ACI Support Engineer (Onsite)

Overview / Summary

The Tier 2 Network Support Engineer provides pre-migration consultation, readiness validation, and network/ISP troubleshooting for agent offices while maintaining full case ownership in ServiceNow. This role serves as the entry point into the ACI Support Engineer track and supports agent offices through consultation, troubleshooting, case management, and migration readiness activities.

Key Responsibilities

• Conduct pre-migration consultations and educate agents on the ACI migration process and office network readiness.
• Perform Tier 2 troubleshooting within the network/ISP scope, including:
  • VPN connectivity
  • Wi-Fi
  • Internet connectivity
  • Routers
  • Switches
• Gather office network and topology information during agent consultation calls.
• Transition peripheral device issues, including printers, scanners, and laptops, to the appropriate support team once the network path has been confirmed.
• Escalate deeper infrastructure issues to VPN, Network, or Migration teams as appropriate.
• Own ServiceNow cases end-to-end, including follow-up through resolution or transition.
• Deliver proactive consultations for complex or larger offices as scheduled.

Required Qualifications

• Solid understanding of:
  • TCP/IP
  • DNS
  • DHCP
  • VPN concepts
  • Wi-Fi
  • Routers
  • Switches
• Comfortable troubleshooting basic Windows networking issues.
• Ability to guide non-technical users through configuration steps.
• Strong verbal and written communication skills.
• Customer-service orientation when supporting non-technical and potentially frustrated end users.
• Experience with an ITSM/ticketing platform (ServiceNow preferred).
• Ability to work assigned shift hours, including offshore night shifts supporting the 7:00 AM to 7:00 PM EST coverage window.

Preferred Certifications

• CompTIA Network+
• CCNA (or actively pursuing)