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Tier 1 Network Support

Ursus, Inc.
  • Austin, TX
  • $50–$55 Per Hour
  • Instant Apply
16 days ago

Job Description

JOB TITLE: Tier 1 Network Support
LOCATION: Henderson, NV; Austin, TX; or Dallas, TX
DURATION: 6-month contract-to-hire
PAY RANGE: $50 - $55/hr.

POSITION SUMMARY:
The Tier 1 Network Support provides day-shift operational support for network infrastructure supporting RT environments. This role is responsible for initial triage, troubleshooting, ticket ownership, change execution, and escalation of network incidents, including circuit issues, power-related outages, service-impacting alerts, and routine change requests. The position works closely with Staff and Senior Network Engineers to follow established runbooks, maintain accurate documentation, and support reliable network operations.

RESPONSIBILITIES:
  • Serve as the initial point of contact for Tier 1 network support, incident triage, and escalation.
  • Monitor network alerts, service health, and operational dashboards to identify potential issues and service-impacting events.
  • Troubleshoot basic network incidents related to circuits, connectivity, power outages, device reachability, and routine service interruptions.
  • Follow documented runbooks and standard operating procedures to execute approved Tier 1 changes and operational tasks.
  • Create, update, and maintain detailed tickets with clear issue descriptions, troubleshooting steps, escalation notes, and closure details.
  • Proactively review open incidents, requests, and follow-up items to drive timely resolution and accurate status reporting.
  • Escalate unresolved or complex issues to Tier 2, Staff, or Senior Network Engineers with complete handoff information.
  • Support reporting on network service metrics, incident trends, ticket quality, and operational performance indicators.
  • Contribute to and maintain the network knowledge base, including troubleshooting procedures, known issues, runbooks, and support documentation.
  • Work collaboratively with engineering, operations, field support, and business stakeholders during incidents and change activities.
  • Work occasional weekends, after-hours maintenance windows, and holidays as business needs require.
  • Participate in an on-call rotation as required.

QUALIFICATIONS:
  • Ability to work in a fast-paced operational environment while prioritizing outages, incidents, troubleshooting activities, and change requests.
  • Strong written and verbal communication skills, including the ability to document technical details clearly and provide concise status updates.
  • Demonstrated ownership, discipline, and follow-through in managing support tickets, escalations, and operational tasks.

TECHNICAL SKILLS:
  • Experience in a technical support, network operations, service desk, or infrastructure support environment.
  • Foundational understanding of networking concepts, including TCP/IP, DNS, DHCP, routing, switching, wireless, VPN, and basic troubleshooting methods.
  • Ability to identify opportunities to improve support processes, runbooks, documentation quality, and KPI reporting.

PREFERRED QUALIFICATIONS:
  • Experience with monitoring, logging, and network management tools such as protocol analyzers, SNMP, NetFlow, IPAM, RADIUS, or Splunk.
  • Familiarity with ITSM or ticketing platforms and standard incident, problem, and change management practices.
  • Network-related certifications such as CompTIA Network+, Cisco CCNA, or equivalent training.
  • Experience supporting enterprise, manufacturing, campus, or data center network environments.

EDUCATION:
  • Bachelor s degree in Information Systems, Networking, Computer Science, or a related field, or equivalent practical experience.


BENEFITS SUMMARY: Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

IND123


BENEFITS SUMMARY:
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

FAIR CHANCE POLICY:
Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.

Numbers & Facts

LocationAustin, TX
Salary$50–$55 Per Hour

Skills

  • Business Operationsunmatched
  • Business Supportunmatched
  • Change Managementunmatched
  • Change Requests/Ordersunmatched
  • Communication Skillsunmatched
  • Compensation Managementunmatched
  • Computer Networksunmatched
  • Computer Scienceunmatched
  • Consultingunmatched
  • Customer Support/Serviceunmatched
  • DHCP (Dynamic Host Configuration Protocol)unmatched
  • DNS (Domain Name System)unmatched
  • Documentationunmatched
  • Establish Prioritiesunmatched
  • Follow Throughunmatched
  • IT Service Management (ITSM)unmatched
  • Identify Issuesunmatched
  • Incident Managementunmatched
  • Information Technology & Information Systemsunmatched
  • Knowledge Baseunmatched
  • Manufacturingunmatched
  • Metricsunmatched
  • Netflowunmatched
  • Network Administration/Managementunmatched
  • Network Architecture/Engineeringunmatched
  • Network Monitoringunmatched
  • Network Operations Centerunmatched
  • Network Routingunmatched
  • Network Supportunmatched
  • Network Switchingunmatched
  • On Callunmatched
  • On Site Supportunmatched
  • Operational Supportunmatched
  • Patient Assessmentunmatched
  • Performance Metricsunmatched
  • Power Outagesunmatched
  • Presentation/Verbal Skillsunmatched
  • Process Improvementunmatched
  • Protocol Analysisunmatched
  • RADIUS (Remote Authentication Dial-In User Service)unmatched
  • Reporting Dashboardsunmatched
  • SNMP (Simple Network Management Protocol)unmatched
  • Splunkunmatched
  • Standard Operating Procedures (SOP)unmatched
  • Support Documentationunmatched
  • TCP/IP (Transmission Control Protocol/Internet Protocol)unmatched
  • Technical Supportunmatched
  • Technical Writingunmatched
  • Time Managementunmatched
  • VPN (Virtual Private Network)unmatched
  • Wireless Communicationsunmatched
  • Writing Skillsunmatched

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