Tier 1 Network Support

Position Summary

The Tier 1 Network Support provides day‑shift operational support for network infrastructure supporting RT environments. This role is responsible for initial triage, troubleshooting, ticket ownership, change execution, and escalation of network incidents, including circuit issues, power‑related outages, service‑impacting alerts, and routine change requests. The position works closely with Staff and Senior Network Engineers to follow established runbooks, maintain accurate documentation, and support reliable network operations.

Responsibilities

• Serve as the initial point of contact for Tier 1 network support, incident triage, and escalation.
• Monitor network alerts, service health, and operational dashboards to identify potential issues and service‑impacting events.
• Troubleshoot basic network incidents related to circuits, connectivity, power outages, device reachability, and routine service interruptions.
• Follow documented runbooks and standard operating procedures to execute approved Tier 1 changes and operational tasks.
• Create, update, and maintain detailed tickets with clear issue descriptions, troubleshooting steps, escalation notes, and closure details.
• Proactively review open incidents, requests, and follow‑up items to drive timely resolution and accurate status reporting.
• Escalate unresolved or complex issues to Tier 2, Staff, or Senior Network Engineers with complete handoff information.
• Support reporting on network service metrics, incident trends, ticket quality, and operational performance indicators.
• Contribute to and maintain the network knowledge base, including troubleshooting procedures, known issues, runbooks, and support documentation.
• Work collaboratively with engineering, operations, field support, and business stakeholders during incidents and change activities.

Qualifications

• Ability to work in a fast‑paced operational environment while prioritizing outages, incidents, troubleshooting activities, and change requests.
• Strong written and verbal communication skills, including the ability to document technical details clearly and provide concise status updates.
• Demonstrated ownership, discipline, and follow‑through in managing support tickets, escalations, and operational tasks.

Technical Skills

• Experience in a technical support, network operations, service desk, or infrastructure support environment.
• Foundational understanding of networking concepts, including TCP/IP, DNS, DHCP, routing, switching, wireless, VPN, and basic troubleshooting methods.
• Ability to identify opportunities to improve support processes, runbooks, documentation quality, and KPI reporting.

Preferred Qualifications

• Experience with monitoring, logging, and network management tools such as protocol analyzers, SNMP, NetFlow, IPAM, RADIUS, or Splunk.
• Familiarity with ITSM or ticketing platforms and standard incident, problem, and change management practices.
• Network‑related certifications such as CompTIA Network+, Cisco CCNA, or equivalent training.
• Experience supporting enterprise, manufacturing, campus, or data‑center network environments.

Education

Bachelor’s degree in Information Systems, Networking, Computer Science, or a related field, or equivalent practical experience.

Pay

$50 – $55 per hour.

Schedule

• Day‑shift operational support.
• Occasional weekends, after‑hours maintenance windows, and holidays as business needs require.
• On‑call rotation as required.

Benefits

Individual compensation is determined by skills, qualifications, experience, and location. Full‑time roles are eligible for Medical, Dental, Vision, Commuter, and 401(k) benefits with company matching.