Network Support Tier II (Weekend Shift) presso Source 1 Solutions

The Network Support role owns the weekend support coverage, Friday to Sunday, 11:00 AM to 11:00 PM. For this shift the team is responsible for service quality within established runbooks and standards. Tier II Engineers handle moderately complex incidents and requests across assigned services/technologies, perform deeper triage beyond L1, and drive resolution for well-defined problems. They collaborate closely with L3 Subject Matter Experts, escalating issues that require advanced diagnostics, design decisions, or non-standard change. L2s actively maintain and improve service quality by following best practices, tightening documentation, and identifying recurring issues suitable for problem management.

Types of support:

• Incident Management:
• Work L1 escalations; restore service using documented procedures and standard tooling.
• Manage P2/P3 incidents end-to-end; assist on P1s under direction of the incident lead/Tier III.
• Requests & Standard Changes:
• Execute standard changes following CAB-approved methods of procedure
• Prepare change plans for routine/low-risk items; obtain approvals per policy.
• Monitoring & Performance Care:
• Monitor dashboards/alerts; validate noise vs. signal; perform threshold-based tuning when allowed by runbook.
• Do basic performance checks and implement remediation.
• Problem Management (contribution):
• Capture diagnostics, timelines, and recurrence data; escalate problem candidates with evidence for L3 review.
• Knowledge & Documentation:
• Create/update KB articles, diagrams, notes, and SOPs for Tier I/Tier II use.

Experience:

• 1-3 years in a NOC Analyst or Network Support/Engineer role.

Education:

• Associate’s or Bachelor’s in IT, Networking, Computer Science, or related field.
• Preferred education (not required with relevant certs or experience):

Certification:

• CompTIA Network+ (baseline)
• Cisco CCNA (strongly preferred for NOC work)
• Optional (value-add) CCNP, Palo Alto PCNSA, Fortinet NSE, or any other brand issued certs.

NOTE:

• Recommended certs(not required in lieu of relevant education or experience)