We are seeking a technically-minded, customer-focused Network Support Technician to provide high-quality connectivity support for our specialized client sites, including marinas.

Role Overview

We are seeking a technically-minded, customer-focused Network Support Technician to provide high-quality connectivity support for our specialized client sites, including marinas.

This role is a hybrid of NOC Monitoring and Technical Help Desk. You will be responsible for maintaining the health of site-wide infrastructure while acting as a "calm expert" for customers who need assistance connecting their devices to our wireless networks. This position is ideal for someone passionate about networking who enjoys solving real-world connectivity puzzles in a modern, controller-based environment.

Key Responsibilities

• End-User Connectivity Support: Serve as the primary point of contact for slip holders and residents. Troubleshoot device-specific issues (smart TVs, laptops, mobile devices, and marine electronics) to ensure a successful connection to the network.
• Infrastructure Monitoring: Proactively monitor network health via Cloud Management Dashboards. Identify offline Access Points, switches, or gateways before the client even notices.
• Incident Triage & Diagnosis: Determine if a reported issue is an isolated user problem (e.g., weak device antenna) or a broader network outage (e.g., backhaul failure).
• Network Optimization: Use controller data to analyze client signal strength, interference, and throughput to resolve "slow internet" complaints.
• Documentation & Hand-offs: Meticulously log all interactions and technical findings in our PSA (Ticketing) system to ensure the weekday engineering team has a clear "paper trail" for any required escalations.

Technical Stack & Skills

• Controller-Based Management: Proficiency in navigating centralized network controllers (e.g., Ubiquiti UniFi, Cisco Meraki, TP-Link Omada, or Ruckus). You should be comfortable checking "Client Experience" scores and port configurations via a GUI.
• Network Foundations: A solid grasp of TCP/IP, DNS, DHCP, and 802.11 WiFi standards. You should understand the "path" a packet takes from a boat's tablet to the internet gateway.
• Diplomatic Communication: Exceptional customer service skills. You can translate complex networking concepts into simple instructions for non-technical users while maintaining a professional and helpful demeanor.
• MSP Workflow Knowledge: Familiarity with using ticketing platforms to manage a workday.

Preferred Qualifications

• Previous experience in an MSP or WISP (Wireless ISP) environment.
• Currently pursuing or holding a CompTIA Network+ or Cisco CCNA certification.
• Experience with outdoor wireless deployments or "Smart Marina" technology is a significant plus.