Network Support Specialist, Tier 2

The Network Support Specialist, Tier 2 is responsible for providing advanced technical support services, resolving network issues, and ensuring high-quality customer experiences. This role requires strong troubleshooting expertise, effective communication, and the ability to manage multiple technical priorities in a customer-focused environment.

Accountabilities

• Deliver advanced remote and occasional on-site network support services to customers.
• Troubleshoot, analyze, and resolve complex network issues across LAN, WAN, wireless, firewall, VPN, and connectivity environments.
• Manage customer tickets, prioritize assignments, and maintain accurate documentation throughout the resolution process.
• Provide clear updates and communication through phone, email, and video interactions with customers.
• Perform network configuration, maintenance, upgrades, and troubleshooting activities across various technologies and vendors.
• Support network improvement initiatives, migrations, and infrastructure projects.
• Identify when escalation is required and collaborate with internal teams to resolve complex technical challenges.
• Maintain detailed documentation of customer environments, configurations, and technical solutions.
• Participate in process improvement initiatives to enhance service quality and operational efficiency.
• Occasionally provide on-call support and assist with customer requirements outside standard workflows.

Requirements

• The ideal candidate is an experienced network professional with strong technical troubleshooting skills and a passion for delivering reliable customer solutions.
• You should have hands-on experience supporting enterprise network environments and the ability to communicate effectively with both technical and non-technical stakeholders.
• 5-7 years of experience working as a Network Engineer or in a similar network support role.
• Strong experience troubleshooting and configuring LANs, WANs, wireless networks, routers, switches, firewalls, VPNs, and access points.
• Solid understanding of networking concepts including DNS, BGP, OSPF, EIGRP, VLANs, QoS, MFA, and remote access technologies.
• Experience with network security principles, capacity planning, maintenance practices, and infrastructure upgrades.
• Hands-on experience with Cisco technologies, including ASA and Meraki; experience with Fortinet and SonicWall is preferred.
• Strong hardware troubleshooting capabilities and knowledge of enterprise network environments.
• Familiarity with cloud networking and virtualization technologies such as Azure and AWS is an asset.
• Experience with MSP environments and tools such as ConnectWise or IT Glue is a plus.
• Cisco CCNA certification required; CCNP certification preferred.
• Excellent written and verbal communication skills with a strong customer service mindset.
• Able to work independently while collaborating effectively within a technical team.

Benefits

• Competitive salary range aligned with experience and technical expertise.
• Comprehensive benefits package including medical, dental, and vision coverage.
• 401(k) plan with employer matching contributions.
• Generous paid time off package including company holidays.
• Fully remote work opportunity with occasional travel requirements.
• Opportunities for professional development, certifications, and technical training.
• Exposure to diverse customer environments and modern networking technologies.
• A collaborative team culture focused on learning, innovation, and career growth.
• Opportunity to work alongside experienced technology professionals on impactful infrastructure projects.