Responsibilities
- Deliver exceptional support services to ensure high levels of customer satisfaction.
- Maintain high productivity when handling customer support tickets and project assignments.
- Effectively prioritize tasks based on the status of tickets and projects.
- Diagnose and resolve network security problems, escalating complex cases as needed.
- Ensure accuracy and completeness in ticket documentation and management.
- Provide professional customer service via phone, video calls, and email.
- Occasionally visit nearby client locations, with travel accounting for less than 5% of time.
- Participate in an on-call rotation schedule as required.
- Contribute to efforts aimed at improving internal processes and support workflows.
- Accurately document customer network environments and configurations.
Requirements
- 2 to 3 years of experience in a Tier 2 Network Security Support role.
- Ability to detect, investigate, and resolve security alerts such as phishing, ransomware, and malware.
- Demonstrated understanding of system security fundamentals and maintenance best practices.
- Experience supporting the planning and implementation of hardware and firmware upgrades.
- Solid technical understanding of current network devices, protocols, and security standards.
- Basic understanding of how networking principles intersect with cybersecurity practices.
Nice to Have
- CompTIA Security+ certification.
- Hands-on experience with multiple network monitoring platforms, including SolarWinds and Auvik.
- Familiarity with RMM tools such as N-able, ScreenConnect, and Automate.
- Background in network virtualization technologies, particularly Azure and AWS.
- Prior experience in managed service provider environments using platforms like ConnectWise or ITGlue.
Work Arrangement
Remote
Other
- Applicants must be located within the United States.
- This position does not offer visa sponsorship.
- Full-time role requiring 40 hours of work per week.
- Standard work hours are Monday through Friday, 8:00 AM to 5:00 PM Eastern Time.
- On-call duty occurs once every four weeks for one week.
- Overtime may be necessary depending on workload or incidents.
- Occasional local travel is required, representing less than 5% of total time.
- Frequent use of hands and fingers to operate computers and standard office equipment.
- Repetitive motions including typing, mouse use, and scrolling are routine.
- Ability to clearly hear and comprehend verbal communication through in-person and remote channels.
- Ability to read digital and printed materials, including extended screen viewing.
