Network Support Specialist

2 weeks ago

Boston, Massachusetts, United States Saviance Full time
Job Title: Network Support Specialist

Position Type: Contract

Location: Boston

Experience Level: 3-5 years of onsite technical and customer support experience

Role is not open to sponsorship or C2C

About Saviance

Saviance is a remote-based, technology consulting firm headquartered in Boston, MA. We deliver solutions ranging from custom development, software implementation, data analytics, and machine learning/AI integrations. We are a one-stop shop that attracts clients from various industries because of our proven ability to deliver cutting-edge and cost-conscious software solutions.

With extensive domain knowledge, Saviance has teams of data architects, data engineers, software engineers, web developers, and consultants who deliver best-in-class solutions across a variety of verticals. Our diverse industry exposure equips us with invaluable tools, tricks, and techniques to tackle complex software and data challenges.

Job Summary

We are seeking a dedicated and technically proficient Network Support Engineer with expertise in Cisco systems to join our team. In this role, you will handle inbound technical support calls, attempt first and second-level troubleshooting, document client concerns, and escalate issues when necessary. This is an opportunity for someone looking to grow in a dynamic, fast-paced environment that focuses on providing superior support for network-related incidents.

Responsibilities
  • Act as the first and second-level support for incoming network-related issues, ensuring all necessary protocols are followed.
  • Manage inbound calls professionally and enthusiastically, offering clients effective verbal and written communication.
  • Troubleshoot, document, and escalate incidents as required to the appropriate technical support tier.
  • Maintain accurate and detailed documentation of client interactions and technical issues.
  • Organize and manage case workloads, identifying escalation points in high-pressure environments.
  • Work as the field implementation team to complete installations and network setups.
Technical Skills
  • Cisco Networking Experience (2+ years): Familiarity with Cisco routers, switches, firewalls, and troubleshooting Cisco devices.
  • Networking Technologies: Solid understanding of LAN/WAN, DNS, DHCP, and network ports.
  • Database Knowledge: Experience with relational databases, writing queries, and analyzing SQL data (Select/Join statements).
  • Operating Systems: Proficiency in troubleshooting Windows and Linux environments, understanding of Group Policies, Security Permissions, and IIS/Web Applications.
  • Performance Monitoring: Experience with performance counters, reviewing OS and application logs.
  • Active Directory and VMware: Exposure to or experience with Active Directory and VMware environments.
  • Networking Tools: Knowledge of Telnet, SSH, and similar tools for troubleshooting network connections.
Soft Skills
  • Excellent verbal and written communication skills with the ability to simplify technical problems for non-technical users.
  • Strong organizational and time management skills in managing caseloads and multitasking.
  • Proven ability to remain calm and professional during high-stress situations.
  • Collaborative team player with a customer-focused mindset.
  • High attention to detail and a strong work ethic, with the ability to troubleshoot both independently and in a team setting.
Preferred Certifications
  • Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) certification is preferred.
  • Certifications in CompTIA Network+, Microsoft Certified Solutions Associate (MCSA), or equivalent are a plus.
Education
  • Bachelor's degree in Computer Science, Networking, Information Systems, or 2+ years of relevant work experience in network support.

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