Network Support Specialist, L2

About the role

We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

Responsibilities

• Serve as an escalation point for advanced network issues, including slow WAN performance, connection drops, site-to-site VPN tunnel failures, and firewall policy conflicts across a multi-client managed services portfolio.
• Troubleshoot and resolve issues across LAN/WAN, SD-WAN (Aryaka), routing, switching, VPN, firewall, and VoIP infrastructure spanning mid-market and enterprise-scale environments.
• Diagnose and resolve issues on Cisco Firepower Firewalls, Cisco Nexus and Catalyst Switches, and other network devices, leveraging deep platform knowledge to minimize client downtime.
• Manage client remote access and BYOD initiatives, including Always-On VPN and IPSEC VPN services, in alignment with client security policies and MOC standards.
• Execute T&M billable network project tasks including: updating and optimizing firewall configurations (Cisco Firepower); implementing net-new routing, DHCP, and DMZ configurations; deploying IPSEC and Always-On VPN services; and configuring Azure Virtual Network Gateways and related Azure networking components.
• Coordinate with client Points of Contact and internal Managed Solution Networking/Security teams to scope, plan, and complete project deliverables within agreed timelines and SLAs.
• Secure client networks by implementing and enforcing security protocols in coordination with client stakeholders and the Managed Solution Networking/Security team.
• Monitor client environments for suspicious activity and threats; respond quickly to security alerts and incidents per company standards.
• Proactively implement 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 maximize client uptime and environment stability.
• Provide proactive, clear communication to clients and internal teams regarding network incidents, outages, and scheduled maintenances.
• Maintain a high degree of professionalism, confidentiality, and integrity when accessing client systems and supporting mission-critical environments.
• Mentor and train L1 and junior team members on network tools, security policies, and incident response best practices.
• Participate in an on-call rotation for occasional after-hours emergency support.
• Prioritize, resolve, and/or escalate issues per company policy.

Qualifications

• Associate’s or Bachelor’s degree in Computer Science or a related field, plus 3+ years of advanced troubleshooting experience in networking, server/OS, desktop, and/or virtualization environments.
• Previous experience in a multi-client Managed Services and/or Managed Security Operations Center (MSOC/NOC) helpdesk environment strongly preferred.
• Demonstrated hands-on experience in mid-market or enterprise-scale network environments (500+ seat organizations or multi-site complexity).
• Proven ability to manage and prioritize multiple client issues simultaneously in a fast-paced, SLA-driven environment.
• Strong organizational and problem-solving skills with a demonstrated history of ownership and accountability.
• Excellent oral and written English communication skills, with the ability to convey technical concepts clearly to non-technical stakeholders.
• Demonstrated integrity and ability to maintain strict client confidentiality.
• Outgoing, enthusiastic approach to customer service with a drive to deliver exceptional support to both internal and external stakeholders.
• Technical Skills/Competencies: Networking Platforms (Cisco Firepower Firewalls, Cisco Nexus and Catalyst Switches, Aryaka SD-WAN, VPN Services, LAN/WAN administration, Microsoft Azure, VMware, Hyper-V, LogicMonitor, Perch, SentinelOne).
• Security & Monitoring Tools: Network Monitoring & Endpoint Management (LogicMonitor, Perch, SentinelOne).
• Additional experience with Azure or other public/private cloud environments (AWS, GCP) is a plus.
• Strong proficiency in Microsoft 365 administration and troubleshooting.
• Expert-level Windows troubleshooting (desktop and server OS); Microsoft Exchange and Active Directory proficiency.
• Ticketing system experience required; ConnectWise strongly preferred.
• Apple/macOS/iOS or Linux proficiency is a plus.
• Cisco: CCNA, CCNP, or Cisco Meraki Solutions Specialist; Fortinet: NSE 5 or higher; Microsoft: Azure Administrator (AZ-104) or equivalent; Aryaka or SD-WAN vendor certifications a plus.