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Key Responsibilities and Required Skills for a Network Support Specialist

💰 $65,000 - $85,000

Information TechnologyNetworkingIT Support

🎯 Role Definition

As a Network Support Specialist, you will be the backbone of our IT infrastructure, ensuring the stability, integrity, and efficient operation of our enterprise-level network. You are a hands-on problem-solver responsible for monitoring, maintaining, and troubleshooting our LAN, WAN, wireless, and security systems. This role involves direct interaction with end-users, collaboration with senior engineers on network projects, and a commitment to protecting our digital assets. This role requires a motivated individual who is passionate about network technology and dedicated to providing exceptional support in a fast-paced environment.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Help Desk Technician
  • Technical Support Analyst
  • Junior Systems Administrator

Advancement To:

  • Network Administrator
  • Network Engineer
  • Cybersecurity Analyst

Lateral Moves:

  • Systems Administrator
  • Cloud Support Associate

Core Responsibilities

Primary Functions

  • Proactively monitor the performance, integrity, and availability of the entire network infrastructure, including LAN, WAN, wireless networks, and internet connectivity, using advanced monitoring tools.
  • Serve as a primary point of contact for diagnosing, troubleshooting, and resolving complex network-related issues, including connectivity problems, slow performance, and hardware failures, ensuring minimal downtime.
  • Manage the physical installation, configuration, and maintenance of network hardware such as routers, switches, firewalls, load balancers, and wireless access points in data centers and office locations.
  • Provide Tier 2 and Tier 3 technical support to end-users and other IT teams for all network-related incidents and service requests, communicating technical solutions in a user-friendly manner.
  • Implement and enforce network security policies and procedures, including managing firewall rules, configuring VPN access, and responding to security alerts to protect corporate data.
  • Perform regular maintenance, including patching and firmware upgrades, on all network devices to mitigate vulnerabilities and ensure optimal performance and security compliance.
  • Configure, manage, and troubleshoot remote access solutions, including site-to-site and client-based VPNs, to ensure secure and reliable connectivity for remote employees and branch offices.
  • Administer and maintain critical network services such as DNS, DHCP, and IP address management (IPAM) to ensure proper network addressing and name resolution.
  • Analyze network traffic, performance data, and system logs to identify potential issues, optimize performance, and conduct root cause analysis for recurring problems.
  • Support and troubleshoot the organization's VoIP and Unified Communications (UC) systems, ensuring high-quality voice and video collaboration services.
  • Implement and manage Network Access Control (NAC) solutions to enforce security policies on devices connecting to the corporate network.
  • Participate in a scheduled on-call rotation to provide after-hours and weekend support for critical network emergencies and planned maintenance activities.
  • Design, deploy, and manage enterprise-grade wireless networks, including conducting site surveys, optimizing RF performance, and troubleshooting client connectivity issues.
  • Oversee the structured cabling infrastructure, including patching, testing, and coordinating with vendors for new installations or repairs of copper and fiber optic cabling.

Secondary Functions

  • Develop and meticulously maintain comprehensive documentation for network configurations, processes, cabling layouts, and troubleshooting procedures to ensure consistency and knowledge sharing.
  • Collaborate with third-party vendors and service providers to troubleshoot circuit issues, manage service level agreements (SLAs), and evaluate new networking products and solutions.
  • Participate in the planning and execution of disaster recovery and business continuity drills, ensuring network services can be rapidly restored in the event of an outage.
  • Contribute to network-related projects, such as office expansions, data center migrations, and technology refresh initiatives, from planning through implementation and post-launch support.
  • Maintain an accurate inventory of all network hardware, software, and licenses, tracking the entire asset lifecycle from procurement to disposal.
  • Conduct network performance tuning and capacity planning, making recommendations for upgrades and enhancements to support business growth and changing demands.
  • Configure and manage Quality of Service (QoS) policies across the network to prioritize critical application traffic, such as voice and video, ensuring a consistent user experience.
  • Provide support for cloud networking components, including virtual private clouds (VPCs), security groups, and network gateways in environments like AWS or Azure.

Required Skills & Competencies

Hard Skills (Technical)

  • Core Networking: Deep understanding of TCP/IP, subnetting, DNS, DHCP, and the OSI model.
  • Hardware Proficiency: Hands-on experience with configuring and troubleshooting enterprise-grade routers, switches, and firewalls (e.g., Cisco, Meraki, Palo Alto, Fortinet).
  • Network Topologies: Strong knowledge of LAN, WAN, SD-WAN, and WLAN technologies and protocols (e.g., BGP, OSPF, EIGRP).
  • Security Principles: Experience with firewall rule management, VPN (IPSec/SSL) configuration, and Network Access Control (NAC).
  • Monitoring Tools: Proficiency with network monitoring and analysis tools such as SolarWinds, PRTG, Nagios, or Wireshark.
  • Unified Communications: Experience supporting VoIP and video conferencing systems.
  • Wireless Technologies: Knowledge of 802.11 standards and enterprise wireless management.
  • Scripting: Basic scripting ability (e.g., Python, PowerShell) for task automation is a plus.

Soft Skills

  • Analytical Problem-Solving: Ability to logically diagnose complex technical issues and identify root causes effectively.
  • Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
  • Customer Focus: A strong sense of urgency and dedication to providing outstanding user support.
  • Time Management: Proven ability to prioritize tasks, manage multiple incidents simultaneously, and meet deadlines.
  • Collaboration: A team player who works well with other IT professionals and business departments.
  • Attention to Detail: Meticulous approach to documentation, configuration, and change management.

Education & Experience

Educational Background

Minimum Education:

Associate's Degree or equivalent professional certifications (e.g., CompTIA Network+, CCNA).

Preferred Education:

Bachelor's Degree in a relevant field.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Network Administration

Experience Requirements

Typical Experience Range:

2-5 years of experience in a dedicated network support, network operations center (NOC), or IT support role with a heavy networking focus.

Preferred:

  • Experience in an enterprise-level, multi-site environment is highly desirable.
  • Industry certifications such as Cisco CCNA, CompTIA Network+, or Palo Alto PCNSA are strongly preferred.
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