Network Support Specialist, L2

Responsibilities

• Provide expert-level technical support to managed services clients in a 24/7/365 environment.
• Serve as an escalation point for advanced network issues, including slow WAN performance, connection drops, site-to-site VPN tunnel failures, and firewall policy conflicts across a multi-client managed services portfolio.
• Troubleshoot and resolve issues across LAN/WAN, SD‑WAN (Aryaka), routing, switching, VPN, firewall, and VoIP infrastructure spanning mid‑market and enterprise‑scale environments.
• Diagnose and resolve issues on Cisco Firepower Firewalls, Cisco Nexus and Catalyst Switches, and other network devices, leveraging deep platform knowledge to minimize client downtime.
• Manage client remote access and BYOD initiatives, including Always‑On VPN and IPSEC VPN services, in alignment with client security policies and MOC standards.
• Consistently meets or exceeds department KPIs – including ticket response and resolution times, customer satisfaction (CSAT) scores, SLA compliance rates – in alignment with MOC performance standards.
• Execute T&M billable network project tasks including: updating and optimizing firewall configurations; implementing net‑new routing, DHCP, and DMZ configurations; deploying IPSEC and Always‑On VPN services; and configuring Azure Virtual Network Gateways and related Azure networking components.
• Coordinate with client Points of Contact and internal Managed Solution Networking/Security teams to scope, plan, and complete project deliverables within agreed timelines and SLAs.
• Document all project work, configuration changes, and outcomes thoroughly in Connect Wise in accordance with company standards.
• Secure client networks by implementing and enforcing security protocols in coordination with client stakeholders and the Managed Solution Networking/Security team.
• Monitor client environments for suspicious activity and threats; respond quickly to security alerts and incidents per company standards.
• Proactively implement security patches and coordinate with the Backup/Disaster Recovery team to ensure continuity and security across client environments.
• Assist in tuning and expanding network monitoring alerts to maximize client uptime and environment stability.
• Provide proactive, clear communication to clients and internal teams regarding network incidents, outages, and scheduled maintenances.
• Communicate with third‑party client vendors to establish root cause and coordinate resolution for outages and other externally‑caused issues.
• Document client communications, network/system configurations, and resolution efforts in Connect Wise in accordance with company standards.
• Maintain a high degree of professionalism, confidentiality, and integrity when accessing client systems and supporting mission‑critical environments.

• Associate’s or Bachelor’s degree in Computer Science or a related field, plus 3+ years of advanced troubleshooting experience in networking, server/OS, desktop, and/or virtualization environments.
• Previous experience in a multi‑client Managed Services and/or Managed Security Operations Center (MSOC/NOC) helpdesk environment strongly preferred.
• Demonstrated hands‑on experience in mid‑market or enterprise‑scale network environments (500+ seat organizations or multi‑site complexity).
• Proven ability to manage and prioritize multiple client issues simultaneously in a fast‑paced, SLA‑driven environment.
• Strong organizational and problem‑solving skills with a demonstrated history of ownership and accountability.
• Excellent oral and written English communication skills, with the ability to convey technical concepts clearly to non‑technical stakeholders.
• Demonstrated integrity and ability to maintain strict client confidentiality.
• Outgoing, enthusiastic approach to customer service with a drive to deliver exceptional support to both internal and external stakeholders.

• network troubleshooting
• LAN
• WAN
• SD‑WAN
• VPN
• firewall configuration
• Cisco Firepower
• Cisco Nexus
• Azure Virtual Network
• DHCP

• problem‑solving
• organizational skills
• communication skills
• customer service
• accountability
• integrity
• professionalism
• confidentiality
• ownership
• enthusiasm

• Associate’s degree
• Bachelor’s degree