Senior IT Support Specialist – Network Operations - Remote

Overview

We’re looking for a Senior IT Support Specialist – Network Operations with strong networking skills to join our IT support team. This role involves advanced technical support responsibilities, complex troubleshooting, and hands-on experience with network-related tasks.

In Short

• Provide advanced support for end-users, resolving complex issues beyond basic troubleshooting.
• Troubleshoot network-related issues such as connectivity problems, VPN access, and configuration errors.
• Handle escalated tickets from lower-level teams and offer mentorship when needed.
• Diagnose and resolve LAN/WAN issues, including routers, switches, firewalls, and related infrastructure.
• Monitor network performance to prevent downtime.
• Take ownership of complex or high-priority incidents and ensure timely resolution.
• Work alongside network engineers, sysadmins, and IT leadership to support infrastructure.
• Support and configure systems integrated with the network (e.g., Active Directory, printers).
• Use tools such as SolarWinds or PRTG to monitor network health and performance.
• Deliver outstanding support and clear communication to non-technical users.

Requirements

• 5-8 years of experience in a service desk or technical support role, with strong networking exposure.
• Solid understanding of network systems and experience troubleshooting complex technical issues.
• Familiarity with ticketing systems such as ServiceNow, Jira, or Zendesk.
• Deep knowledge of TCP/IP, DNS, DHCP, VPNs, routing, switching, and firewalls.
• Experience with monitoring tools like Wireshark, SolarWinds, or PRTG.
• Hands-on with network hardware (e.g., Cisco, Juniper).
• Preferred certifications: CompTIA Network+, CCNA (or higher), ITIL Foundation.
• Strong communication and customer service skills.
• Ability to work independently and as part of a team.
• Excellent attention to detail and ability to juggle multiple tasks.

Benefits

• Competitive salary based on experience.
• Remote working opportunity.
• Supportive team environment.
• Opportunities for professional development and certification.
• Flexible working hours.