Tech Support Specialist I (Network Support Technician) - Charlotte, NC/Hybrid - W2

Network Support Technician (Contract)

Duration: 6 month contract w/ potential to hire
Work Location: Charlotte, NC/Hybrid (Onsite Mon & Wed every other week)
Shift: 8am 5pm
Reports To: Sr. Manager, Network Support

Must have:
-Troubleshooting and support knowledge (OSI model and how it works and how network support team falls into that model)

-Routing and switching hardware, structured cabling and how end users connect to network (in Cisco / Meraki environment preferred

-Minimum of 3 years of experience 5 years primarily in networking field is preferred

- Use of ticketing management systems exp (zendesk today)
- Managing and update tickets
- Cisco Meraki shop and Meraki portal
- Exposure to network monitoring portal is nice to have
- Looking for someone who is motivated, looking to grow career with the client

Job notes:
Strong basic foundational knowledge of network concepts
Worked in large organization before and comfortable in fast paced environment.
Strong customer service skills (could be talking to chef, cashier, food service worker or regional manager)
They will have perspective training program to wrap up but need foundational knowledge
Job Description

We are seeking a Network Support Technician (Contract) to join our Digital Care team at our Charlotte, NC office. In this role, you will:

• Assist with remote network setups, configurations, and ongoing support.
• Ensure all work complies with strict PCI standards for retail operations.
• Partners with Cyber Security, Technology Delivery, Internet Service Providers, POS vendors, and business stakeholders to support network initiatives.
• Deliver legendary customer support, emphasizing proactive communication, clear documentation, and efficient escalation procedures.
• Utilize Meraki full-stack solutions (security appliances, switches, access points, and cellular gateways) to deliver modern, cloud-managed networking.
• Take full ownership of cases, demonstrating a driven, self-motivated mindset with a focus on career growth and technical development.

Key Responsibilities

• Provide support via phone, chat, portal, and remote tools.
• Troubleshoot and resolve issues related to WAN/LAN/ISP connectivity, enterprise/local wireless, local firewalls, and VPN configurations.
• Validate and support PCI-compliant network designs in enterprise and retail environments.
• Assist with the design, review, and troubleshooting of network security configurations.
• Work closely with internal support teams, vendors, and technicians to install and maintain business-class internet services.
• Collaborate with security and operational teams to ensure policy compliance and effective audit remediation.
• Execute timely responses to audit recommendations and observations.
• Deliver superior customer service to internal teams, in-unit managers, and external stakeholders.
• Participate in a support on-call rotation to provide operational coverage after hours.

Qualifications

• 5+ years experience in remote diagnosis, troubleshooting, and issue resolution for large, national, and distributed LAN/WAN environments.
• 5+ years networking experience with extensive knowledge of TCP/IP, DNS, OSI, and related technologies.
• CCNA certification required (or equivalent proven experience).
• Strong knowledge of PCI DSS standards and retail network connectivity requirements.
• Expertise in VPN technologies, internet connectivity options, and remote support tools.
• Hands-on experience with Cisco Meraki full-stack cloud-managed solutions strongly preferred.
• Strong knowledge of ticket management systems such as Zendesk. (or equivalent tool)
• Proven ability to collaborate effectively with users, vendors, and engineering staff.
• Excellent verbal and written communication skills.
• Demonstrated commitment to delivering legendary customer service at every interaction.
• Self-driven and career-growth minded, with a focus on continuous learning and development.