Tier 1 Network Support Engineer

About the Role

The Tier 1 Network Support Engineer provides day-shift operational support for network infrastructure supporting RT environments. This role is responsible for initial triage, troubleshooting, ticket ownership, change execution, and escalation of network incidents.

Key Responsibilities

• Serve as the initial point of contact for Tier 1 network support, incident triage, and escalation.
• Monitor network alerts, service health, and operational dashboards to identify potential issues and service-impacting events.
• Troubleshoot basic network incidents related to circuits, connectivity, power outages, device reachability, and routine service interruptions.
• Follow documented runbooks and standard operating procedures to execute approved Tier 1 changes and operational tasks.
• Create, update, and maintain detailed tickets with clear issue descriptions, troubleshooting steps, escalation notes, and closure details.
• Proactively review open incidents, requests, and follow-up items to drive timely resolution and accurate status reporting.
• Escalate unresolved or complex issues to Tier 2, Staff, or Senior Network Engineers with complete handoff information.
• Support reporting on network service metrics, incident trends, ticket quality, and operational performance indicators.
• Contribute to and maintain the network knowledge base, including troubleshooting procedures, known issues, runbooks, and support documentation.
• Work collaboratively with engineering, operations, field support, and business stakeholders during incidents and work occasional weekends, after-hours maintenance windows, and holidays as business needs require.

Requirements & Tech Stack

• Experience in a technical support, network operations, service desk, or infrastructure support environment.
• Foundational understanding of networking concepts, including TCP/IP, DNS, DHCP, routing, switching, wireless, VPN, and basic troubleshooting methods.
• Ability to work in a fast-paced operational environment while prioritizing outages, incidents, troubleshooting activities, and change requests.
• Strong written and verbal communication skills, including the ability to document technical details clearly and provide concise status updates.
• Demonstrated ownership, discipline, and follow-through in managing support tickets, escalations, and operational tasks.
• Ability to identify opportunities to improve support processes, runbooks, documentation quality, and KPI reporting.
• Experience with monitoring, logging, and network management tools such as protocol analyzers, SNMP, NetFlow, IPAM, RADIUS, or Splunk.
• Familiarity with ITSM or ticketing platforms and standard incident, problem, and change management practices.
• Network-related certifications such as CompTIA Network+, Cisco CCNA, or equivalent training.

Qualifications

• Bachelor’s degree in Information Systems, Networking, Computer Science, or a related field, or equivalent practical experience.