Tier 2 Network

Applications are being accepted until the position is filled.

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Title: Tier 2 Network & Server Specialist

Reports to: Technical Services Lead

Hours: Primarily Monday - Thursday 8:30am - 5:30pm, Fridays 8:30am - 5:00pm (U.S. Eastern Time); Some evening, weekend, and emergency on-call availability may be required

Status: Exempt

Location: Work from home with client onsite requirements

Salary: $65,000 - $75,000

Benefit Highlights: Medical/dental/vision/life insurance, PTO, parental leave, EAP+

Responsibilities:

● Diagnose and resolve Tier 1–2 incidents across network, server, desktop, and cloud environments using remote tools and standard support channels.

● Diagnose and resolve end-user network or local printer problems, PC hardware, server, email, Internet, VPN, and local-area network access problems.

● Provide deep-dive research assistance to all tiers for topics related to networking performance, upgrades, or troubleshooting.

● Install networking equipment such as firewalls, network switches and wireless access points.

● Coordinate with third-party vendors for the installation of needed upgrades or to assist with the maintenance of equipment covered by third-party vendor maintenance agreements.

● Act as escalation point for client internet connectivity or network connectivity outages and alerts.

● Regularly communicate with end-users and vendors, including vendor interfacing and quoting.

● Assist with emergency after-hours internet and network outages.

● Maintain schedule for client ISP maintenance, and keep account and support information up-to-date.

● Perform scheduled and emergency client onsites, typically 1–2 per week.

● Assist with new client onboardings including RMM and EDR onboarding and support.

● Assist with the creation of basic sales proposals for client networking projects.

● Act as an escalation point within the services team.

● Provide an excellent level of customer service to our clients by providing the appropriate support response, friendly communication, and technical knowledge.

● Participate in the implementation, administration, configuration, documentation, support, and enhancement of client infrastructure environments.

● Maintain SLA's to meet project and ticket deadlines, escalating to other team members as necessary.

● Maintain communication with your team leader, effectively communicating any issues or problems that require assistance.

● Take responsibility and accountability for your professional development path, working with team leaders to grow and maintain your skillset.

● Assist with keeping documentation up-to-date and knowledgebase current.

● Assist with general helpdesk support and tickets.

● Other duties as assigned.

Required Qualifications:

● Good knowledge of fundamental networking best practices.

● Some experience with firewall, switching, routing, and wireless AP hardware and software configurations.

● Understanding of Microsoft Operating client systems - Windows 10/11.

● Knowledge of Microsoft Windows Servers 2016+.

● Email client (Outlook/Gmail) management and delivery troubleshooting experience with Microsoft 365 and Google Workspace.

● Active Directory and EntraID basic administration / backend administration / Entra ID sync.

● Ability to troubleshoot device connectivity issues for printers, phones, and any other network connected devices.

● Organized.

● Great verbal and written communication skills.

● Ticketing system hands-on experience.

Preferred Qualifications:

● Previous experience working in a Managed Service Provider (MSP) environment supporting multiple clients.

● Solid understanding of TCP/IP, packets, and routing/switching fundamentals and network services such as DNS, DHCP, and NTP.

● Experience with multiple vendor networking hardware, including Unifi, PFSense, and Sonicwall.

● Experience with advanced networking technologies including VLAN routing and logical VLAN/IP layouts, Layer 2 and Layer 3 troubleshooting, LAGs / NIC bonding, and reviewing routing tables.

● Experience with network troubleshooting, including usage of Wireshark, ping, traceroute, and nslookup for diagnostics, and strong, methodical approach to troubleshooting across servers, networks, and endpoints.

● Experience with wireless access point technologies including wireless network design and planning, access point deployment and configuration, wireless VLANs and SSID-to-VLAN mapping, and wireless security (WPA/WPA2/WPA3 and best practices).

● Experience with different internet connection types (fiber, cable, etc.), modem and router setup/configuration, including bridging and working with ISPs, and public IP routing and basic exposure to BGP concepts.

● Experience with firewall deployment and troubleshooting including creating and managing inbound/outbound NAT and firewall rules, Configuring VPNs (OpenVPN, IPsec), and a basic understanding of common third-party firewall platforms.

● Experience with VoIP systems including an understanding of SIP and VoIP network troubleshooting (latency, jitter, QoS concepts), experience with Coredial or similar hosted VoIP platforms, administering Google Voice and Microsoft Teams PSTN, and a familiarity with administering Zoom, Google Meet, and Microsoft Teams.

● Experience with physical networking infrastructure, including wiring best practices, labeling, and basic cable management, understanding and use of PoE (Power over Ethernet), and mounting and connecting switches, APs, and related equipment.

● Understanding of public DNS and cloud hosting services, including GoDaddy DNS administration, email and domain hosting setups, and public DNS change management and troubleshooting.

● Administration of Hyper-V and VMware environments.

● Basic Linux server familiarity.

● Configuring, monitoring, and maintaining Datto backup technologies.

● Understanding of server and endpoint backup strategies and restore procedures.

Requirements for Employment:

● High speed internet access.

● Reliable transportation and personal auto insurance.

● Ability to work from home in an uninterrupted fashion.

● Northeast Ohio-based.

Pay: $65, $75,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Work Location: Hybrid remote in Cleveland, OH 44124