Network Support Specialist, Tier 2

New Era Technology

Network Support Specialist responsible for delivering IT technical services in a remote environment. Responsible for customer satisfaction and troubleshooting network issues.

Posted 7/9/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cyber SecurityDNSFirewalls

About the role

Key responsibilities & impact

Customer Satisfaction through the delivery of world class Support Services.
Optimizing productivity while assigned to customer tickets or projects.
Ability to prioritize work through ticket and project status.
Problem-solving and resolution of network issues and escalating where appropriate.
Ticket Quality Control and Ticket Management.
Customer Service including phone, video, and email communication.
Occasional on-site to nearby customers (less than 5%).
Occasional on-call responsibility/rotation.
Participation in process improvement initiatives.
Documentation skills for customer environments.

Requirements

What you’ll need

5-7 years’ experience as a Network Engineer.
Troubleshoot, Analyze, and configure LANs, WANs, and wireless networks, including routers, switches, firewalls, VPNs, and access points in a variety of models and vendors.
Proven experience with network capacity planning, network security principles, and general maintenance best practices.
Participate in planning and execution of new and existing equipment hardware and firmware upgrades.
Working technical knowledge of current network hardware, protocols, and internet standards, including routers, switches (layer 2/3), firewalls, remote access, MFA, DNS, BGP, OSPF, EIGRP, VLAN, and QoS.
Strong background with Cisco (ASA and Meraki), Fortinet, and Sonic Wall.
Excellent hardware troubleshooting experience.
Fundamental knowledge of Network relationship to cyber security principles and practices.

Benefits

Comp & perks

Full Benefits
Medical
Dental
Vision
401K match
28 PTO Days including company holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

TroubleshootingNetwork AnalysisConfiguration of RoutersConfiguration of SwitchesFirewall ManagementVPN ConfigurationAccess Point ManagementNetwork Capacity PlanningNetwork Maintenance Best PracticesDocumentation Skills

Soft Skills

Customer ServiceProblem-SolvingCommunication