Technical Support Specialist in Corpus Christi

Job Title Tier 2-4 Technical Support Specialist Location Corpus Christi, Open to candidates with remote work experience Company Overview One of our most prestigious rapidly growing, premier IT and Cybersecurity firms dedicated to delivering exceptional IT solutions with a strong focus on cybersecurity is looking for a technical support specialist. Our team is committed to innovation, customer success, and professional growth. We offer competitive salaries aligned with experience, incentive programs, and a comprehensive benefits package including health, dental, vision insurance, and generous Paid Time Off (PTO). Position Summary As a Tier 2-4 Technical Support Specialist, you will be an integral part of our advanced support team, providing comprehensive technical assistance for complex network, hardware, software, and security issues. This role requires a blend of hands‑on troubleshooting, escalation management, and mentorship to junior staff. Your expertise will ensure swift resolution of high‑impact issues and contribute to continuous improvement of support processes. Key Responsibilities Support & Troubleshooting Resolve complex technical issues across networks, endpoints, servers, and security infrastructure. Create and manage problem tickets in our tracking system, ensuring accurate documentation and timely updates. Verify caller information, troubleshoot problems, and provide clear, detailed resolutions. Maintain expertise on agency hardware, software, network configurations, and peripherals through ongoing training and self‑learning. Network & Security Management Manage and troubleshoot Cisco Meraki environments—switching, wireless, security appliances—and utilize the Meraki Dashboard. Configure and administer Palo Alto Networks firewalls, policies, threat prevention, Global Protect VPN, and Panorama. Monitor network activity proactively, identify anomalies, and resolve outages or security events swiftly. Manage VPN deployments, remote access, and site‑to‑site connectivity. Escalation & Leadership Serve as the final escalation point for Tier1 and Tier2 issues. Lead troubleshooting efforts on multi‑system, complex issues involving network, endpoint, and security platforms. Perform root cause analysis and contribute to process improvements. Mentor and train support staff to enhance troubleshooting skills and knowledge base understanding. Documentation & Knowledge Sharing Maintain thorough documentation of configurations, incidents, and resolutions. Develop knowledge base articles and job aids to improve team efficiency and consistency. Collaboration & Communication Effectively communicate technical information to internal teams and clients, and manage client expectations. Collaborate with vendors and third‑party support for escalated cases requiring external expertise. Additional Duties Participate in on‑call rotation, providing after‑hours support as needed. Assist in training automation support staff and contribute to SOP development. Qualifications & Experience Minimum of 4+ years working in MSP or IT helpdesk roles supporting enterprise environments. Proven hands-on experience with Cisco Meraki (MX, MR, SD‑WAN), Palo Alto Networks firewalls, and Cisco switching. Strong networking fundamentals: TCP/IP, VLANs, VPNs, DNS, DHCP, routing protocols. Familiarity with VMware vSphere, Horizon View, or VDI environments is a plus. Relevant certifications such as CCNA, PCNSE, CompTIA Network+/Security+, or equivalent are . Experience with SIEM tools, endpoint detection, or cybersecurity monitoring platforms is advantageous. Excellent communication skills, ability to troubleshoot complex issues, and a strong work ethic. Self‑motivated, trainable candidates eager to develop their skills and grow professionally are encouraged to apply. What We Offer Competitive salary range: $40,000 – $70,000 per year, based on experience and skillset. Opportunities for career advancement—achievable salary increases within the first year for fast learners and high performers. Comprehensive benefits package: health, dental, vision insurance, and PTO. Supportive team environment with remote work flexibility. Investment in your professional growth through ongoing training and mentorship. Ideal Candidate Profile A recent graduate or candidate with 1+ year customer service or IT support experience, keen to develop advanced troubleshooting skills. A responsible, quick learner with a positive attitude and strong work ethic who is committed to solving complex problems and advancing their IT career. #J-18808-Ljbffr