Network Support Specialist

Key Responsibilities

1. Advanced Troubleshooting & Incident Management

• Diagnose and resolve complex network issues related to LAN, WAN, WLAN, VPN, and firewalls.
• Handle escalated support tickets from L1 in accordance with SLAs.
• Analyze network outages, latency issues, packet loss, and performance degradation.
• Perform root cause analysis (RCA) and implement corrective actions.

2. Network Configuration & Administration

• Configure and maintain routers, switches, firewalls, access points, and load balancers.
• Manage VLANs, routing protocols (OSPF, EIGRP, static routing), and switching technologies.
• Support VPN connections (site-to-site and remote access).
• Apply changes via established change-control processes.

3. Network Monitoring & Maintenance

• Monitor network health using tools such as SolarWinds, PRTG, Nagios, Cisco Prime, or Meraki Dashboard.
• Respond to alerts and proactively address potential issues.
• Conduct regular system checks and preventive maintenance.

4. Collaboration & Escalation

• Work closely with L3 engineers for complex problem resolution and project work.
• Provide technical guidance and mentorship to L1 support teams.
• Coordinate with field or on-site technicians for hands-on tasks when required.

5. Documentation & Reporting

• Maintain documentation of network configurations, procedures, and updates.
• Create and update knowledge base articles for repeat issues.
• Prepare reports on incidents, resolutions, and network performance trends.

Its a dispatch on demand role that means your services are required only when needed.