Network Support Specialist, L2

🔥 21 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $29 - $41 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🛜 Network Engineer / Network Administrator

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Managed Solution

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2002

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Managed Solution is a leading Managed IT Services provider specializing in Microsoft technologies. They offer a range of services including IT help desk, Microsoft consulting, security services, Azure cloud managed services, and business process automation. As a top Microsoft Service Provider in the US, Managed Solution boasts numerous Microsoft certifications and accommodates clients with a 24/7/365 US-based helpdesk. They focus on leveraging cutting-edge technology to enhance employee lifecycle management, employee engagement, and technology mergers and acquisitions. With a presence across the US, Managed Solution is dedicated to providing comprehensive IT support and cloud services to various industries, including healthcare and life sciences technology services.

📋 Description

• As a senior member of the Managed Operations Center, the Network Support Specialist, Level 2 will 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 meet or exceed 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 (Cisco Firepower); 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 ConnectWise 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 (LogicMonitor, Perch, SentinelOne) 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 ConnectWise in accordance with company standards. • Mentor and train L1 and junior team members on network tools, security policies, and incident response best practices. • Participate in an on-call rotation for occasional after-hours emergency support. • Adhere to client SLAs and team performance goals; prioritize, resolve, and/or escalate issues per company policy. • Comply with all company policies and procedures.

🎯 Requirements

• 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. • Equivalent combinations of education and experience will be considered. • 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.

🏖️ Benefits

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+ • 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days • Holidays – Managed Solution celebrates 7 paid holidays each year Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service! • Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs) • Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7 • $100K Life/AD&D policy provided for all employees, free of charge! • Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more! • $80/Month Cell Phone + Internet Reimbursement