WFH Tier II Network Support Specialist

Job Summary

We are seeking an experienced Tier II Network Support Specialist to provide advanced remote support for escalated network and connectivity issues. This role troubleshoots and administers switches, routers, wireless access points, VLANs, IP connectivity, DHCP, DNS, and other network infrastructure while supporting Tier I teams and field technicians.

You will work closely with Network Operations and Engineering to diagnose outages, restore services, maintain network infrastructure, and resolve complex issues across multi-vendor environments.

Schedule

• Monday-Friday, 8:00 AM-5:00 PM CT, with a 1-hour unpaid break

• On-Call: After-hours rotation, including nights, weekends, holidays, and emergency outages

Responsibilities

• Resolve escalated issues involving network connectivity, switches, routers, wireless APs, and customer-premise equipment

• Diagnose VLAN, DHCP, DNS, TCP/IP, subnetting, wireless, and network performance issues

• Configure and administer managed switches, routers, and APs through SSH, console/serial, and web GUI

• Configure production switches, including management IPs, VLANs, access/trunk ports, PoE, STP/RSTP, LACP/LAG, NTP, SNMP/syslog, and configuration backups

• Trace network paths from clients/APs through access switches, IDF/MDF/distribution equipment, and gateways to identify failures

• Troubleshoot wireless connectivity, AP adoption/controllers, SSIDs, VLAN assignments, RSSI, channel interference, and PoE issues

• Use monitoring, management, and ticketing systems along with tools such as ping, traceroute, ARP, MAC tables, LLDP/CDP, interface statistics, logs, and DHCP/DNS testing

• Provide remote guidance to field technicians for equipment identification, cabling, console access, and physical troubleshooting

• Manage tickets based on severity, customer impact, and service expectations

• Document troubleshooting steps, commands, configuration changes, findings, root cause, resolution, and recommended follow-up

• Escalate complex issues to Network Operations or Tier III/Engineering with complete technical evidence

• Support network maintenance, upgrades, equipment replacements, and service restoration

• Use AI tools such as ChatGPT, Claude, or Gemini to research issues, analyze logs, and develop troubleshooting approaches while independently validating recommendations before applying them

• Identify recurring issues and recommend improvements to processes, documentation, and network operations

• Communicate effectively with customers, field technicians, property representatives, and internal technical teams

Requirements

• 2-4 years of experience in network/technical support, ISP, MSP, NOC, hospitality, MDU, or similar environments

• Hands-on experience configuring and troubleshooting managed switches, routers, wireless APs, and network infrastructure

• Strong knowledge of VLANs, IPv4, subnetting, CIDR, DHCP, DNS, TCP/IP, and Layer 2/Layer 3 troubleshooting

• Proficiency with access/trunk ports, tagged/untagged VLANs, native VLANs/PVIDs, allowed VLANs, and management VLANs

• Working knowledge of STP/RSTP, LACP/LAG, LLDP/CDP, MAC address tables, ARP, PoE, SFP/SFP+/SFP28, and fiber/copper Ethernet

• Ability to provision a factory-default managed switch, configure it for production, and back up/validate its configuration

• Experience with remote hardware management using SSH, console/serial, and web interfaces; SSH should be preferred over Telnet when available

• Strong wireless troubleshooting skills, including AP connectivity, SSIDs, VLAN assignment, signal strength, interference, controllers, and PoE

• Ability to independently troubleshoot unfamiliar hardware, commands, errors, and network behavior without relying solely on predefined scripts

• Ability to support multi-vendor environments and quickly learn unfamiliar platforms

• Ability to remotely direct field technicians through physical troubleshooting and diagnostic procedures

• Strong written and verbal English communication skills

• Excellent problem-solving, organization, documentation, and time-management skills

• Proficiency with Microsoft Office, ticketing platforms, and technical documentation tools

• Ability to safely and effectively use AI tools for network troubleshooting and analysis

Education & Certification

• High school diploma or equivalent required

• Associate degree in Networking, IT, or a related field pref