Tier 2 Network Support Technician (Remote)

About the role

We are seeking an experienced Tier 2 Network Support Technician to join our remote team. You will take ownership of escalated network tickets, investigate complex connectivity problems, and work directly with ISPs and carriers to restore service.

Key responsibilities

• Provide Tier 2 technical support for WAN/LAN, broadband, VPN, routing, switching, DHCP and DNS issues escalated from Tier 1.
• Diagnose and resolve ISP or circuit outages, coordinating with carriers to manage and close cases.
• Troubleshoot network equipment and configurations in Meraki and/or Fortinet environments.
• Analyze network incidents, determine root causes and implement corrective actions.
• Maintain detailed ticket documentation and keep stakeholders informed throughout the resolution process.
• Escalate recurring or highly complex problems to senior network engineers when necessary.
• Follow established troubleshooting procedures while applying independent judgment.
• Ensure accurate technical records and knowledge base updates.

Required profile

• Minimum 3 years of professional experience in network support, NOC, or related operations.
• Proven ability to handle Tier 1 escalations and resolve them independently.
• Strong analytical and problem‑solving skills.
• Excellent written and verbal English communication.
• Demonstrated ownership and follow‑through on incident management.

Required skills

• WAN and LAN troubleshooting
• Broadband/Internet connectivity
• VPN configuration and support
• Routing and switching concepts
• DHCP and DNS management
• Hands‑on experience with Meraki and/or Fortinet platforms

What we offer

• Competitive monthly salary $1300‑$1600 (based on experience and English proficiency)
• 100 % remote work environment