Job Summary:
We are seeking a Tier 2 Network Administrator to join a growing team at a local MSP. The ideal candidate will provide advanced technical support and network administration for our diverse client base. You will troubleshoot escalated issues, perform proactive network monitoring, and assist with client infrastructure upgrades. This role requires strong problem-solving skills, excellent customer service, and a deep understanding of network protocols and technologies.
Key Responsibilities:
- Provide Tier 2 technical support to clients, including troubleshooting complex network, hardware, and software issues.
- Monitor and manage client networks using remote monitoring and management (RMM) tools.
- Configure, maintain, and troubleshoot network devices such as routers, switches, firewalls, and wireless access points.
- Assist with escalated tickets from Tier 1 support, working to resolve issues efficiently while minimizing client downtime.
- Perform network assessments and recommend solutions for network optimization, security, and performance improvements.
- Manage and maintain Active Directory, DNS, DHCP, and VPN configurations for multiple clients.
- Install and upgrade network hardware and software as needed.
- Work with third-party vendors for issue resolution and hardware replacements.
- Participate in on-call rotation for after-hours support as required.
- Document all work performed, including detailed ticket notes, network diagrams, and client documentation.
- Collaborate with the engineering and Tier 3 support teams to handle complex escalations and network designs.
Required Skills and Qualifications:
- 2+ years of experience in a network administration or network support role, preferably within an MSP environment.
- Strong knowledge of network protocols (TCP/IP, BGP, OSPF, VLANs, VPNs, etc.).
- Hands-on experience with network hardware (routers, switches, firewalls) from vendors such as Cisco, Fortinet, Meraki, and Ubiquiti.
- Proficient with Windows Server administration (Active Directory, DNS, DHCP, Group Policy).
- Experience with firewall management and security (Fortinet, SonicWall, Palo Alto).
- Familiarity with remote monitoring and management (RMM) and Professional Services Automation (PSA) tools.
- Excellent troubleshooting skills and ability to diagnose network performance issues.
- Strong customer service and communication skills to interact with both technical and non-technical clients.
- Certifications such as CCNA, CompTIA Network+, Fortinet NSE, or similar are highly preferred.
Preferred Skills:
- Experience with cloud technologies (AWS, Azure, Office 365).
- Knowledge of virtualization platforms (VMware, Hyper-V).
- Scripting knowledge (PowerShell, Python) to automate network tasks.