Network Technician - Tier 2

At Net Friends, our aim is to deliver an amazing, seamless experience to our customers, and we do this by hiring great people who are friendly, energetic, and passionate about their work; this enables our clients to receive the best in technological consultation and implementation, and most importantly, customer service. We constantly strive to preserve and improve our existing company culture, which allows our team members to have an enviable work/life balance. Join us! ROLE AND LOCATION This position is based out of our headquarters in Durham, NC, and requires travel to customer locations in surrounding counties as needed. The primary work schedule is Monday through Friday, 8:30 a.m. to 5:30 p.m., with travel to customer locations in surrounding counties as needed. Following successful completion of onboarding and role-specific training, this position participates in a rotating after-hours support schedule to help ensure continuous service for our clients. This position has an annual salary range of $70,000–$80,000. What You’ll Do As a Tier 2 Network Technician, you’ll provide support for a diverse group of customers in the greater Raleigh-Durham area. Primary duties will include: Participate in full managed network product lifecycle, including scoping, planning, configuration and deployment projects, and ongoing support/maintenance Act as first point of escalation for incidents and requests; perform in-depth troubleshooting and progress cases until resolved or further escalation as required Ensure security and functionality of managed systems by providing regular scheduled maintenance Perform investigation into alerts, notifications, and conditions impacting tools or systems under your team’s management Monitor and maintain tools under your team’s management, including internal systems Handle all aspects of customer communications and engagements What We’re Looking For We seek a technician who is comfortable and experienced with incident/alert handling, and has strong troubleshooting, documentation, and communication skills. This person should have experience with configuration and administration of network firewalls, switches, and wireless infrastructure. Should have experience working on assigned tasks within an organized project management framework, and must be able to work confidently and independently (within our team structure) to provide technical support to all levels of client personnel. Education And Previous Experience At least three years of relevant focused networking experience [Preferred] At least 1 Advanced Networking certification: such as Palo Alto PCNSA/PCNSE, Cisco CCNA/CCNP, CMSS (Meraki), AZ-700 (Azure), and CWNA/CWDP (Wireless certs) Required Skills Strong working knowledge of network firewall, switching, routing, VPN, wireless network management, and network security Project management experience Must demonstrate strong problem solving and troubleshooting skills with the ability to quickly become proficient with a wide range of technologies/vendors Must have the ability to research technologies thoroughly, follow diagrams or written instructions accurately, and quickly analyze information to resolve complex issues Must be able to effectively prioritize and manage multiple projects, tasks, and issues simultaneously Knowledge of Information Technology best practices, standards, and terminology Additional Preferred Qualifications Familiarity with Aruba, Palo Alto, Ubiquiti/UniFi, Meraki, Cisco, SonicWall, or equivalent networking platforms Experience managing enterprise networks or working for a Managed Service Provider (MSP) Linux experience or certifications Wireless design; including site surveys and predictive planning software Network protocol analysis for troubleshooting using packet capture tools such as Wireshark Understanding of network security concepts and security alert escalations Customer facing experience is a plus What You Bring To The Table Professional presentation with an approachable personality Superior customer support Professional spoken and written communication skills, including correct usage of punctuation and grammar The ability to estimate task duration and accurately track time SOME FRIENDLY TIPS Net Friends considers relationship-building skills, personal integrity, and thoroughly professional conduct to be just as important as technical expertise. We really pay attention to how you introduce yourself in your cover letter. So, put your best foot forward! WHY SHOULD YOU APPLY? We are an equal opportunity employer. We offer a comprehensive benefit package including three medical options: Base, Buy-up and HDHP w/HSA (Base Plan is free for employee-only as is Dental and Vision). Company paid Life/AD&D, STD and LTD. 401K plan with Match, plus generous paid days off, sick leave, and paid holidays Monthly phone and internet stipend. We believe in an open, collaborate environment that encourages you to learn, grow and succeed. We believe in work-life balance. You’re more than an employee to us, you’re a [net] friend! #J-18808-Ljbffr