Tier 2 Network Engineer, End User Support

Title: Tier 2 Network Engineer

About the Role

We are looking for a Tier 2 Network Engineer to join our managed services support team and take ownership of advanced network troubleshooting across a diverse client base. In this role, you will work through complex technical issues, make sound decisions in real time, and contribute to both customer support and internal engineering improvement efforts.

Core Responsibilities

• Respond to customer support requests through tickets, phone, and email, resolving advanced networking issues with urgency and sound judgment
• Troubleshoot and support switches, routers, firewalls, VPNs, and related network infrastructure across client environments
• Diagnose recurring issues, identify root causes, and implement practical solutions to reduce repeat incidents
• Document resolutions clearly and contribute knowledge base articles to strengthen team-wide support capabilities
• Collaborate with other engineers on escalations, internal projects, and network design initiatives
• Track time, activity, and communication accurately across internal systems
• Participate in certification training and maintain relevant technical credentials
• Join an on-call rotation and support client needs outside standard hours when required