Tier 2 Network Support Technician

About the role

We are seeking a Tier 2 Network Support Technician to independently troubleshoot and resolve escalated network issues. This fully remote position focuses on WAN/LAN environments, broadband connections, VPNs, routing, switching, DHCP, and DNS.

Key responsibilities

• Provide Tier 2 technical support for network connectivity and infrastructure issues escalated from Tier 1.
• Troubleshoot and resolve WAN/LAN, broadband/internet, VPN, routing, switching, DHCP, and DNS problems.
• Investigate ISP and circuit outages, coordinate with carriers, and manage escalation cases.
• Work directly with ISPs, carriers, and telecom providers to open, manage, and resolve circuit‑related incidents.
• Diagnose network equipment and configurations in Meraki and/or Fortinet environments.
• Analyze root causes, implement solutions, and document findings in the ticketing system.
• Take ownership of escalated tickets from start to resolution, keeping stakeholders informed.
• Escalate complex or recurring issues to senior engineers when necessary.

Required profile

• Minimum 3 years of professional experience in Network Support, NOC, or similar roles.
• Strong hands‑on troubleshooting skills across WAN/LAN, broadband, VPN, routing, switching, DHCP, and DNS.
• Proven experience working directly with ISPs/carriers to resolve connectivity issues.
• Ability to work independently without relying exclusively on Tier 1 or senior engineers.
• Excellent written and verbal English communication skills.
• Detail‑oriented documentation and ticketing proficiency.

Required skills

• WAN/LAN networking
• Broadband/Internet connectivity
• VPN configuration and troubleshooting
• Routing and switching
• DHCP and DNS management
• Meraki platform
• Fortinet platform

What we offer

• 100 % remote work arrangement.
• Competitive monthly pay ranging from $1,300 to $1,600, based on experience and English proficiency.