Network Support Technician

We are seeking a technically capable Network Support Technician who genuinely enjoys helping people. You will serve as the first point of contact for our customers when technical issues arise, while also supporting the day-to-day IT needs of our internal team. You will see each ticket through from first contact to resolution. You will coordinate hardware dispatching through our network of globally positioned warehouses to get replacement parts to our customers fast. This role is a great fit for someone who is curious by nature, eager to grow in networking and IT, and understands that how you communicate matters just as much as what you know.

What You'll Do

• Respond to inbound customer support requests via phone, email, and ticketing system with urgency and professionalism
• Diagnose and troubleshoot issues related to routers, switches, firewalls, and related networking equipment
• Provide strong desktop and end-user support for Windows environments - account management, hardware, software, and connectivity issues
• Escalate complex issues to senior engineering staff with clear, thorough documentation
• Coordinate RMA and replacement processes for defective or failed hardware
• Maintain accurate records of customer interactions, resolutions, and equipment history
• Participate in an after-hours on-call rotation (after-hours responses are compensated with bonus pay)

• 1-2 years of experience in a technical support, helpdesk, or networking role
• Solid Windows desktop support skills - you're the person end users can count on
• Working knowledge of Cisco IOS and basic network concepts (VLANs, routing, switching, TCP/IP)
• Authentic and compassionate communication - you can translate technical problems into plain language without talking down to people
• Genuine responsiveness - customers hear back from you promptly, and they feel like someone is actually on it
• Empathy and patience - you treat frustrated customers as partners, not problems
• Intellectual curiosity and a desire to keep learning; you want to understand how things work, not just close tickets
• A growth mindset toward networking and IT is a launchpad, and we'd love to help you get there
• Cisco certifications (CCNA or equivalent) are a plus, but not required, * The Network Support Technician must be able to work both sitting and standing, lift 40lbs, and handle repetitive tasks., * Help desk: 1 year (Preferred)
• Customer support: 1 year (Preferred)

Pulled from the full job description

• Professional development assistance
• Retirement plan
• Paid time off
• Life insurance
• Disability insurance
• Paid holidays, * Salary starting at 65K per year depending on experience
• Retirement Plan with 3% match
• 15 days Paid Time Off
• 9 Paid Holidays
• Life Insurance (with optional short and long-term disability insurance)
• On-Call Bonus Program

The hours for this position are M-F 8:00AM - 5:00PM EST.

Be prepared for a background check to be performed. Network Craze is an Equal Opportunity Employer.

Job Type: Full-time

Pay: From $65,000.00 per year, * Life insurance

• Paid time off
• Professional development assistance
• Retirement plan

Network Craze is a value-added reseller specializing in high-quality new and refurbished enterprise networking equipment and IT infrastructure to some of the largest national and international companies in operation today. We help businesses of all sizes build and maintain reliable network infrastructure and we take pride in delivering the kind of personalized service that larger resellers simply can't match. We provide highly responsive 24x7 customer support for issues ranging from a phone outage to a full network outage.