Operations Center Tier 2 Network Support

Contour Data Solutions•Magna, UT

23h•Remote

About The Position

Contour Data Solutions is seeking a Tier 2 Network Support Engineer to join our Operations Center team. This role is ideal for a seasoned network professional who thrives in a fast-paced MSP environment and wants to make an immediate impact supporting both internal infrastructure and customer-facing solutions hosted in enterprise-class data centers. As a Tier 2 engineer, you will be responsible for day-to-day network operations, maintenance, troubleshooting, and change management across a diverse customer base. You will also serve as an escalation point and mentor for Tier 1 engineers.

Requirements

4+ years of experience in an MSP or Network Operations environment
5+ years of hands-on experience designing, implementing, maintaining, and troubleshooting complex IP-based networks
Strong understanding of Layer 2 / Layer 3 networking concepts
Strong understanding of Routing and redundancy protocols (OSPF, BGP, EIGRP, HSRP/VRRP, MPLS)
Strong understanding of Firewall policies, VPNs, IPSEC, and network security best practices
Experience with dual-ISP configurations, load balancing, and high availability
Proficiency with Cisco networking equipment (routers, switches, firewalls)
Understanding of core protocols and services (TCP, UDP, DNS, DHCP, HTTP/S, SMB, NFS)
Experience with Cisco AMP (Advanced Malware Protection)
Experience with Cisco Umbrella (on-prem and cloud)
Experience with Duo MFA
Ability to self-manage, prioritize work, and remain accountable
Strong communication skills with the ability to explain technical issues in plain language
Customer-focused mindset with a passion for building long-term relationships
Bachelor's degree in Computer Science, Engineering, Information Systems, or related field preferred (or equivalent work experience)
Cisco CCNA/CCNP / CCIE (or equivalent experience)

Nice To Haves

Cisco Meraki experience
PFSense experience
Zabbix and Grafana experience
N-able RMM experience
Wireless network design and support
Windows Server administration (Active Directory, DNS, DHCP, GPO)
Group Policy experience (software deployment, Windows 10/11 rollouts)
Veeam and Zerto Knowledge
VMware or XCP-NG virtualization support
Microsoft 365 / Exchange / SQL experience
Backup and disaster recovery solutions
VoIP and Microsoft Teams Phone support
Experience with Apple devices (macOS, iOS) in a managed environment
Hardware imaging and deployment
Networked printer and copier support
Microsoft or other industry certifications

Responsibilities

Provide Tier 2 support and escalation for network-related incidents and service requests
Perform maintenance, troubleshooting, patching, and replacement of network equipment
Monitor alerts and proactively resolve incidents before customers are impacted
Accurately document all work and time in the ticketing system in real time
Support and collaborate with Tier 1, Tier 3, and engineering teams
Develop a strong understanding of client environments and business requirements
Communicate clearly and professionally with customers regarding incidents, changes, and outages
Implement and support network and infrastructure hardware, including: Firewalls, switches, wireless access points, Servers and workstations, UPS systems and related equipment
Implement and support remote access technologies (VPN, Remote Desktop, RemoteApp)
Work with vendors (ISPs, application providers, copier/printer vendors, etc.) as needed
Maintain and improve documentation, system reviews, and technical recommendations