Senior IT Support Specialist - Network Operations

New

AgentManaged Services Provider

Mexico, ESTFull-TimeSenior

Salary1500 - 2000 USD per month

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Job Details

5-8 years of experience in a service desk or technical support role, with strong networking exposure.
Solid understanding of network systems and experience troubleshooting complex technical issues.
Familiarity with ticketing systems such as ServiceNow, Jira, or Zendesk.
Deep knowledge of TCP/IP, DNS, DHCP, VPNs, routing, switching, and firewalls.
Experience with monitoring tools like Wireshark, SolarWinds, or PRTG.
Hands-on with network hardware (e.g., Cisco, Juniper).
Preferred certifications: CompTIA Network+, CCNA (or higher), ITIL Foundation.
Strong communication and customer service skills.
Ability to work independently and as part of a team.
Excellent attention to detail and ability to juggle multiple tasks.

Provide advanced support for end-users, resolving complex issues beyond basic troubleshooting.
Troubleshoot network-related issues such as connectivity problems, VPN access, and configuration errors.
Handle escalated tickets from lower-level teams and offer mentorship when needed.
Diagnose and resolve LAN/WAN issues, including routers, switches, firewalls, and related infrastructure.
Proactively monitor network performance to prevent downtime.
Support and troubleshoot VPN, remote access setups, and security-related configurations.
Take ownership of complex or high-priority incidents and ensure timely resolution.
Work alongside network engineers, sysadmins, and IT leadership to support infrastructure.
Mentor junior service desk staff and assist in their technical development.
Support and configure systems integrated with the network (e.g., Active Directory, printers).
Use tools such as SolarWinds or PRTG to monitor network health and performance.
Deliver outstanding support and clear communication to non-technical users.

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