About the Role
New Era Technology is seeking a Network Support Specialist (Tier 2) to join our global team. You will be responsible for the delivery of high-quality IT technical professional services, including consulting, on-site or remote troubleshooting, and support for client network technologies, installations, and integrations. Dedication to quality and customer satisfaction are critical success factors for this position.
Primary Duties
- Deliver world-class support services to ensure high levels of customer satisfaction.
- Optimize productivity while managing customer tickets and projects.
- Prioritize work effectively through ticket and project status management.
- Troubleshoot and resolve network issues, escalating complex problems where appropriate.
- Maintain ticket quality control and documentation for customer environments.
- Provide professional communication via phone, video, and email.
- Participate in periodic on-call rotations and occasional on-site visits.
- Engage in process improvement initiatives.
Competencies
- Outstanding capabilities in troubleshooting and correcting network issues.
- Strong broad-based knowledge of network hardware, operating systems, connectivity, and cabling.
- Excellent written and verbal communication skills for effective customer interaction.
- Proven ability to maintain organization and control over technical assignments.
- Commitment to delivering exceptional customer service.
Required Experience
- 5-7 years of experience as a Network Engineer.
- Ability to troubleshoot, analyze, and configure LANs, WANs, and wireless networks, including routers, switches, firewalls, VPNs, and access points.
- Experience with network capacity planning, security principles, and maintenance best practices.
- Proficiency with network protocols and standards, including layer 2/3 switches, MFA, DNS, BGP, OSPF, EIGRP, VLAN, and QoS.
- Strong background with Cisco (ASA and Meraki), Fortinet, and SonicWall hardware.
- Fundamental knowledge of the relationship between networking and cybersecurity principles.
Preferred Certifications and Skills
- Cisco CCNA (Required)
- Cisco CCNP (Preferred)
- Experience with network technology stacks like SolarWinds and Auvik.
- Knowledge of network virtualization technologies in Azure and AWS.
- Familiarity with MSP tools such as ConnectWise or ITGlue is a bonus.
- Knowledge of VOIP systems is a bonus.