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.

• Resolve complex networking challenges within client environments.

• Troubleshoot and provide support for switches, routers, firewalls, VPNs, and associated network infrastructure.

• Identify recurring issues, ascertain root causes, and implement effective solutions.

• Document resolutions and contribute to the knowledge base.

• Collaborate with engineers on escalated issues, internal projects, and network design initiatives.

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

• Engage in certification training and maintain relevant technical qualifications.

• Participate in an on-call rotation to assist client needs outside of standard hours as necessary.

⛳️ Requirements

• Proficient troubleshooting skills in core networking technologies and client environments.

• Ability to make independent decisions and drive issues toward resolution with minimal supervision.

• Capable of managing multiple priorities and adapting quickly based on ticket severity and customer impact.

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

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

• Effective collaboration skills while also serving as a strong individual technical resource.

• Must possess extensive knowledge of Palo Alto technologies.

• At least 3 years of experience in administering or supporting networking technologies.

• Associate or bachelor’s degree in information technology or equivalent relevant experience.

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

• Experience in MSP or professional services is advantageous.

• Preferred networking certifications include CCNA, NSE4, PCNSA, or Azure/AWS networking certifications.

🏝️ Benefits

• Comprehensive paid time off including holidays and additional float holidays.

• Highly competitive and flexible medical, dental, and vision benefit plans.

• 401(k) plan with generous employer matching.

• Customized Life and Disability insurance options.

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

• Monthly stipends for mobile phone plans and internet services.

• Opportunities to participate in certification training.

• On-call support required outside of standard hours when needed.