Tier 2 Network Support Technician (Remote)

About the role

We are seeking a Tier 2 Network Support Technician to independently troubleshoot and resolve escalated network issues across WAN/LAN, broadband, VPN, routing, switching, DHCP and DNS environments. The role is fully remote and requires strong ownership of tickets, clear communication with internal teams and carriers, and thorough documentation.

Key responsibilities

• Provide Tier 2 technical support for network connectivity and infrastructure issues escalated from Tier 1.
• Troubleshoot and resolve problems related to WAN/LAN, broadband circuits, VPN connectivity, routing, switching, DHCP and DNS.
• Investigate ISP and circuit outages, coordinate with carriers, and manage escalation cases.
• Work directly with ISPs, carriers, and telecom providers to open, track, and resolve circuit‑related incidents.
• Diagnose and adjust configurations in Meraki and/or Fortinet environments.
• Document all actions, findings, and resolutions clearly in the ticketing system.

Required profile

• Minimum 3 years of professional experience in Network Support, NOC, or similar technical roles.
• Strong analytical and problem‑solving abilities with a proactive ownership mindset.
• Excellent written and verbal English communication skills.
• Proven ability to create detailed technical documentation and ticket notes.

Required skills

• Hands‑on troubleshooting of WAN/LAN, broadband/Internet connectivity, VPN, routing, switching, DHCP and DNS.
• Experience with Meraki and/or Fortinet network equipment.