Network Support Specialist, Tier 2

About this role

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

New Era Technology offers:

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

SUMMARY: The Network Engineer is responsible for the delivery of high-quality IT technical professional services to our clientele.  These services may include consulting, on-site or remote troubleshooting, and support for clients with various network technologies, installation and integration, migration services.  The Systems Engineer must demonstrate superior proficiency in the performance of these services.  Dedication to quality and customer satisfaction are critical success factors for this position.

PRIMARY DUTIES include but are not limited to:

• 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.

COMPETENCIES:

• Outstanding capabilities to troubleshoot and correct network issues.

• Strong broad-based knowledge of Network hardware, Operating systems (client and server), networking products, connectivity, and cabling.

• Ability to communicate effectively and professionally with all customer contacts.

• Ability to provide clear written communication for ticket/project updates.

• Clear written communication to maintain organization and control over all information related to customer tickets and assignments.

• Excellent verbal skills for customer interaction.

• Excellent documentation skills.

• Dedicated to always providing exceptional customer service.

• Proficiency in all aspects of the core technical requirements.

• Strong team collaboration skills.

REQUIRED EXPERIENCE REQUIRED :

• 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.

PREFERRED CERTIFICATIONS/Skills:

• Cisco CCNA required.

• Cisco CCNP preferred.

• Experience with multiple network technology stacks. (Solar Winds and Auvik)

• Knowledge and experience in network virtualization technologies. (Azure and AWS)

• Experience in MSP’s with tools such as Connectwise or ITGlue is a bonus.

• Knowledge of VOIP systems is a bonus.

EXPECTED HOURS OF WORK: Full-time position working 40 hours per week. Overtime hours may be required.

TRAVEL: Travel is required, but only occasionally, and is less than 10%.

PHYSICAL DEMANDS :

• Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.

• Regular, repetitive movements such as typing, mouse movements, and scrolling. Ability to hear and understand spoken communications, both in person and via remote communication tools (e.g., phone, video conferencing).

• Ability to see and read computer screens and printed documents, as well as adjust focus. This includes prolonged periods of looking at a computer screen.

LANGUAGE SKILLS: English

QUALIFICATIONS: T o perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status.

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing no

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