Job Description

Network Support Specialist

Position Type: Contract

Location: Boston- onsite

Experience Level: 3-5 years of onsite technical and customer support experience

Role is not open to sponsorship or C2C

About BigRio:

BigRio is a remote-based, technology consulting firm headquartered in Boston, MA. We deliver solutions ranging from custom development, software implementation, data analytics, and machine learning/AI integrations. We are a one-stop shop that attracts clients from various industries because of our proven ability to deliver cutting-edge and cost-conscious software solutions.

With extensive domain knowledge, BigRio has teams of data architects, data engineers, software engineers, web developers, and consultants who deliver best-in-class solutions across a variety of verticals. Our diverse industry exposure equips us with invaluable tools, tricks, and techniques to tackle complex software and data challenges.

Job Summary

We are seeking a dedicated and technically proficient Network Support Engineer with expertise in Cisco systems to join our team. In this role, you will handle inbound technical support calls, attempt first and second-level troubleshooting, document client concerns, and escalate issues when necessary. This is an opportunity for someone looking to grow in a dynamic, fast-paced environment that focuses on providing superior support for network-related incidents.

Responsibilities

• Act as the first and second-level support for incoming network-related issues, ensuring all necessary protocols are followed.
• Manage inbound calls professionally and enthusiastically, offering clients effective verbal and written communication.
• Troubleshoot, document, and escalate incidents as required to the appropriate technical support tier.
• Maintain accurate and detailed documentation of client interactions and technical issues.
• Organize and manage case workloads, identifying escalation points in high-pressure environments.
• Work as the field implementation team to complete installations and network setups.

Technical Skills

• Cisco Networking Experience (2+ years): Familiarity with Cisco routers, switches, firewalls, and troubleshooting Cisco devices.
• Networking Technologies: Solid understanding of LAN/WAN, DNS, DHCP, and network ports.
• Database Knowledge: Experience with relational databases, writing queries, and analyzing SQL data (Select/Join statements).
• Operating Systems: Proficiency in troubleshooting Windows and Linux environments, understanding of Group Policies, Security Permissions, and IIS/Web Applications.
• Performance Monitoring: Experience with performance counters, reviewing OS and application logs.
• Active Directory and VMware: Exposure to or experience with Active Directory and VMware environments.
• Networking Tools: Knowledge of Telnet, SSH, and similar tools for troubleshooting network connections.

Soft Skills

• Excellent verbal and written communication skills with the ability to simplify technical problems for non-technical users.
• Strong organizational and time management skills in managing caseloads and multitasking.
• Proven ability to remain calm and professional during high-stress situations.
• Collaborative team player with a customer-focused mindset.
• High attention to detail and a strong work ethic, with the ability to troubleshoot both independently and in a team setting.

Preferred Certifications

• Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) certification is preferred.
• Certifications in CompTIA Network+, Microsoft Certified Solutions Associate (MCSA), or equivalent are a plus.

Education

• Bachelor's degree in Computer Science, Networking, Information Systems, or 2+ years of relevant work experience in network support.

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