VPNs, and concepts related to network availability.

• Capability to collaborate effectively while serving as a strong individual technical resource.

• A minimum of 3 years of experience in administering or supporting networking technologies.

• An associate or bachelor's degree in Information Technology or equivalent relevant experience.

• Experience with NAT/PAT, VPN, EIGRP, OSPF, BGP, MPLS/VPLS, Radius, LDAP, 802.1x, Spanning Tree, Port Channels, SD-WAN, QoS, and traffic shaping is highly valued.

• Experience in an MSP or professional services environment is a plus.

• Relevant networking certifications are preferred, including CCNA, NSE4, PCNSA, or Azure/AWS networking certifications.

• Willingness to participate in on-call rotation and support client needs outside of standard hours when required.

🏝️ Benefits

• 100% fully remote work environment.

• Extensive paid time off, including paid holidays and float holidays.

• Highly competitive and flexible medical, dental, and vision benefits plans tailored to your needs.

• 401(k) plan with a generous employer match.

• Customized Life and Disability insurance plans.

• Full reimbursement for approved professional certifications and career development opportunities.

• Monthly stipends for mobile phone plans and internet services.

• On-call support outside standard hours when necessary.