Network Support Technician

Overview

Location: Charlotte, NC (Onsite Monday and Wednesday every other week)

Duration: 6 contract w/ potential to convert

Shift: 11am-8pm

In short: they need someone who has already worked in large-scale distributed networks
, knows Cisco-level networking (CCNA baseline), understands security and compliance
, and can talk with both engineers and non-technical retail managers while solving problems under pressure.

• Assist with remote network setups, configurations, and ongoing support.
• Ensure all work complies with strict PCI standards for retail operations.
• Partners with Cyber Security, Technology Delivery, Internet Service Providers, POS vendors, and business stakeholders to support network initiatives.
• Deliver legendary customer support, emphasizing proactive communication, clear documentation, and efficient escalation procedures.
• Utilize Meraki full-stack solutions (security appliances, switches, access points, and cellular gateways) to deliver modern, cloud-managed networking.
• Take full ownership of cases, demonstrating a driven, self-motivated mindset with a focus on career growth and technical development.

• Provide support via phone, chat, portal, and remote tools.
• Troubleshoot and resolve issues related to WAN/LAN/ISP connectivity, enterprise/local wireless, local firewalls, and VPN configurations.
• Validate and support PCI-compliant network designs in enterprise and retail environments.
• Assist with the design, review, and troubleshooting of network security configurations.
• Work closely with internal support teams, vendors, and technicians to install and maintain business-class internet services.
• Collaborate with security and operational teams to ensure policy compliance and effective audit remediation.
• Execute timely responses to audit recommendations and observations.
• Deliver superior customer service to internal teams, in-unit managers, and external stakeholders.
• Participate in a support on-call rotation to provide operational coverage after hours.

• 5+ years’ experience in remote diagnosis, troubleshooting, and issue resolution for large, national, and distributed LAN/WAN environments.
• 5+ years’ networking experience with extensive knowledge of TCP/IP, DNS, OSI, and related technologies.
• CCNA certification required (or equivalent proven experience).
• Strong knowledge of PCI DSS standards and retail network connectivity requirements.
• Expertise in VPN technologies, internet connectivity options, and remote support tools.
• Hands-on experience with Cisco Meraki full-stack cloud-managed solutions strongly preferred.
• Strong knowledge of ticket management systems such as Zendesk. (or equivalent tool)
• Proven ability to collaborate effectively with users, vendors, and engineering staff.
• Excellent verbal and written communication skills.
• Demonstrated commitment to delivering legendary customer service at every interaction.
• Self-driven and career-growth–minded, with a focus on continuous learning and development.