Network IT Specialist

Job Summary

As a remote Network IT Specialist, the successful candidate will manage escalated Tier 2 technical cases involving networking, firewall configuration, and hardware troubleshooting while optimizing support operations through AI tooling and workflow improvements.

Key responsibilities

• Own escalated Tier 2 technical cases, diagnosing root causes and maintaining proactive communication with stakeholders
• Serve as a technical resource for enterprise accounts, supporting pilot customers and participating in cross-functional account reviews
• Partner on the rollout and optimization of AI-enabled support tools, enhancing workflows and improving overall support efficiency

Required qualifications

• 3+ years in a Tier 2 or advanced technical support role within SaaS, IoT, or related environments
• Strong networking fundamentals, including TCP/IP, VLANs, and firewall configuration
• Hands-on experience troubleshooting hardware and device-level issues
• Experience with Zendesk or similar support platforms, including workflow configuration
• Exposure to AI-enabled support tooling and automation workflows