What are the responsibilities and job description for the Operations Center Tier 2 Network Support position at Contour Data Solutions?
Operations Center Network Support – Tier 2
Location: Remote
Experience: 6 Years (Network / MSP Experience Required)
Compensation: $75,000 – $95,000 Benefits
About the Role
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.
Key Responsibilities
- 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:
o Firewalls, switches, wireless access points
- Servers and workstations
- UPS systems and related equipment
- Implement and support remote access technologies (VPN, Remote Desktop, RemoteApp)
- Work with vendors (ISPs, application providers, copier/printer vendors, etc.) as needed
- Maintain and improve documentation, system reviews, and technical recommendations
Required Qualifications
- 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:
o 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:
o 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)
Bonus Skills (Nice to Have)
- Cisco Meraki experience
- PFSense experience
- Zabbix and Grafana experiance
- 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
Additional Requirements
- 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
Why Contour?
- Fast-growing MSP with enterprise-grade infrastructure
- Collaborative, team-first culture
- Opportunity to influence processes and architecture
- Exposure to complex, real-world customer environments
Salary : $75,000 - $95,000