Network Support Specialist, Tier 1

Summary

Join New Era Technology as a Network Support Specialist, delivering high-quality IT services including consulting, troubleshooting, and support for various network technologies. You will optimize productivity, prioritize work, resolve network issues, manage tickets, and communicate effectively with clients via phone, video, and email. Occasional on-site visits and on-call responsibilities are expected. The role requires strong troubleshooting skills, broad network knowledge, and excellent communication abilities. New Era offers a team-oriented culture, continuous training, and competitive benefits, including full medical, dental, vision, 401k match, and 28 PTO days.

Requirements

• 3+ years’ experience as a Network Engineer
• Troubleshoot, Analyze, and configure LANs, WANs, and wireless networks, including routers, switches, firewalls, VPNs, and access points in a variety of models and vendors
• Proven experience with network capacity planning, network security principles, and general maintenance best practices
• Participate in planning and execution of new and existing equipment hardware and firmware upgrades
• Working technical knowledge of current network hardware, protocols, and internet standards, including routers, switches (layer 2/3), firewalls, remote access, MFA, DNS, BGP, OSPF, EIGRP, VLAN, and QoS
• Strong background with Cisco (ASA and Meraki), Fortinet, and Sonic Wall
• Excellent hardware troubleshooting experience
• Fundamental knowledge of Network relationship to cyber security principles and practices

Responsibilities

• Customer Satisfaction through the delivery of world class Support Services
• Optimizing productivity while assigned to customer tickets or projects
• Ability to prioritize work through ticket and project status
• Problem-solving and resolution of network issues and escalating where appropriate
• Ticket Quality Control and Ticket Management
• Customer Service including phone, video, and email communication
• Occasional on-site to nearby customers (less than 5%)
• Occasional on-call responsibility/rotation
• Participation in process improvement initiatives
• Documentation skills for customer environments

Preferred Qualifications

• Cisco CCNA required
• Cisco CCNP preferred
• Experience with multiple network technology stacks. (Solar Winds and Auvik)
• Knowledge and experience in network virtualization technologies. (Azure and AWS)
• Experience in MSPs with tools such as ConnectWise or IT Glue is a bonus
• Knowledge of VOIP systems is a bonus

Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 28 PTO Days including company holidays