The Level 2 Network Support Specialist position exists within Security System's Managed Network Operations Center, which is focused on providing enterprise-scale network customers with a world class support experience. They provides this portfolio of customers with a diverse bundle of managed communications, networking, and security solutions. Those managed solutions include Internet, Phones, VPNs, WiFi, integrated backup, LAN switching, security alarm monitoring, and video services. This role engages with those customers and technologies directly.

 

The Network Support Specialist role was purposefully designed to meet these customer's unique business and technology support needs for the enterprise managed network services bundle provides. This primary responsibility of the Level 2 Network Support Specialist is to play a key role in enabling a seamless customer-driven support experience for the complex networks being supported.

 

The chief duties of this role are to manage expedient resolution of all associated voice/data network services. As a Level 2 Network Support Specialist, this function sits in between a Helpdesk and Level 1 support organization and Network Operations and Engineering. The Level 2 team members are required to be OSI model and network fault isolation experts, so are required to have extensive experience with IP-based Voice/Data network configuration, delivery, or support knowledge. This role acts as the primary endpoint for technical escalation and fault isolation for customer network-driven events, immediately prior to engaging engineering resources from within the network organization.

 

REQUIREMENTS:

* Bachelor's degree or equivalent experience required

* Minimum of 2-3 years of practical experience with a technology service provider

* Very strong working knowledge and practical application of the OSI Model

* Experience working within a technology delivery or support operation; ie. NOC, Field, HelpDesk, Call Center, or Provisioning/Delivery organization

* Strong written and verbal communications skills; both from a highly technical and very non-technical audience perspective

* Strong working understanding of IP-based voice and data networking fault isolation fundamentals

* Proven experience supporting technology services for large customers

* Willingness to assume ownership and responsibility and seeing problems through to the end, and keeping all necessary parties informed throughout the process

* Ability to work independently manage priorities effectively

* Candidate must demonstrate exceptionally strong written and verbal communication skills

* Possess strong diagnostic and fault isolation techniques

* Proficiency with all primary Microsoft Office and related software applications

* Be a quick learner and possess a strong sense of self-motivation

* Knowledge of data networking, including TCP/IP, UDP/IP, ICMP, DNS, VPN, routing, bridging, and switching

* Experience supporting voice services at some level

* Maintains strong values of integrity, commitment, and self-improvement

* Solid understanding of IT Security best practices

* High quality customer service skills

* Ability to work well with others on a team or alone on projects

* Awareness of ITSM and ITIL platforms and process