Network Technician - Tier 2

ROLE AND LOCATION

This position is based out of our headquarters in Durham, NC, and requires travel to customer locations in surrounding counties as needed. The primary work schedule is Monday through Friday, 8:30 a.m. to 5:30 p.m., with travel to customer locations in surrounding counties as needed. Following successful completion of onboarding and role-specific training, this position participates in a rotating after-hours support schedule to help ensure continuous service for our clients.

About the Role

We deliver an amazing, seamless experience to our customers by hiring great people who are friendly, energetic, and passionate about their work. This enables our clients to receive the best in technological consultation and implementation, and most importantly, customer service. We constantly strive to preserve and improve our existing company culture, which allows our team members to have an enviable work/life balance.

Responsibilities

• Participate in full managed network product lifecycle, including scoping, planning, configuration and deployment projects, and ongoing support/maintenance
• Act as first point of escalation for incidents and requests; perform in-depth troubleshooting and progress cases until resolved or further escalate as required
• Ensure security and functionality of managed systems by providing regular scheduled maintenance
• Investigate alerts, notifications, and conditions impacting tools or systems under your team’s management
• Maintain tools under your team’s management, including internal systems
• Handle all aspects of customer communications and engagements

Requirements

• Comfortable and experienced with incident/alert handling
• Strong troubleshooting, documentation, and communication skills
• Experience with configuration and administration of network firewalls, switches, and wireless infrastructure
• Experience working on assigned tasks within an organized project management framework
• Confident and independent to provide technical support to all levels of client personnel

Qualifications

• At least three years of relevant focused networking experience
• At least 1 Advanced Networking certification: such as Palo Alto PCNSA/PCNSE, Cisco CCNA/CCNP, CMSS (Meraki), AZ-700 (Azure), and CWNA/CWDP (Wireless certs)

Skills

• Strong working knowledge of network firewall, switching, routing, VPN, wireless network management, and network security
• Project management experience
• Strong problem solving and troubleshooting skills with the ability to quickly become proficient with a wide range of technologies/vendors
• The ability to research technologies thoroughly, follow diagrams or written instructions accurately, and quickly analyze information to resolve complex issues
• Knowledge of Information Technology best practices, standards, and terminology

Benefits

Following successful completion of onboarding and role-specific training, this position participates in a rotating after-hours support schedule to help ensure continuous service for our clients. This position has an annual salary range of $70,000–$80,000.

Pay

The annual salary range for this position is $70,000–$80,000.

Schedule

The primary work schedule is Monday through Friday, 8:30 a.m. to 5:30 p.m., with travel to customer locations in surrounding counties as needed.