Network Support Tier II (Weekend Shift)
The Network Support role owns the weekend support coverage, Friday to Sunday, 11:00 AM to 11:00 PM. For this shift the team is responsible for service quality within established runbooks and standards. Tier II Engineers handle moderately complex incidents and requests across assigned services/technologies, perform deeper triage beyond L1, and drive resolution for well-defined problems. They collaborate closely with L3 Subject Matter Experts, escalating issues that require advanced diagnostics, design decisions, or non-standard change. L2s actively maintain and improve service quality by following best practices, tightening documentation, and identifying recurring issues suitable for problem management. Types of support: • Incident Management: • Work L1 escalations; restore service using documented procedures and standard tooling. • Manage P2/P3 incidents end-to-end; assist on P1s under direction of the incident lead/Tier III. • Requests & Standard Changes: • Execute standard changes following CAB-approved methods of procedure • Prepare change plans for routine/low-risk items; obtain approvals per policy. • Monitoring & Performance Care: • Monitor dashboards/alerts; validate noise vs. signal; perform threshold-based tuning when allowed by runbook. • Do basic performance checks and implement remediation. • Problem Management (contribution): • Capture diagnostics, timelines, and recurrence data; escalate problem candidates with evidence for L3 review. • Knowledge & Documentation: • Create/update KB articles, diagrams, notes, and SOPs for Tier I/Tier II use. Experience: • 1-3 years in a NOC Analyst or Network Support/Engineer role. Education: • Associate’s or Bachelor’s in IT, Networking, Computer Science, or related field. • Preferred education (not required with relevant certs or experience): Certification: • CompTIA Network+ (baseline) • Cisco CCNA (strongly preferred for NOC work) • Optional (value-add) CCNP, Palo Alto PCNSA, Fortinet NSE, or any other brand issued certs. NOTE: • Recommended certs(not required in lieu of relevant education or experience) Apply tot his job