Network Support Specialist, L2

Job Description

Job Description:\n\nDescription: Why clients love us: We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts! The value you'll bring: As a senior member of the Managed Operations Center, the Network Support Specialist, Level 2 will provide expert-level technical support to managed services clients in a 24/7/365 environment and will be responsible for the following... Client Network Support & TroubleshootingServe as an escalation point for advanced network issues, including slow WAN performance, connection drops, site-to-site VPN tunnel failures, and firewall policy conflicts across a multi-client managed services portfolio. Troubleshoot and resolve issues across LAN/WAN, SD-WAN (Aryaka), routing, switching, VPN, firewall, and VoIP infrastructure spanning mid-market and enterprise-scale environments. Diagnose and resolve issues on Cisco Firepower Firewalls, Cisco Nexus and Catalyst Switches, and other network devices, leveraging deep platform knowledge to minimize client downtime. Manage client remote access and BYOD initiatives, including Always-On VPN and IPSEC VPN services, in alignment with client security policies and MOC standards. Consistently meets or exceeds department KPIs – including ticket response and resolution times, customer satisfaction (CSAT) scores, SLA compliance rates – in alignment with MOC performance standards. Project & Billable Work (T&M)Execute T&M billable network project tasks including: updating and optimizing firewall configurations (Cisco Firepower); implementing net-new routing, DHCP, and DMZ configurations; deploying IPSEC and Always-On VPN services; and configuring Azure Virtual Network Gateways and related Azure networking components. Coordinate with client Points of Contact and internal Managed Solution Networking/Security teams to scope, plan, and complete project deliverables within agreed timelines and SLAs. Document all project work, configuration changes, and outcomes thoroughly in ConnectWise in accordance with company standards. Security & ComplianceSecure client networks by implementing and enforcing security protocols in coordination with client stakeholders and the Managed Solution Networking/Security team. Monitor client environments for suspicious activity and threats; respond quickly to security alerts and incidents per company standards. Proactively implement security patches and coordinate with the Backup/Disaster Recovery team to ensure continuity and security across client environments. Assist in tuning and expanding network monitoring alerts (LogicMonitor, Perch, SentinelOne) to maximize client uptime and environment stability. Communication & CollaborationProvide proactive, clear communication to clients and internal teams regarding network incidents, outages, and scheduled maintenances. Communicate with third-party client vendors to establish root cause and coordinate resolution for outages and other externally-caused issues. Document client communications, network/system configurations, and resolution efforts in ConnectWise in accordance with company standards. Maintain a high degree of professionalism, confidentiality, and integrity when accessing client systems and supporting mission-critical environments. Team Development & OperationsMentor and train L1 and junior team members on network tools, security policies, and incident response best practices. Participate in an on-call rotation for occasional after-hours emergency support. Adhere to client SLAs and team performance goals; prioritize, resolve, and/or escalate issues per company policy. Comply with all company policies and procedures. Other responsibilities as assigned. Note: This position is eligible for full remote status for individuals who will work from a home office in state with Managed Solution payroll operations. Individuals located in San Diego county, California, will be required to work as assigned, which may include working onsite from our headquarters; working from a remote home office; or reporting to a client site.Requirements: Education and Work Experience Requirements:Associate’s or Bachelor’s degree in Computer Science or a related field, plus 3+ years of advanced troubleshooting experience in networking, server/OS, desktop, and/or virtualization environments. Equivalent combinations of education and experience will be considered. Previous experience in a multi-client Managed Services and/or Managed Security Operations Center (MSOC/NOC) helpdesk environment strongly preferred. Demonstrated hands-on experience in mid-market or enterprise-scale network environments (500+ seat organizations or multi-site complexity). Proven ability to manage and prioritize multiple client issues simultaneously in a fast-paced, SLA-driven environment. Strong organizational and problem-solving skills with a demonstrated history of ownership and accountability. Excellent oral and written English communication skills, with the ability to convey technical concepts clearly to non-technical stakeholders. Demonstrated integrity and ability to maintain strict client confidentiality. Outgoing, enthusiastic approach to customer service with a drive to deliver exceptional support to both internal and external stakeholders. Technical Skills/Competencies: Networking Platforms (Required)Cisco Firepower Firewalls — firewall policy management, NAT, access control, IPS/IDS configuration, and troubleshooting. Cisco Nexus and Catalyst Switches — VLAN management, trunking, spanning tree, port configuration, and multi-site switching environments. Aryaka SD-WAN — configuration, optimization, and troubleshooting in managed WAN environments. VPN Services — IPSEC site-to-site and Always-On remote access VPN design, implementation, and support. LAN/WAN administration: DHCP, DNS, VLANs, DMZ, NAT, MPLS, SSL/IPSEC connection points, and wireless technologies. Cloud & VirtualizationMicrosoft Azure — Azure Virtual Network Gateway configuration and management; experience with Azure networking concepts (VNets, NSGs, route tables) required. Additional experience with Azure or other public/private cloud environments (AWS, GCP) is a plus. Virtualization technologies (VMware, Hyper-V) are a plus. Security & Monitoring ToolsNetwork Monitoring & Endpoint Management: LogicMonitor, Perch, SentinelOne, or equivalent platforms. Security operations experience in monitoring client environments and responding to alerts/incidents. Systems & ApplicationsStrong proficiency in Microsoft 365 administration and troubleshooting. Expert-level Windows troubleshooting (desktop and server OS); Microsoft Exchange and Active Directory proficiency. Ticketing system experience required; ConnectWise strongly preferred. Apple/macOS/iOS or Linux proficiency is a plus. Certifications (Highly Desired)Cisco: CCNA, CCNP, or Cisco Meraki Solutions Specialist Fortinet: NSE 5 or higher Microsoft: Azure Administrator (AZ-104) or equivalent Aryaka or SD-WAN vendor certifications a plus Note: Candidates may be required to obtain and/or maintain relevant certifications as a condition of continued employment. Shift + Availability: Managed Solution operates on a 24x7 basis, supporting clients around the globe. Shifts are assigned by management in accordance with Company needs. Physical Demands: The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver 10 pound objects and occasionally lift and maneuver 50 pound objects; to communicate in written and spoken English; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Managed Solution is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation. Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards. Must be able to talk, listen and speak clearly on telephone. E-Verify Participation: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Managed Solution participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information, see Compensation & Benefits* Base Wage Range: $29.50 to $41.00 per hour Managed Solution considers a range of factors when determining an appropriate wage. Such factors include but are not limited to: years of related experience, industry knowledge, formal education, relevant certifications, and geographic location. Wages are paid as earned and in accordance with Company policies. Additional Perks:PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+ 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days Holidays – Managed Solution celebrates 7 paid holidays each year Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service! Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs) Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7 $100K Life/AD&D policy provided for all employees, free of charge! Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more! $80/Month Cell Phone + Internet Reimbursement *All Company compensation and benefits programs are subject to Company policy and plan documents and are subject to change at Company’s sole discretion. Why our employees love working here: We believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive. As we grow, we are anchored and driven by our Core Values: I <3 IT!Integrity – We demonstrate consistent, trustworthy behavior. We are honest with everyone, take ownership (even in the face of failure), and do the right thing... even when no one is looking.Heart – We show genuine care for our community, our customers, and our culture. We believe people are at the heart of IT! We are authentic, inclusive, and take time to celebrate and enjoy one another's company.Innovation – We cultivate a diverse work environment and forward-thinking business by supporting an open exchange of ideas, driven by creativity and collaboration. We're dedicated to consistently delivering excellence through a ‘yes- to- what’s-next’ attitude.Teamwork – We work together and support one another to achieve a clear, common goal, while taking accountability for our own contribution's and the overall team's success. Inclusion & Equal opportunity employment: We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Managed Solution are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. At Managed Solution we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Application Information and Hiring Timeline: Due to the ever-changing hiring needs of our Company, Managed Solution accepts applications for this role on an ongoing basis. If you have applied previously but have not been selected, please feel free to apply as often as monthly if you remain qualified, eligible, and interested in the position as outlined herein. Use the “apply” button to submit your application*. *By submitting a resume, you agree to the terms and conditions of our Job Applicant Privacy Policy.