[Hiring] Operations Center Tier 2 Network Support @Contour Data Solutions

Role Description

Contour Data Solutions is seeking a Tier 2 Network Support Engineer to join our Operations Center team. This role is ideal for a seasoned network professional who thrives in a fast-paced MSP environment and wants to make an immediate impact supporting both internal infrastructure and customer-facing solutions hosted in enterprise-class data centers.

As a Tier 2 engineer, you will be responsible for day-to-day network operations, maintenance, troubleshooting, and change management across a diverse customer base. You will also serve as an escalation point and mentor for Tier 1 engineers.

Key Responsibilities

• Provide Tier 2 support and escalation for network-related incidents and service requests
• Perform maintenance, troubleshooting, patching, and replacement of network equipment
• Monitor alerts and proactively resolve incidents before customers are impacted
• Accurately document all work and time in the ticketing system in real time
• Support and collaborate with Tier 1, Tier 3, and engineering teams
• Develop a strong understanding of client environments and business requirements
• Communicate clearly and professionally with customers regarding incidents, changes, and outages
• Implement and support network and infrastructure hardware, including:
• Firewalls, switches, wireless access points
• Servers and workstations
• UPS systems and related equipment
• Implement and support remote access technologies (VPN, Remote Desktop, RemoteApp)
• Work with vendors (ISPs, application providers, copier/printer vendors, etc.) as needed
• Maintain and improve documentation, system reviews, and technical recommendations

Qualifications

• 4+ years of experience in an MSP or Network Operations environment
• 5+ years of hands-on experience designing, implementing, maintaining, and troubleshooting complex IP-based networks
• Strong understanding of:
• Layer 2 / Layer 3 networking concepts
• Routing and redundancy protocols (OSPF, BGP, EIGRP, HSRP/VRRP, MPLS)
• Firewall policies, VPNs, IPSEC, and network security best practices
• Experience with dual-ISP configurations, load balancing, and high availability
• Proficiency with Cisco networking equipment (routers, switches, firewalls)
• Understanding of core protocols and services (TCP, UDP, DNS, DHCP, HTTP/S, SMB, NFS)
• Experience with:
• Cisco AMP (Advanced Malware Protection)
• Cisco Umbrella (on-prem and cloud)
• Duo MFA
• Ability to self-manage, prioritize work, and remain accountable
• Strong communication skills with the ability to explain technical issues in plain language
• Customer-focused mindset with a passion for building long-term relationships

Education

• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field preferred (or equivalent work experience)

Certifications

• Cisco CCNA/CCNP / CCIE (or equivalent experience)

Bonus Skills (Nice to Have)

• Cisco Meraki experience
• PFSense experience
• Zabbix and Grafana experience
• N-able RMM experience
• Wireless network design and support
• Windows Server administration (Active Directory, DNS, DHCP, GPO)
• Group Policy experience (software deployment, Windows 10/11 rollouts)
• Veeam and Zerto Knowledge
• VMware or XCP-NG virtualization support
• Microsoft 365 / Exchange / SQL experience
• Backup and disaster recovery solutions
• VoIP and Microsoft Teams Phone support
• Experience with Apple devices (macOS, iOS) in a managed environment
• Hardware imaging and deployment
• Networked printer and copier support
• Microsoft or other industry certifications

Additional Requirements

• Must pass a background check
• Ability to lift up to 50 lbs as needed
• Authorized to work in the United States
• Reliable transportation for occasional office or client-site visits

Benefits

• Fast-growing MSP with enterprise-grade infrastructure
• Collaborative, team-first culture
• Opportunity to influence processes and architecture
• Exposure to complex, real-world customer environments