What are the responsibilities and job description for the Network Support Specialist position at Gravity IT Resources?
Network Support Specialist
Location: Charlotte, NC
Work Schedule: Onsite every other Monday and Wednesday
Hours: 8:00 AM – 5:00 PM
Terms: Contract to hire
About the Role
We are seeking a motivated Network Support Specialist to join a fast-paced enterprise support environment. This role supports a large, distributed organization and works directly with a wide range of end users, from frontline staff to regional leadership. While a structured training program is provided, candidates should bring strong foundational networking knowledge and a customer-focused mindset.
Key Responsibilities
- Provide network troubleshooting and support across enterprise environments
- Support and triage incidents via a ticketing management system (Zendesk currently in use)
- Create, manage, and update support tickets with clear documentation
- Assist with routing and switching hardware, structured cabling, and end-user network connectivity
- Support Cisco/Meraki networking environments, including use of the Meraki dashboard
- Collaborate with team members to resolve both routine and more complex network issues
- Participate in phone-based triage or offline investigation, depending on assignment
- Deliver a high level of customer service while supporting users with varying technical backgrounds
Required Qualifications
- Strong foundational knowledge of networking concepts, including the OSI model and how network support functions align within it
- Hands-on experience troubleshooting network connectivity issues
- Experience supporting routing and switching hardware and end-user network connections
- Familiarity with Cisco and/or Meraki environments
- Experience using a ticketing or case management system
- Ability to work effectively in a fast-paced, enterprise environment
- Strong communication and customer service skills
Preferred Qualifications
- Experience working in large or distributed organizations
- 3 years of professional experience in a networking or network support role
- Exposure to network monitoring or observability tools
- Familiarity with the Meraki portal/dashboard
Team Structure
- Team consists of approximately 9 network support agents plus a manager
- Two primary work modes:
- Phone-based triage and initial support
- Offline troubleshooting for more complex issues
Career Growth
This role offers the opportunity to grow within the organization, with structured training, hands-on experience, and exposure to enterprise-scale networking environments.
Salary : $25 - $30