What are the responsibilities and job description for the Network Support Specialist position at Sharp Brains?
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.