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...

Client Network Support & Troubleshooting

• Serve 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 & Compliance

• Secure 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 & Collaboration

• Provide 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 & Operations

• Mentor 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.