Network Support Technician (Level II)

JOB SUMMARY

As a Network Support Technician (Level II), you'll support OneCloud customers across phone, email, and chat, providing advanced troubleshooting for VoIP systems, data networks, and desktop applications. You'll go beyond the phone call to work the network layer voice depends on routing and switching, firewalls, QoS, DNS/DHCP, and packet-level diagnostics, isolating issues and proving root cause with real evidence. The role blends remote support with on-site visits, including travel to customer locations for assessing and deploying managed network solutions, giving you the chance to deepen your expertise across telephony, networking, and managed services while sharpening your customer service skills. If you're ready to take your networking know-how to the next level, we'd love to hear from you, apply today. 

DUTIES AND RESPONSIBILITIES

• Provide advanced remote and on-site support for VoIP systems, network infrastructure, and desktop applications via phone, email, and chat.
• Diagnose and resolve network-layer issues affecting voice quality (QoS/traffic prioritization, jitter, latency, packet loss, DNS/DHCP, VLANs, NAT, SIP ALG); troubleshoot and configure firewalls, routers, switches, and managed network gear.
• Use packet capture and diagnostic tools (Wireshark, VoIPmonitor, PingPlotter, syslogs) to isolate root cause and document findings before applying a fix.
• Assess customer network environments and assist in positioning and deploying managed network solutions such as Peplink and UniFi.
• Resolve issues escalated from Level I Support and Field Technicians, including hardware and software diagnostics; escalate unresolved cases to the appropriate support level.
• Assess, prioritize, and monitor tickets of moderate complexity, owning each through resolution in line with KPI and SLA standards.
• Administer and program VoIP phone systems and network configurations.
• Perform structured cabling work as needed — installation, tracing, testing, and terminating CAT 5E/6/6E and coaxial cable.
• Participate in design and planning meetings for telephone and data systems with Engineering, end users, and external partners to gather requirements and meet project timelines.
• Handle a broad range of support requests, including network troubleshooting/configuration, phone system programming, hardware/software diagnostics, mobile app assistance, basic Windows support, password resets, and referrals to sales for upsell opportunities.
• Manage clients in CRM/service software and maintain logs, time records, and documentation of hardware, networks, and equipment.
• Participate in training, mentorship, and cross-training to build team expertise, and contribute to internal knowledge base articles on repair, installation, and troubleshooting best practices.
• Communicate proactively with leadership and clients on emerging issues, trends, and opportunities to improve support operations; complete required performance self-assessments.
• Coordinate with clients to schedule troubleshooting sessions; perform additional duties as assigned by leadership.
• Other duties as assigned by leadership

QUALIFICATIONS

• Strong networking fundamentals (TCP/IP, routing/switching, VLANs, DNS, DHCP, NAT, QoS) with hands-on firewall and edge-device troubleshooting experience.
• Comfort reading and interpreting packet captures and network diagnostics, with the discipline to capture evidence before applying a fix.
• Strong analytical and problem-solving skills and the capacity to acquire new skills quickly.
• Experience with CRM, reporting, and ticketing systems (Salesforce, Zoho, etc.), including building targeted reports and analytics on an ad hoc basis.
• Excellent verbal and written communication, organizational, time management, and interpersonal skills.
• Highly motivated self-starter able to lead initiatives and collaborate within a team in a fast-paced, deadline-driven environment.
• Must be willing to commute and work in the Charlotte area; must be 21 years of age with a valid driver’s license and clean driving record.

EDUCATION AND EXPERIENCE

• Associate’s or bachelor’s degree or certification in IT, Computer Science, or a related field, or equivalent practical experience, with demonstrated network support/administration experience (routers, switches, firewalls).
• CompTIA Network+ required (Level II qualifying certification); Security+, Fortinet (FCA/FCP), Netgate pfSense+, or Peplink certifications preferred.
• Telecom industry experience preferred, particularly IP telephony, networking, and desktop support; familiarity with VoIP technologies (SIP, RTP, codecs, Avaya IP Office, 3CX) and managed network/SD-WAN platforms (Peplink InControl, UniFi) preferred.
• Experience with paging systems and related hardware; proficient in cabling installation, tracing, testing, and terminating CAT 5E/6/6E and coaxial cable; understanding of analog telephony (Tip and Ring) troubleshooting.
• Previous customer service experience required.
• Completion of required Field Support Training and Support Technician Level II qualifying training/certification (CompTIA Network+, NS LMS Admin, 3CX Advanced, MS700), or equivalent experience.

PHYSICAL EXPERIENCE

• Prolonged periods of sitting or standing at a desk and working on computers.
• Must be able to lift 50 pounds at times.
• May be required to work on-call or long hours in the event of a network malfunction.
• This is not a remote position and may require travel to and from customer sites.

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