Network Support Engineer Level 1 and Level 3

Role Overview

This position involves delivering on-site and remote support for network and IT hardware issues at Level 1 and Level 2, escalating to Level 3 when required. The role covers troubleshooting, installation, maintenance, and coordination with centralized support and vendors to ensure network systems and end-user devices operate efficiently and without extended downtime.

Primary Responsibilities

• Execute on-site troubleshooting to resolve network connectivity and device issues including cabling failures and hardware defects.
• Lead immediate incident handling for Level 1 and Level 2 network events, escalating to Level 3 or end-user support teams as needed.
• Collaborate with remote specialists to conduct detailed diagnostic activities using advanced tools and techniques.
• Manage physical maintenance tasks such as replacement and repair of network components, AV devices, printers, and consumables to guarantee continuous operations.
• Support a variety of platforms including core Cisco routing and switching equipment (ASR 9000 series, Catalyst 6509/6513/4510/9300/9200/3850/3750/2960), industrial Cisco switches (IE300 and IE4000), wireless access points both indoor and outdoor, and Cisco Collaboration solutions including Cisco Room Bar and RoomOS.
• Administer printer supplies stocking and maintenance within customers’ premises aligned with contract terms, alongside centralized print server integration and management.
• Handle user requests encompassing software installation, hardware provisioning, AV setup, video conferencing assistance, and event coordination.
• Maintain accurate tracking and lifecycle documentation of IT hardware and software assets in cooperation with the customer's IT asset support team.
• Install, configure, and set up approved networking and end-user devices, adhering to prescribed designs and incorporating L3 guidelines for device configurations.
• Conduct preventive and predictive maintenance on networking hardware and end-user devices, applying firmware and software updates to uphold security and performance standards.
• Perform routine AV system inspections, diagnostics, and servicing to preempt performance disruptions.
• Support end-user device issue resolution including laptop, desktop, and workstation diagnostics across Windows, Linux, and macOS platforms.
• Coordinate warranty repairs and replacements with vendors such as Dell ProSupport Plus and Zenith Care, and facilitate logistics for device shipments as necessary.
• Adopt and implement any forthcoming updates to customer hardware support frameworks, continuing as the key contact for on-site support and hardware repair coordination.

Additional Information

Applicants must hold a CCNA certification for the Level 1 and Level 2 network support roles. The printing service is vendor-managed on customer premises with toner and consumables stock management. Support runs under existing printing services contracts and includes remote and scheduled onsite assistance. All activities are carried out following appropriate safety, health, and environmental protocols.