Networking Tier 2

Networking Tier 2 Support Operations Location: Remote Reports To: Team Lead & Operations Manager Employment Type: Full Time ROLE PURPOSE The Networking Support Specialist is responsible for supporting and maintaining customer network environments across restaurant technology systems. This role focuses on configuring, monitoring, troubleshooting, and escalating network related issues while helping ensure stable performance across routers, switches, POS systems, and other connected hardware. This person will work closely with customers, vendors, and internal teams to resolve issues efficiently and maintain accurate documentation of network setups and changes. PRIMARY FUNCTION Support and maintain customer network environments Gather complete and accurate technical information during intake Troubleshoot and resolve networking issues within scope Triage and prioritize based on urgency and business impact Escalate internally or to vendors with full documentation when required Maintain network documentation and cabling records Follow up with customers and vendors to drive resolution Monitor network performance and surface recurring issues Networking specialists are responsible for maintaining stable customer environments and ensuring networking issues are resolved, documented, or escalated with clarity and accuracy. KEY RESPONSIBILITIES Network Support & Issue Intake Serve as a support resource for inbound networking related issues across customer environments Capture critical details including impacted devices, affected systems, symptoms, troubleshooting performed, and urgency Document all findings, actions taken, and next steps thoroughly in the ticketing system Set clear expectations with customers regarding resolution steps, follow up, and escalation timelines Network Configuration & Hardware Support Install, configure, and maintain network equipment including routers, switches, access points, POS related network hardware, and other connected devices Support customer environments with setup, replacement, and ongoing maintenance of networking hardware Assist with physical hardware troubleshooting as it relates to connectivity and network performance Ensure equipment is configured according to company and customer standards Network Monitoring, Troubleshooting & Escalation Resolve networking issues using established workflows, troubleshooting tools, and technical expertise, including: LAN and WAN connectivity issues Router, switch, and access point troubleshooting VLAN, subnetting, and IP related issues POS connectivity and network communication failures Cabling and physical layer troubleshooting Vendor coordination and escalation for advanced networking problems Attempt timely resolution whenever possible while maintaining quality, accuracy, and proper escalation judgment. Documentation & Network Records Prepare and maintain accurate documentation for network configurations, device inventories, and cabling layouts Update internal documentation as network changes are made or new information becomes available Ensure escalations and handoffs include complete technical context for efficient follow through Maintain organized records that support troubleshooting, onboarding, and long term customer support Customer & Vendor Communication Communicate clearly, calmly, and professionally with customers, vendors, and internal teams Follow up by phone, email, or web chat to provide updates and move issues toward resolution Coordinate with third party vendors when additional support or access is needed Build trust with customers through clear communication, technical confidence, and dependable follow through System Performance & Support Standards Monitor customer networks to identify issues, improve performance, and support overall system stability Proactively surface recurring issues, risks, or opportunities for improvement Maintain strong ticket hygiene and ownership of open networking issues Support team standards for response times, documentation quality, and escalation readiness WHAT SUCCESS LOOKS LIKE Clear, complete networking tickets with minimal rework Accurate troubleshooting and timely escalation of network issues Stable and reliable network performance across supported environments Network hardware is installed and configured correctly Customers feel confident in the support provided Escalations are clear and require no additional clarification Documentation is accurate and kept up to date Recurring network issues are identified and surfaced proactively QUALIFICATIONS Required 3 or more years of experience in network support, network administration, or a related role Strong understanding of TCP/IP, subnetting, VLANs, routing, and general network design principles Experience troubleshooting wired and wireless network issues in real world environments Solid understanding of structured cabling systems, including installation, termination, and troubleshooting Familiarity with network troubleshooting tools and standard diagnostic techniques Strong written and verbal communication skills with the ability to explain technical issues clearly Ability to manage multiple priorities and follow through on open issues in a fast paced support environment Preferred Experience working with Unifi, Meraki, and Omada environments Completion of CCNA coursework or similar networking training Industry certifications such as CCNA or structured cabling certifications are a plus Experience supporting restaurant technology environments, including POS systems and related peripherals, is a plus Who We Are At Science On Call, we help restaurants thrive by ensuring their technology works seamlessly from POS systems to network operations. We are problem-solvers, collaborators, and lifelong learners, passionate about helping our customers succeed. Our Core Values: 🙏 Be Human – Show up every day with humility, empathy, and generosity. 🙌 Own Your Limits – Be honest, ask for help, and trust the team. 💡 Seek Solutions – Bring solutions (rather than problems) to the table. 🚀 Sustain a Growth Mindset – See potential, keep learning, aspire.