Network Support Specialist, L2

Managed Solution

Provide expert technical support to managed services clients in a 24/7/365 environment. Troubleshoot complex network issues and collaborate with client stakeholders.

Posted 5/22/2026full-timeSan Diego • California • 🇺🇸 United StatesMid-LevelSenior💰 $30 - $41 per hourWebsite

Tech Stack

Tools & technologies

AzureFirewallsSwitchingVoIP

About the role

Key responsibilities & impact

Provide expert-level technical support to managed services clients in a 24/7/365 environment.
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.
Execute T&M billable network project tasks including: updating and optimizing firewall configurations; 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.
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 to maximize client uptime and environment stability.
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.

Requirements

What you’ll need

Associate’s or Bachelor’s degree in Computer Science or a related field, plus 3+ years of advanced troubleshooting experience in networking, server/OS, desktop, and/or virtualization environments.
Previous experience in a multi-client Managed Services and/or Managed Security Operations Center (MSOC/NOC) helpdesk environment strongly preferred.
Demonstrated hands-on experience in mid-market or enterprise-scale network environments (500+ seat organizations or multi-site complexity).
Proven ability to manage and prioritize multiple client issues simultaneously in a fast-paced, SLA-driven environment.
Strong organizational and problem-solving skills with a demonstrated history of ownership and accountability.
Excellent oral and written English communication skills, with the ability to convey technical concepts clearly to non-technical stakeholders.
Demonstrated integrity and ability to maintain strict client confidentiality.
Outgoing, enthusiastic approach to customer service with a drive to deliver exceptional support to both internal and external stakeholders.

Benefits

Comp & perks

PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days
Holidays – Managed Solution celebrates 7 paid holidays each year Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs)
Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7
$100K Life/AD&D policy provided for all employees, free of charge!
Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
$80/Month Cell Phone + Internet Reimbursement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

network troubleshootingLANWANSD-WANVPNfirewall configurationCisco FirepowerCisco NexusAzure Virtual NetworkDHCP

Soft Skills

problem-solvingorganizational skillscommunication skillscustomer serviceaccountabilityintegrityprofessionalismconfidentialityownershipenthusiasm

Certifications

Associate’s degreeBachelor’s degree