Support Operations Location: Remote Reports To: Team Lead & Operations Manager Employment Type: Full Time
ROLE PURPOSE
The Networking Support Specialist is responsible for supporting and maintaining customer network environments across restaurant technology systems.
This role focuses on configuring, monitoring, troubleshooting, and escalating network related issues while helping ensure stable performance across routers, switches, POS systems, and other connected hardware. This person will work closely with customers, vendors, and internal teams to resolve issues efficiently and maintain accurate documentation of network setups and changes.
PRIMARY FUNCTION
Support and maintain customer network environments
Gather complete and accurate technical information during intake
Troubleshoot and resolve networking issues within scope
Triage and prioritize based on urgency and business impact
Escalate internally or to vendors with full documentation when required
Maintain network documentation and cabling records
Follow up with customers and vendors to drive resolution
Monitor network performance and surface recurring issues
Networking specialists are responsible for maintaining stable customer environments and ensuring networking issues are resolved, documented, or escalated with clarity and accuracy.
KEY RESPONSIBILITIES
Network Support & Issue Intake
Serve as a support resource for inbound networking related issues across customer environments
Capture critical details including impacted devices, affected systems, symptoms, troubleshooting performed, and urgency
Document all findings, actions taken, and next steps thoroughly in the ticketing system
Set clear expectations with customers regarding resolution steps, follow up, and escalation timelines
Network Configuration & Hardware Support
Install, configure, and maintain network equipment including routers, switches, access points, POS related network hardware, and other connected devices
Support customer environments with setup, replacement, and ongoing maintenance of networking hardware
Assist with physical hardware troubleshooting as it relates to connectivity and network performance
Ensure equipment is configured according to company and customer standards
Network Monitoring, Troubleshooting & Escalation
Resolve networking issues using established workflows, troubleshooting tools, and technical expertise, including:
LAN and WAN connectivity issues
Router, switch, and access point troubleshooting
VLAN, subnetting, and IP related issues
POS connectivity and network communication failures
Cabling and physical layer troubleshooting
Vendor coordination and escalation for advanced networking problems
Attempt timely resolution whenever possible while maintaining quality, accuracy, and proper escalation judgment.
Documentation & Network Records
Prepare and maintain accurate documentation for network configurations, device inventories, and cabling layouts
Update internal documentation as network changes are made or new information becomes available
Ensure escalations and handoffs include complete technical context for efficient follow through
Maintain organized records that support troubleshooting, onboarding, and long term customer support
Customer & Vendor Communication
Communicate clearly, calmly, and professionally with customers, vendors, and internal teams
Follow up by phone, email, or web chat to provide updates and move issues toward resolution
Coordinate with third party vendors when additional support or access is needed
Build trust with customers through clear communication, technical confidence, and dependable follow through
System Performance & Support Standards
Monitor customer networks to identify issues, improve performance, and support overall system stability
Proactively surface recurring issues, risks, or opportunities for improvement
Maintain strong ticket hygiene and ownership of open networking issues
Support team standards for response times, documentation quality, and escalation readiness
WHAT SUCCESS LOOKS LIKE
Clear, complete networking tickets with minimal rework
Accurate troubleshooting and timely escalation of network issues
Stable and reliable network performance across supported environments
Network hardware is installed and configured correctly
Customers feel confident in the support provided
Escalations are clear and require no additional clarification
Documentation is accurate and kept up to date
Recurring network issues are identified and surfaced proactively
QUALIFICATIONS
Required
3 or more years of experience in network support, network administration, or a related role
Strong understanding of TCP/IP, subnetting, VLANs, routing, and general network design principles
Experience troubleshooting wired and wireless network issues in real world environments
Solid understanding of structured cabling systems, including installation, termination, and troubleshooting
Familiarity with network troubleshooting tools and standard diagnostic techniques
Strong written and verbal communication skills with the ability to explain technical issues clearly
Ability to manage multiple priorities and follow through on open issues in a fast paced support environment
Preferred
Experience working with Unifi, Meraki, and Omada environments
Completion of CCNA coursework or similar networking training
Industry certifications such as CCNA or structured cabling certifications are a plus
Experience supporting restaurant technology environments, including POS systems and related peripherals, is a plus
Who We Are At Science On Call, we help restaurants thrive by ensuring their technology works seamlessly from POS systems to network operations. We are problem-solvers, collaborators, and lifelong learners, passionate about helping our customers succeed. Our Core Values: 🙏 Be Human – Show up every day with humility, empathy, and generosity. 🙌 Own Your Limits – Be honest, ask for help, and trust the team. 💡 Seek Solutions – Bring solutions (rather than problems) to the table. 🚀 Sustain a Growth Mindset – See potential, keep learning, aspire.
