Lead Network Support Specialist

Job Summary

A company is looking for a Lead Network Support Specialist to serve as a technical authority within their Managed Network Organization.

Key Responsibilities

• Manage and resolve complex client service issues, ensuring rapid issue resolution while maintaining compliance with service level agreements (SLAs)
• Act as a subject matter expert and escalation point for complex customer issues, providing mentorship to Tier 1 and Tier 2 support teams
• Participate in incident calls, utilizing technical skills to resolve network issues impacting customer services

Required Qualifications

• High School Diploma/GED with 7 years of experience in a related field, or equivalent combination of education and experience
• Extensive technical knowledge of network hardware, protocols, and Internet standards, including routers, switches, and firewalls
• Experience with ticketing systems and managing a ticket queue
• Ability to solve complex technical problems with minimal supervision and manage escalations effectively
• Proven experience with vendor agnostic network switching, network security, and routing equipment