Network Support Technician (Level II)
OneCloud · Charlotte, NC · 1 mo ago
Information TechnologyFull-time
We need to output HTML fragment with sections only when content exists. Use for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to map content.
Job posting includes: Job Type Full-time, Description, JOB SUMMARY (we can treat as About the role). Duties And Responsibilities (Responsibilities). Requirements (maybe includes Qualifications, Education And Experience, Physical Experience). There's also "Requirements" heading then subheadings: QUALIFICATIONS, Education And Experience, Physical Experience. Also there is "Skills" maybe implied but not separate. Benefits, Pay, Schedule not present, so we should not include those sections.
We must not repeat job title as heading. No Job ID etc. Remove boilerplate: cookie/navigation/legal/EEO etc none present. Remove application instructions: "apply today" maybe part of summary but it's an application instruction? The instruction says remove application instructions. The sentence "If you're ready to take your networking know-how to the next level, we'd love to hear from you, apply today." That's an application instruction; we should remove that sentence. Also "apply today" appears. So we need to strip that.
We need to preserve all substantive info. So we keep everything else.
We need to format with
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to map content.
Job posting includes: Job Type Full-time, Description, JOB SUMMARY (we can treat as About the role). Duties And Responsibilities (Responsibilities). Requirements (maybe includes Qualifications, Education And Experience, Physical Experience). There's also "Requirements" heading then subheadings: QUALIFICATIONS, Education And Experience, Physical Experience. Also there is "Skills" maybe implied but not separate. Benefits, Pay, Schedule not present, so we should not include those sections.
We must not repeat job title as heading. No Job ID etc. Remove boilerplate: cookie/navigation/legal/EEO etc none present. Remove application instructions: "apply today" maybe part of summary but it's an application instruction? The instruction says remove application instructions. The sentence "If you're ready to take your networking know-how to the next level, we'd love to hear from you, apply today." That's an application instruction; we should remove that sentence. Also "apply today" appears. So we need to strip that.
We need to preserve all substantive info. So we keep everything else.
We need to format with headings and - for any list of duties/requirements/benefits. The duties are a long paragraph with many sentences separated by periods; we could split into list items each duty. The posting uses semicolons and periods. We should create list items for each duty. Similarly for requirements: list items.
We need to decide how to split. Probably each sentence or clause separated by semicolons or periods. Let's extract duties from "Duties And Responsibilities" paragraph.
Original duties text:
"Provide advanced remote and on-site support for VoIP systems, network infrastructure, and desktop applications via phone, email, and chat.Diagnose and resolve network-layer issues affecting voice quality (QoS/traffic prioritization, jitter, latency, packet loss, DNS/DHCP, VLANs, NAT, SIP ALG); troubleshoot and configure firewalls, routers, switches, and managed network gear.Use packet capture and diagnostic tools (Wireshark, VoIPmonitor, PingPlotter, syslogs) to isolate root cause and document findings before applying a fix.Assess customer network environments and assist in positioning and deploying managed network solutions such as Peplink and UniFi.Resolve issues escalated from Level I Support and Field Technicians, including hardware and software diagnostics; escalate unresolved cases to the appropriate support level.Assess, prioritize, and monitor tickets of moderate complexity, owning each through resolution in line with KPI and SLA standards.Administer and program VoIP phone systems and network configurations.Perform structured cabling work as needed — installation, tracing, testing, and terminating CAT 5E/6/6E and coaxial cable.Participate in design and planning meetings for telephone and data systems with Engineering, end users, and external partners to gather requirements and meet project timelines.Handle a broad range of support requests, including network troubleshooting/configuration, phone system programming, hardware/software diagnostics, mobile app assistance, basic Windows support, password resets, and referrals to sales for upsell opportunities.Manage clients in CRM/service software and maintain logs, time records, and documentation of hardware, networks, and equipment.Participate in training, mentorship, and cross-training to build team expertise, and contribute to internal knowledge base articles on repair, installation, and troubleshooting best practices.Communicate proactively with leadership and clients on emerging issues, trends, and opportunities to improve support operations; complete required performance self-assessments.Coordinate with clients to schedule troubleshooting sessions; perform additional duties as assigned by leadership.Other duties as assigned by leadership"
We need to remove "Other duties as assigned by leadership" maybe it's generic but it's still content; we can keep as a duty.
We'll split by periods and semicolons. Let's create list items:
1. Provide advanced remote and on-site support for VoIP systems, network infrastructure, and desktop applications via phone, email, and chat.
2. Diagnose and resolve network-layer issues affecting voice quality (QoS/traffic prioritization, jitter, latency, packet loss, DNS/DHCP, VLANs, NAT, SIP ALG); troubleshoot and configure firewalls, routers, switches, and managed network gear.
3. Use packet capture and diagnostic tools (Wireshark, VoIPmonitor, PingPlotter, syslogs) to isolate root cause and document findings before applying a fix.
4. Assess customer network environments and assist in positioning and deploying managed network solutions such as Peplink and UniFi.
5. Resolve issues escalated from Level I Support and Field Technicians, including hardware and software diagnostics; escalate unresolved cases to the appropriate support level.
6. Assess, prioritize, and monitor tickets of moderate complexity, owning each through resolution in line with KPI and SLA standards.
7. Administer and program VoIP phone systems and network configurations.
8. Perform structured cabling work as needed — installation, tracing, testing, and terminating CAT 5E/6/6E and coaxial cable.
9. Participate in design and planning meetings for telephone and data systems with Engineering, end users, and external partners to gather requirements and meet project timelines.
10. Handle a broad range of support requests, including network troubleshooting/configuration, phone system programming, hardware/software diagnostics, mobile app assistance, basic Windows support, password resets, and referrals to sales for upsell opportunities.
11. Manage clients in CRM/service software and maintain logs, time records, and documentation of hardware, networks, and equipment.
12. Participate in training, mentorship, and cross-training to build team expertise, and contribute to internal knowledge base articles on repair, installation, and troubleshooting best practices.
13. Communicate proactively with leadership and clients on emerging issues, trends, and opportunities to improve support operations; complete required performance self-assessments.
14. Coordinate with clients to schedule troubleshooting sessions; perform additional duties as assigned by leadership.
15. Other duties as assigned by leadership.
Now Requirements section: It includes "QUALIFICATIONS", "Education And Experience", "Physical Experience". We'll combine under Requirements heading? The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we could have separate headings for Qualifications, Education And Experience, Physical Experience. But they said prefer a few substantive sections over many thin ones. However we have distinct content; we could keep Requirements as a heading and inside have subheadings? But they only allow those specific headings; we could use Qualifications, Education And Experience, Physical Experience as separate headings if they have content. Let's see if each has substantive content.
QUALIFICATIONS bullet list: "Strong networking fundamentals (TCP/IP, routing/switching, VLANs, DNS, DHCP, NAT, QoS) with hands-on firewall and edge-device troubleshooting experience.Comfort reading and interpreting packet captures and network diagnostics, with the discipline to capture evidence before applying a fix.Strong analytical and problem-solving skills and the capacity to acquire new skills quickly.Experience with CRM, reporting, and ticketing systems (Salesforce, Zoho, etc.), including building targeted reports and analytics on an ad hoc basis.Excellent verbal and written communication, organizational, time management, and interpersonal skills.Highly motivated self-starter able to lead initiatives and collaborate within a team in a fast-paced, deadline-driven environment.Must be willing to commute and work in the Charlotte area; must be 21 years of age with a valid driver’s license and clean driving record."
Education And Experience: "Associate’s or bachelor’s degree or certification in IT, Computer Science, or a related field, or equivalent practical experience, with demonstrated network support/administration experience (routers, switches, firewalls).CompTIA Network+ required (Level II qualifying certification); Security+, Fortinet (FCA/FCP), Netgate pfSense+, or Peplink certifications preferred.Telecom industry experience preferred, particularly IP telephony, networking, and desktop support; familiarity with VoIP technologies (SIP, RTP, codecs, Avaya IP Office, 3CX) and managed network/SD-WAN platforms (Peplink InControl, UniFi) preferred.Experience with paging systems and related hardware; proficient in cabling installation, tracing, testing, and terminating CAT 5E/6/6E and coaxial cable; understanding of analog telephony (Tip and Ring) troubleshooting.Previous customer service experience required.Completion of required Field Support Training and Support Technician Level II qualifying training/certification (CompTIA Network+, NS LMS Admin, 3CX Advanced, MS700), or equivalent experience."
Physical Experience: "Prolonged periods of sitting or standing at a desk and working on computers.Must be able to lift 50 pounds at times.May be required to work on-call or long hours in the event of a network malfunction.This is not a remote position and may require travel to and from customer sites."
We should not include generic statements like "This is not a remote position" maybe it's substantive. Keep.
We need to output as HTML fragment. Use
for each section heading. Use - for lists. For prose, use
. For Education And Experience and Physical Experience we could also use
- as they are list-like. But they are sentences separated by periods. Could treat as list items.
Better to keep each as
- . For Qualifications also list.
Thus sections:
About the role
... (job summary without "apply today")
Responsibilities
...
Qualifications
...
Education and Experience
...
Physical Experience
...
We should not include Benefits, Pay, Schedule.
Now we need to ensure we removed "apply today". Also remove "Job Type Full-time Description". The job type maybe not needed; but it's substantive? It's metadata; we could include in About the role paragraph maybe. The instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short or drop it. Job Type Full-time is minor metadata; we could include in About the role paragraph as a sentence: "Job Type: Full-time." Or we could drop it. Probably better to include as part of About the role: "Job Type: Full-time." But we need to preserve all substantive information; job type is substantive. So include.
Thus About the role paragraph: "Job Type: Full-time. As a Network Support Technician (Level II), you'll support OneCloud customers across phone, email, and chat, providing advanced troubleshooting for VoIP systems, data networks, and desktop applications. You'll go beyond the phone call to work the network layer voice depends on routing and switching, firewalls, QoS, DNS/DHCP, and packet-level diagnostics, isolating issues and proving root cause with real evidence. The role blends remote support with on-site visits, including travel to customer locations for assessing and deploying managed network solutions, giving you the chance to deepen your expertise across telephony, networking, and managed services while sharpening your customer service skills. If you're ready to take your networking know-how to the next level, we'd love to hear from you." Wait we removed "apply today". Keep the rest.
Now ensure no duplicate lines.
Now produce HTML.
Let's craft list items for Qualifications: each sentence separated by period. Let's split:
- Strong networking fundamentals (TCP/IP, routing/switching, VLANs, DNS, DHCP, NAT, QoS) with hands-on firewall and edge-device troubleshooting experience.
- Comfort reading and interpreting packet captures and network diagnostics, with the discipline to capture evidence before applying a fix.
- for any list of duties/requirements/benefits. The duties are a long paragraph with many sentences separated by periods; we could split into list items each duty. The posting uses semicolons and periods. We should create list items for each duty. Similarly for requirements: list items.
We need to decide how to split. Probably each sentence or clause separated by semicolons or periods. Let's extract duties from "Duties And Responsibilities" paragraph.
Original duties text:
"Provide advanced remote and on-site support for VoIP systems, network infrastructure, and desktop applications via phone, email, and chat.Diagnose and resolve network-layer issues affecting voice quality (QoS/traffic prioritization, jitter, latency, packet loss, DNS/DHCP, VLANs, NAT, SIP ALG); troubleshoot and configure firewalls, routers, switches, and managed network gear.Use packet capture and diagnostic tools (Wireshark, VoIPmonitor, PingPlotter, syslogs) to isolate root cause and document findings before applying a fix.Assess customer network environments and assist in positioning and deploying managed network solutions such as Peplink and UniFi.Resolve issues escalated from Level I Support and Field Technicians, including hardware and software diagnostics; escalate unresolved cases to the appropriate support level.Assess, prioritize, and monitor tickets of moderate complexity, owning each through resolution in line with KPI and SLA standards.Administer and program VoIP phone systems and network configurations.Perform structured cabling work as needed — installation, tracing, testing, and terminating CAT 5E/6/6E and coaxial cable.Participate in design and planning meetings for telephone and data systems with Engineering, end users, and external partners to gather requirements and meet project timelines.Handle a broad range of support requests, including network troubleshooting/configuration, phone system programming, hardware/software diagnostics, mobile app assistance, basic Windows support, password resets, and referrals to sales for upsell opportunities.Manage clients in CRM/service software and maintain logs, time records, and documentation of hardware, networks, and equipment.Participate in training, mentorship, and cross-training to build team expertise, and contribute to internal knowledge base articles on repair, installation, and troubleshooting best practices.Communicate proactively with leadership and clients on emerging issues, trends, and opportunities to improve support operations; complete required performance self-assessments.Coordinate with clients to schedule troubleshooting sessions; perform additional duties as assigned by leadership.Other duties as assigned by leadership"
We need to remove "Other duties as assigned by leadership" maybe it's generic but it's still content; we can keep as a duty.
We'll split by periods and semicolons. Let's create list items:
1. Provide advanced remote and on-site support for VoIP systems, network infrastructure, and desktop applications via phone, email, and chat.
2. Diagnose and resolve network-layer issues affecting voice quality (QoS/traffic prioritization, jitter, latency, packet loss, DNS/DHCP, VLANs, NAT, SIP ALG); troubleshoot and configure firewalls, routers, switches, and managed network gear.
3. Use packet capture and diagnostic tools (Wireshark, VoIPmonitor, PingPlotter, syslogs) to isolate root cause and document findings before applying a fix.
4. Assess customer network environments and assist in positioning and deploying managed network solutions such as Peplink and UniFi.
5. Resolve issues escalated from Level I Support and Field Technicians, including hardware and software diagnostics; escalate unresolved cases to the appropriate support level.
6. Assess, prioritize, and monitor tickets of moderate complexity, owning each through resolution in line with KPI and SLA standards.
7. Administer and program VoIP phone systems and network configurations.
8. Perform structured cabling work as needed — installation, tracing, testing, and terminating CAT 5E/6/6E and coaxial cable.
9. Participate in design and planning meetings for telephone and data systems with Engineering, end users, and external partners to gather requirements and meet project timelines.
10. Handle a broad range of support requests, including network troubleshooting/configuration, phone system programming, hardware/software diagnostics, mobile app assistance, basic Windows support, password resets, and referrals to sales for upsell opportunities.
11. Manage clients in CRM/service software and maintain logs, time records, and documentation of hardware, networks, and equipment.
12. Participate in training, mentorship, and cross-training to build team expertise, and contribute to internal knowledge base articles on repair, installation, and troubleshooting best practices.
13. Communicate proactively with leadership and clients on emerging issues, trends, and opportunities to improve support operations; complete required performance self-assessments.
14. Coordinate with clients to schedule troubleshooting sessions; perform additional duties as assigned by leadership.
15. Other duties as assigned by leadership.
Now Requirements section: It includes "QUALIFICATIONS", "Education And Experience", "Physical Experience". We'll combine under Requirements heading? The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we could have separate headings for Qualifications, Education And Experience, Physical Experience. But they said prefer a few substantive sections over many thin ones. However we have distinct content; we could keep Requirements as a heading and inside have subheadings? But they only allow those specific headings; we could use Qualifications, Education And Experience, Physical Experience as separate headings if they have content. Let's see if each has substantive content.
QUALIFICATIONS bullet list: "Strong networking fundamentals (TCP/IP, routing/switching, VLANs, DNS, DHCP, NAT, QoS) with hands-on firewall and edge-device troubleshooting experience.Comfort reading and interpreting packet captures and network diagnostics, with the discipline to capture evidence before applying a fix.Strong analytical and problem-solving skills and the capacity to acquire new skills quickly.Experience with CRM, reporting, and ticketing systems (Salesforce, Zoho, etc.), including building targeted reports and analytics on an ad hoc basis.Excellent verbal and written communication, organizational, time management, and interpersonal skills.Highly motivated self-starter able to lead initiatives and collaborate within a team in a fast-paced, deadline-driven environment.Must be willing to commute and work in the Charlotte area; must be 21 years of age with a valid driver’s license and clean driving record."
Education And Experience: "Associate’s or bachelor’s degree or certification in IT, Computer Science, or a related field, or equivalent practical experience, with demonstrated network support/administration experience (routers, switches, firewalls).CompTIA Network+ required (Level II qualifying certification); Security+, Fortinet (FCA/FCP), Netgate pfSense+, or Peplink certifications preferred.Telecom industry experience preferred, particularly IP telephony, networking, and desktop support; familiarity with VoIP technologies (SIP, RTP, codecs, Avaya IP Office, 3CX) and managed network/SD-WAN platforms (Peplink InControl, UniFi) preferred.Experience with paging systems and related hardware; proficient in cabling installation, tracing, testing, and terminating CAT 5E/6/6E and coaxial cable; understanding of analog telephony (Tip and Ring) troubleshooting.Previous customer service experience required.Completion of required Field Support Training and Support Technician Level II qualifying training/certification (CompTIA Network+, NS LMS Admin, 3CX Advanced, MS700), or equivalent experience."
Physical Experience: "Prolonged periods of sitting or standing at a desk and working on computers.Must be able to lift 50 pounds at times.May be required to work on-call or long hours in the event of a network malfunction.This is not a remote position and may require travel to and from customer sites."
We should not include generic statements like "This is not a remote position" maybe it's substantive. Keep.
We need to output as HTML fragment. Use
for each section heading. Use
- for lists. For prose, use
. For Education And Experience and Physical Experience we could also use
- as they are list-like. But they are sentences separated by periods. Could treat as list items.
Better to keep each as
- . For Qualifications also list.
Thus sections:
About the role
... (job summary without "apply today")
Responsibilities
- ...
Qualifications
- ...
Education and Experience
- ...
Physical Experience
- ...
or drop it. Job Type Full-time is minor metadata; we could include in About the role paragraph as a sentence: "Job Type: Full-time." Or we could drop it. Probably better to include as part of About the role: "Job Type: Full-time." But we need to preserve all substantive information; job type is substantive. So include. Thus About the role paragraph: "Job Type: Full-time. As a Network Support Technician (Level II), you'll support OneCloud customers across phone, email, and chat, providing advanced troubleshooting for VoIP systems, data networks, and desktop applications. You'll go beyond the phone call to work the network layer voice depends on routing and switching, firewalls, QoS, DNS/DHCP, and packet-level diagnostics, isolating issues and proving root cause with real evidence. The role blends remote support with on-site visits, including travel to customer locations for assessing and deploying managed network solutions, giving you the chance to deepen your expertise across telephony, networking, and managed services while sharpening your customer service skills. If you're ready to take your networking know-how to the next level, we'd love to hear from you." Wait we removed "apply today". Keep the rest. Now ensure no duplicate lines. Now produce HTML. Let's craft list items for Qualifications: each sentence separated by period. Let's split: - Strong networking fundamentals (TCP/IP, routing/switching, VLANs, DNS, DHCP, NAT, QoS) with hands-on firewall and edge-device troubleshooting experience. - Comfort reading and interpreting packet captures and network diagnostics, with the discipline to capture evidence before applying a fix.
- . For Qualifications also list.
Thus sections:
- as they are list-like. But they are sentences separated by periods. Could treat as list items.
Better to keep each as
- for lists. For prose, use