Network Support Specialist

Kyndryl•New York, NY

18h•$79,920 - $182,520•Remote

About The Position

As technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. As Technical Support at Kyndryl, you'll be part of an elite team that provides exceptional technical assistance, enabling our clients to achieve their desired business outcomes. You'll be a troubleshooter extraordinaire, diagnosing and repairing complex equipment, software, and systems with ease. Nothing will be too challenging for you to solve as you respond to escalated issues, report critical design flaws, reliability and maintenance problems, and bugs. You'll be the go-to person for our customers who require assistance with highly technical or sophisticated products, as well as for customer installations and training. With your passion for technology, you'll provide world-class support that exceeds customer expectations. As Technical Support, you'll perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that our customers' issues are resolved efficiently and effectively. You'll also have the opportunity to perform installs, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring that all related administrative duties are completed within Service Level Agreement objectives. You will develop a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, which will enable you to ensure that the proper team is aware of – and taking action on the problem.

Requirements

5 years or more experience supporting RTX or similarly large, complex aerospace or defense enterprise environments with long operational histories.
Familiarity with legacy network architectures and incremental modernization efforts.
Min 5 years Experience operating within regulated, multi‑site, globally distributed environments.
Proven ability to navigate account‑specific governance, escalation models, and stakeholder dynamics.
Ability to quickly build credibility by understanding historical decisions, prior challenges, and existing constraints within the account.
Relevant IT service management or networking certifications (CCNP, CCIE, JNCIP, or equivalent)
Strong understanding of enterprise network environments (LAN, WAN, firewalls, VPNs, wireless)

Nice To Haves

Cisco certified
Experience with network automation/scripting

Responsibilities

Diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
Responding to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
Reporting design, reliability and maintenance problems or bugs to design engineering/software engineering.
Providing support to customer/users where the product is highly technical or sophisticated in nature.
Performing installs, moves, adds, and changes (IMAC) activities.
Performing data backup and restore on certain accounts for clients.
Ensuring that all related administrative duties are completed within Service Level Agreement objectives.
Developing a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, which will enable you to ensure that the proper team is aware of – and taking action on the problem.