Network Support Engineer II

We're looking for a Network Support Engineer II who can handle Level 1-3 support tickets, escalations, and troubleshooting across network, cloud, and security environments.

This role is primarily support-focused, but requires the ability to:

• Understand how systems are designed
• Make sound technical decisions during troubleshooting
• Maintain compliance with security frameworks (CMMC, NIST)
• Must have Microsoft Admin center experience
• Microsoft Entra Cloud
• Microsoft Cloud
• RMM Tools Experience
• PSA Tools Experience

This is not entry-level support. You will be expected to resolve complex issues, communicate directly with clients, and ensure all work is fully documented and audit-ready.

What You'll Do

Advanced Support & Troubleshooting

• Resolve Level 1, 2 and Level 3 support tickets across:
• Networking (connectivity, routing, VPNs, VLANs)
• Microsoft 365 environments
• Azure / cloud systems (basic to intermediate)
• Identity & access issues (Entra ID, MFA, permissions)
• Troubleshoot issues end-to-end and implement permanent fixes, not workarounds
• Act as an escalation point for Level 1 technicians

Client Communication

• Communicate directly with clients via phone and email
• Clearly explain issues, resolutions, and timelines
• Set expectations and maintain professionalism at all times

Ticketing & Documentation (Critical)

• Fully document all work performed in tickets, including:
• Root cause
• Troubleshooting steps
• Resolution details
• Ensure documentation is clear, complete, and audit-ready
• Follow and contribute to SOPs and runbooks
• Maintain accurate system and configuration documentation

Compliance & Security Awareness

• Troubleshoot and resolve issues while maintaining compliance with:
• CMMC 2
• NIST 800-171
• Follow secure practices (least privilege, access control, etc.)
• Understand how changes impact compliance and security posture

Light Engineering / Implementation

• Assist with small implementations and changes, such as:
• Firewall rule updates
• User access configurations
• Network adjustments
• Follow established standards when making changes
• Escalate design decisions to senior engineers when needed, What Success Looks Like
• You consistently resolve complex tickets without escalation
• Your tickets are fully documented and audit-ready every time
• Clients trust your communication and clarity
• You follow processes but also understand why they exist
• You escalate appropriately

What This Role Is NOT

• Not entry-level / help desk only
• Not a pure architect or design-heavy engineering role
• Not a "close tickets fast" position - quality and documentation matter as much as speed

Why Join Us

• Work in a compliance-driven, security-focused environment
• Gain exposure to regulated environments (CMMC / DIB clients)
• Clear path to Lead Network Engineer or Cybersecurity roles
• High accountability, high growth environment

Additional Requirements

• Ability to pass background and drug check
• Comfortable working with regulated and sensitive environments
• Strong adherence to process, documentation, and security standards

Pay: $65,000.00 - $75,000.00 per year

Do you have experience in Ticketing system technical support?, * 5-7 years experience in IT support, networking, or MSP environments

• Strong troubleshooting skills across:
• Networking (TCP/IP, DNS, DHCP, VPNs)
• Microsoft 365
• Advance Azure/cloud environments
• Experience handling escalated or complex support issues
• Strong written and verbal communication skills
• High attention to detail in documentation

Preferred

• Experience in MSP environments
• Exposure to compliance frameworks (CMMC, NIST, HIPAA, etc.)
• Experience with firewalls (Fortinet, Meraki, SonicWall)
• Certifications:
• Network+, Security+, or equivalent
• Microsoft certifications, * Microsoft Cloud: 7 years (Required)
• Firewall Management: 7 years (Required)
• GPO Policy Deployment: 7 years (Required)
• Running Power Shell: 5 years (Required)
• Advance IT support: 7 years (Required)
• Server Active Directory: 7 years (Required)

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance