Network Support Specialist (Tier 3)

This specialist leads the resolution of complex issues, drawing on deep technical expertise to deliver tailored solutions that meet each client’s unique needs. By doing so, the Network Support Specialist (Tier 3) is instrumental in upholding the company’s reputation for exceptional service.

Job Summary

The Network Support Specialist (Tier 3) plays a vital role in providing clients with comprehensive medium to advanced level support services. This specialist leads the resolution of complex issues, drawing on deep technical expertise to deliver tailored solutions that meet each client’s unique needs. By doing so, the Network Support Specialist (Tier 3) is instrumental in upholding the company’s reputation for exceptional service. Their advanced skills help ensure the company continues to offer innovative, cutting-edge technology solutions that empower clients to thrive within their IT environments.

Key Result Areas/Main Tasks

• Install and configure networking equipment, including switches, wireless access points, and servers for seamless connectivity and robust network operations.
• Set up and manage server operating systems, including Active Directory, DNS, and DHCP, to ensure secure authentication, name resolution, and automated IP address assignment.
• Install, configure, and troubleshoot Microsoft Exchange servers and Office 365 applications, including mailbox migrations and email delivery issues.
• Plan, execute, and maintain network cabling infrastructure to optimize data transmission and ensure reliable connectivity.
• Utilize PowerShell scripting to automate IT tasks, streamline processes, and enhance infrastructure efficiency.
• Deploy and manage cloud-based solutions, such as SharePoint and Azure, including setting permissions, access controls, and virtual server configurations for scalability and security.
• Install and configure backup applications and storage solutions, establishing regular schedules and ensuring effective data restoration.
• Install, configure, and maintain SQL Server databases for secure, reliable, and high performance data management.
• Configure Cisco routers and firewalls, implementing security measures to protect network infrastructure and establish efficient communication.
• Troubleshoot and resolve mid- to advanced-level hardware and software issues, providing technical recommendations and minimizing disruptions.
• Develop and maintain comprehensive technical documentation, including network topology diagrams, configurations, and backup procedures.
• Provide guidance and escalation support to Tier 1-2 technicians, fostering collaboration and resolving complex technical challenges.
• Deliver after-hours client support and routine maintenance at client sites to ensure continuous service availability and network optimization.
• Collaborate with third-party vendors to resolve hardware and software issues and proactively escalate problems to relevant stakeholders.
• Maintain certifications and stay up-to-date with industry trends to support ongoing professional development and service excellence.

Required Competencies

• Attentive to detail
• Strong organizational skills
• Ability to multi-task and deliver against competing priorities with accuracy
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and a proactive approach to job
• Self-motivated
• Confidentiality and trustworthiness
• Excellent customer service skills
• Open to direction
• Has a valid driver’s license

Desired Competencies

• Courteous and professional manner
• Good verbal and written English communication skills
• Collaborative work style and commitment to get the job done
• Ability to relate to a diverse working environment

Working Environment

The Network Support Specialist is required to work at various client sites as well as the company

Offices

Desired Qualifications/Experience

• 4+ years
• Associate degree IT, Computer Science, Software Engineering or other related field
• A+, Network+, Server+ (or above)
• Security+ (Required)
• MCSA/MCSE
• CCNA/CCNP