Remote - Network Engineer - Well Rounded IT Support

This is a remote position.

Network Engineer

Support Tech LLC is seeking a skilled and motivated Network Engineer to manage and optimize our business-critical network infrastructure, while also playing a key role in providing technical support to our growing customer base. This hybrid role is crucial in ensuring the reliability, security, and performance of our network environment, supporting seamless operations and future growth, and in delivering exceptional technical assistance to our valued customers. The ideal candidate will possess a strong understanding of network technologies, hands-on experience with various networking equipment, a proactive approach to maintaining a robust and efficient network, and the ability to effectively troubleshoot customer network-related issues using support platforms like Zoho Desk and other Zoho One applications.

Responsibilities:

• Design, implement, configure, and maintain local and wide area network (LAN/WAN) infrastructure, including routers, switches, firewalls, and wireless systems.
  
• Ensure the stability and integrity of network services, proactively monitoring network performance and addressing any issues that arise.
  
• Implement and manage network security measures, including firewall configurations, access control lists (ACLs), and VPNs, to protect company data and systems.
  
• Troubleshoot network problems, diagnose root causes, and implement effective solutions in a timely manner.
  
• Configure and manage wireless network infrastructure, ensuring optimal coverage and performance for all users.
  
• Collaborate with IT support teams and other departments to understand their network requirements and provide effective solutions.
  
• Maintain accurate network documentation, including network diagrams, configurations, and procedures.
  
• Stay up-to-date with the latest network technologies and best practices, recommending and implementing improvements to enhance network performance, security, and scalability.
  
• Manage vendor relationships for network hardware and software.
  
• Participate in IT projects, contributing technical expertise in network-related aspects.
  
• Assist in the development and implementation of business continuity and disaster recovery plans related to network infrastructure.
  
• Provide technical support to customers, diagnosing and resolving network-related issues remotely.
  
• Utilize Zoho Desk to manage support tickets, track progress, and communicate effectively with customers.
  
• Leverage other Zoho One applications as needed to gather customer information, document solutions, and escalate issues appropriately.
  
• Develop and maintain knowledge base articles and troubleshooting guides for common customer network issues within Zoho Desk.
  
• Educate customers on basic network concepts and troubleshooting steps to empower self-service where possible.
  
• Collaborate with internal teams (e.g., sales, product development) to address customer feedback and identify potential product improvements related to network functionality.
  
• Ensure high levels of customer satisfaction through professional communication, timely responses, and effective problem resolution.
  

Requirements

Qualifications:

• Proven experience in network administration and support.
  
• Strong understanding of networking concepts and protocols (e.g., TCP/IP, DNS, DHCP, VLANs, routing protocols).
  
• Hands-on experience configuring and managing network equipment, including routers and switches.
  
• Practical experience with firewall technologies and security best practices.
  
• Experience with wireless network configuration and management.
  
• Excellent troubleshooting and problem-solving skills with a logical and methodical approach.
  
• Strong communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical audiences (internal teams and customers). 
  
  
  
• Experience using ticketing systems for customer support (ideally Zoho Desk or similar).
  
• Familiarity with other Zoho One applications and their potential use in customer support workflows is a plus.
  
• Ability to work independently and as part of a team.
  
• Strong organizational skills and attention to detail.
  
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. 
  
  
  

  
  
• A customer-centric mindset with a passion for providing excellent technical support.
  

Preferred Qualifications:

• Industry certifications (e.g., CompTIA Network+, CCNA).
  
• Experience with specific network management and monitoring tools.
  
• Familiarity with cloud networking concepts.
  
• Experience with scripting for network automation.
  
• Previous experience in a customer-facing technical support role.
  
• Experience with ZOHO Desk and related applications
  
• Experience with Cisco Equipment
  
• Experience with Ubiquity Equipment
  
• Experience with Sonic Wall
  

To Apply:

Interested candidates are encouraged to submit their resume and cover letter outlining their relevant experience and qualifications to hr@supporttech.com.

Support Tech LLC is an Equal Opportunity Employer.