Key Responsibilities and Required Skills for Network Support Technician

🎯 Role Definition

As a Network Support Technician, you are the backbone of our organization's connectivity. You will be responsible for monitoring, maintaining, and troubleshooting our entire network infrastructure, from local area networks (LANs) to wide area networks (WANs), wireless systems, and VPN connections. Your primary mission is to ensure maximum uptime and performance, providing rapid and effective technical assistance to end-users and resolving network-related incidents. You will work collaboratively with senior network engineers and systems administrators to implement new technologies, enforce security policies, and contribute to the continuous improvement of our IT environment.

📈 Career Progression

Typical Career Path

Entry Point From:

Help Desk Technician
IT Support Specialist
Recent Graduate (Information Technology, Networking)

Advancement To:

Network Administrator
Network Engineer
Cybersecurity Analyst

Lateral Moves:

Systems Administrator
Cloud Support Associate
IT Project Coordinator

Core Responsibilities

Primary Functions

Provide comprehensive Tier 1 and Tier 2 technical support for all network-related issues, including connectivity problems, slow performance, and access failures across LAN, WAN, and WLAN environments.
Actively monitor network performance and integrity using tools like SolarWinds, Nagios, or PRTG to proactively identify and address potential issues before they impact business operations.
Diagnose, troubleshoot, and resolve complex hardware, software, and other network and system problems, replacing defective components when necessary.
Install, configure, and maintain network hardware and equipment, including routers, switches, firewalls, wireless access points, and load balancers from vendors like Cisco, Juniper, and Palo Alto.
Manage and troubleshoot VPN (Virtual Private Network) connectivity for remote users, ensuring secure and reliable access to corporate resources.
Administer and maintain core network services, including DNS (Domain Name System), DHCP (Dynamic Host Configuration Protocol), and NTP (Network Time Protocol).
Perform routine network maintenance tasks, such as applying security patches, updating firmware on network devices, and managing system backups.
Assist in the configuration and management of network security measures, including firewalls, intrusion detection systems (IDS), and access control lists (ACLs) to protect against threats.
Create and maintain detailed, accurate documentation of network configurations, diagrams, operational procedures, and troubleshooting steps in our knowledge base.
Respond to and manage support tickets through a helpdesk system (e.g., ServiceNow, Jira), ensuring timely resolution and clear communication with end-users throughout the process.
Collaborate with senior network engineers on the planning and implementation of network infrastructure projects, including office expansions, hardware refreshes, and technology upgrades.
Conduct on-site and remote analysis, diagnosis, and resolution of complex network problems for a variety of end-users, and recommend and implement corrective solutions.
Configure and support VoIP (Voice over IP) phone systems and unified communications platforms, troubleshooting call quality and connectivity issues.
Manage user network accounts and access permissions in accordance with company security policies and Active Directory best practices.
Escalate unresolved or highly complex issues to senior engineers, vendors, or other IT teams, providing detailed information and maintaining ownership until resolution.
Perform cabling and physical installation of network equipment within data centers and office environments, ensuring adherence to industry standards.
Participate in an on-call rotation to provide after-hours and weekend support for critical network incidents and emergencies.
Generate and analyze network performance reports to identify trends, capacity needs, and opportunities for optimization.
Assist in enforcing network security policies and procedures, conducting periodic audits to ensure compliance and identify vulnerabilities.
Provide basic training and guidance to end-users on network best practices, security awareness, and the proper use of IT resources.
Manage inventory of all network hardware, software, and licenses, tracking assets and planning for future procurement needs.
Work with telecommunication service providers to troubleshoot circuit issues (e.g., MPLS, Metro Ethernet, broadband) and coordinate new service installations.

Secondary Functions

Support senior engineers with research and evaluation of new networking technologies and solutions.
Contribute to the organization's disaster recovery and business continuity planning by testing network failover and redundancy systems.
Collaborate with the cybersecurity team to investigate and respond to security alerts and incidents.
Assist in managing relationships and service level agreements (SLAs) with hardware, software, and circuit vendors.

Required Skills & Competencies

Hard Skills (Technical)

Deep understanding of the OSI model and networking protocols, including TCP/IP, DNS, DHCP, BGP, OSPF, and VLANs.
Hands-on experience with configuring and troubleshooting Cisco, Juniper, or Arista routers and switches via command-line interface (CLI).
Proficiency in configuring and managing next-generation firewalls (e.g., Palo Alto, Fortinet, Check Point), including policy creation and VPN tunnels.
Experience with enterprise-grade wireless networking (e.g., Cisco Meraki, Aruba) including controller configuration and access point deployment.
Familiarity with network monitoring and diagnostic tools such as Wireshark, SolarWinds, PRTG, or Nagios.
Working knowledge of Windows and Linux/Unix operating systems from a networking perspective.
Experience with VoIP technologies and protocols (SIP, H.323) and troubleshooting quality of service (QoS) issues.
Understanding of network security principles, including IDS/IPS, access control, and endpoint security.
Knowledge of scripting languages (e.g., PowerShell, Python, Bash) for task automation is a significant plus.
Experience with ticketing systems like ServiceNow, Jira, or Zendesk for incident and request management.
Familiarity with cloud networking concepts within AWS, Azure, or Google Cloud Platform.

Soft Skills

Exceptional communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.
Strong analytical and critical thinking abilities, with a methodical approach to problem-solving and troubleshooting.
Excellent customer service orientation and a commitment to providing a positive support experience.
High degree of self-motivation, with the ability to work independently and manage time effectively in a fast-paced environment.
Strong documentation skills, with an emphasis on accuracy and clarity.
Ability to collaborate effectively within a team and across different departments.

Education & Experience

Educational Background

Minimum Education:

Associate's Degree or equivalent professional certifications (e.g., CompTIA Network+, CCNA).

Preferred Education:

Bachelor's Degree

Relevant Fields of Study:

Computer Science
Information Technology
Network Engineering

Experience Requirements

Typical Experience Range: 2-5 years of experience in a network support or similar IT role.

Preferred: Experience working in a 24/7 high-availability, multi-site enterprise environment is highly desirable.