Operations Center Tier 2 Network

Operations Center Network Support – Tier 2

Location: Remote

Experience: 6+ Years (Network / MSP Experience Required)

Compensation: $75,000 – $95,000 + Benefits

Contour Data Solutions is seeking a Tier 2 Network Support Engineer to join our Operations Center team. This role is ideal for a seasoned network professional who thrives in a fast‑paced MSP environment and wants to make an immediate impact supporting both internal infrastructure and customer‑facing solutions hosted in enterprise‑class data centers.

As a Tier 2 engineer, you will be responsible for day‑to‑day network operations, maintenance, troubleshooting, and change management across a diverse customer base. You will also serve as an escalation point and mentor for Tier 1 engineers.

• Provide Tier 2 support and escalation for network‑related incidents and service requests
• Perform maintenance, troubleshooting, patching, and replacement of network equipment
• Monitor alerts and proactively resolve incidents before customers are impacted
• Accurately document all work and time in the ticketing system in real time
• Support and collaborate with Tier 1, Tier 3, and engineering teams
• Develop a strong understanding of client environments and business requirements
• Communicate clearly and professionally with customers regarding incidents, changes, and outages
• Implement and support network and infrastructure hardware, including:
  • Firewalls, switches, wireless access points
  • Servers and workstations
  • UPS systems and related equipment
• Implement and support remote access technologies (VPN, Remote Desktop, Remote App)
• Work with vendors (ISPs, application providers, copier/printer vendors, etc.) as needed
• Maintain and improve documentation, system reviews, and technical recommendations

• 4+ years of experience in an MSP or Network Operations environment
• 5+ years of hands‑on experience designing, implementing, maintaining, and troubleshooting complex IP‑based networks
• Strong understanding of:
  • Layer 2 / Layer 3 networking concepts
  • Routing and redundancy protocols (OSPF, BGP, EIGRP, HSRP/VRRP, MPLS)
  • Firewall policies, VPNs, IPSEC, and network security best practices
  • Experience with dual‑ISP configurations, load balancing, and high availability
  • Proficiency with Cisco networking equipment (routers, switches, firewalls)
  • Understanding of core protocols and services (TCP, UDP, DNS, DHCP, HTTP/S, SMB, NFS)
• Experience with:
  • Cisco AMP (Advanced Malware Protection)
  • Cisco Umbrella (on‑prem and cloud)
  • Duo MFA
• Ability to self‑manage, prioritize work, and remain accountable
• Strong communication skills with the ability to explain technical issues in plain language
• Customer‑focused mindset with a passion for building long‑term relationships

Education: Bachelor's degree in Computer Science, Engineering, Information Systems, or related field preferred (or equivalent work experience)

Certifications: Cisco CCNA/CCNP / CCIE (or equivalent experience)

• Cisco Meraki experience
• PFSense experience
• Zabbix and Grafana experience
• N‑able RMM experience
• Wireless network design and support
• Windows Server administration (Active Directory, DNS, DHCP, GPO)
• Group Policy experience (software deployment, Windows 10/11 rollouts)
• Veeam and Zerto knowledge
• VMware or XCP‑NG virtualization support
• Microsoft 365 / Exchange / SQL experience
• Backup and disaster recovery solutions
• VoIP and Microsoft Teams Phone support
• Experience with Apple devices (macOS, iOS) in a managed environment
• Hardware imaging and deployment
• Networked printer and copier support
• Microsoft or other industry certifications

• Must pass a background check
• Ability to lift up to 50 lbs as needed
• Authorized to work in the United States
• Reliable transportation for occasional office or client‑site visits

• Fast‑growing MSP with enterprise‑grade infrastructure
• Collaborative, team‑first culture
• Opportunity to influence processes and architecture
• Exposure to complex, real‑world customer environments