Network Support Specialist, L2

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...

• Provides advanced application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments, working on behalf of managed services clients.
• Diagnose and resolve network related issues such as slow internet speeds, connection drops, Wi-Fi issues, and site to site VPN tunnel disconnections.
• Troubleshoots LAN/WAN, SD-WAN, routing, switching, VPN, firewall, and VoIP equipment, including a broad range of devices (Cisco, Meraki, Fortinet, etc.)
• Ensure network connectivity of appropriate devices, servers, telephony equipment, etc., including management of client remote work and BYOD initiatives, in accordance with client needs and security policies and in coordination with Managed Solution Networking/Security teams.
• Secures client networks by implementing and enforcing appropriate security protocols, in coordination with client Points of Contact and Managed Solution Networking/Security teams.
• Coordinates with client points of contact and Managed Solution teams to resolve issues and provide proactive communication regarding network incidents, outages, and maintenances.
• Available for occasional after hours support in emergency situations as part of an on-call rotation.
• Communicates with client vendors to establish root cause and coordinate resolution for outages and other issues on the vendor side.
• Assists security team in monitoring client environments for suspicious activity/threats and responds quickly to security alerts and incidents in accordance with Company standards.
• Researches enhancements, tunes existing network monitoring alerts, and adds additional alerts as needed to ensure client uptime and environment stability.
• Proactively implements security patches and coordinates with Backup/Disaster Recovery team members as necessary to ensure continuity and security within client environments.
• Adhering to client service level agreements and team performance goals while prioritizing, resolving and/or escalating issues in accordance with Company policy.
• Communicating technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients.
• Effectively documenting …