Hiring: Network Support Technician (Level II) Company: OneCloud Location: Charlotte, NC Job Posted Time: 2026-09-17 02:46:27 Employment Type: Full-time / Remote Target Skills & Keywords : DNS, Salesforce, TCP/IP About the job Experience: •Telecom industry experience preferred, particularly IP telephony, networking, and desktop support; familiarity with VoIP technologies (SIP, RTP, codecs, Avaya IP Office, 3CX) and managed network/SD-WAN platforms (Peplink InControl, UniFi) preferred. •Previous customer service experience required. •Prolonged periods of sitting or standing at a desk and working on computers. •Must be able to lift 50 pounds at times. •May be required to work on-call or long hours in the event of a network malfunction. Required Skills: •Provide advanced remote and on-site support for VoIP systems, network infrastructure, and desktop applications via phone, email, and chat. •Diagnose and resolve network-layer issues affecting voice quality (QoS/traffic prioritization, jitter, latency, packet loss, DNS/DHCP, VLANs, NAT, SIP ALG); troubleshoot and configure firewalls, routers, switches, and managed network gear. •Use packet capture and diagnostic tools (Wireshark, VoIPmonitor, PingPlotter, syslogs) to isolate root cause and document findings before applying a fix. •Assess customer network environments and assist in positioning and deploying managed network solutions such as Peplink and UniFi. •Resolve issues escalated from Level I Support and Field Technicians, including hardware and software diagnostics; escalate unresolved cases to the appropriate support level. •Assess, prioritize, and monitor tickets of moderate complexity, owning each through resolution in line with KPI and SLA standards. •Administer and program VoIP phone systems and network configurations. •Perform structured cabling work as needed — installation, tracing, testing, and terminating CAT 5E/6/6E and coaxial cable. Qualifications: •Strong networking fundamentals (TCP/IP, routing/switching, VLANs, DNS, DHCP, NAT, QoS) with hands-on firewall and edge-device troubleshooting experience. •Comfort reading and interpreting packet captures and network diagnostics, with the discipline to capture evidence before applying a fix. •Strong analytical and problem-solving skills and the capacity to acquire new skills quickly. •Excellent verbal and written communication, organizational, time management, and interpersonal skills. •Highly motivated self-starter able to lead initiatives and collaborate within a team in a fast-paced, deadline-driven environment. •Must be willing to commute and work in the Charlotte area; must be 21 years of age with a valid driver’s license and clean driving record. •Associate’s or bachelor’s degree or certification in IT, Computer Science, or a related field, or equivalent practical experience, with demonstrated network support/administration experience (routers, switches, firewalls). •CompTIA Network+ required (Level II qualifying certification); Security+, Fortinet (FCA/FCP), Netgate pfSense+, or Peplink certifications preferred. •Completion of required Field Support Training and Support Technician Level II qualifying training/certification (CompTIA Network+, NS LMS Admin, 3CX Advanced, MS700), or equivalent experience. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!