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Position Summary

The Network Support Specialist II is responsible for providing advanced technical support, implementing client infrastructure projects, maintaining project visibility, and administering key operational systems utilized by Mannassi IT Solutions.

This position serves as an experienced technical resource within the Operations team, supporting escalated service requests, performing project implementation, maintaining documentation, and assisting with the administration of Datto RMM, IT Glue, Addigy, and other operational platforms.

The Network Support Specialist II serves as the primary Tier II/Tier III technical resource within the Operations team, providing escalation support to the Help Desk while assisting Senior Network Engineers with project implementation and infrastructure initiatives.

This position plays a critical role in maintaining reliable client environments, delivering successful technical projects, ensuring operational consistency, and supporting continuous improvement across Mannassi IT Solutions.

Core Responsibilities

1. Help Desk Escalation G Network Support (55%)

The Network Support Specialist II provides Tier II and Tier III technical support for client environments by responding to escalated service requests, resolving infrastructure issues, and supporting a wide variety of client technologies.

Key responsibilities include:

• Responding to escalated service tickets assigned by the Help Desk.
• Troubleshooting network, server, Microsoft 365, Azure, Active Directory, and infrastructure-related issues.
• Configuring, deploying, and supporting client network environments.
• Installing, configuring, and maintaining Fortinet, SonicWall, Cisco, and Ubiquiti networking equipment.
• Configuring and supporting site-to-site VPNs, remote access VPNs, VLANs, wireless infrastructure, switches, routing, and firewall policies.
• Supporting Microsoft 365 environments including Exchange Online, SharePoint, Teams, OneDrive, and Microsoft Entra ID.
• Supporting Windows Server environments, Active Directory, DNS, DHCP, Group Policy, and virtualization platforms.
• Performing onsite and remote technical support as required.
• Participating in after-hours maintenance windows, upgrades, and emergency support situations when scheduled.
• Assisting Senior Network Engineers with complex technical escalations and infrastructure initiatives.
• Meeting company Service Level Agreements (SLAs) while maintaining excellent customer communication.

2. Project Implementation G Client Deployments (20%)

The Network Support Specialist II assists with the planning, coordination, and execution of client projects while ensuring work is completed according to Mannassi technical standards.

Key responsibilities include:

• Participating in client onboarding and technical discovery activities.
• Assisting with infrastructure upgrades, migrations, and technology refresh projects.
• Deploying firewalls, switches, wireless infrastructure, servers, workstations, and cloud services.
• Performing Microsoft 365 migrations and tenant configuration activities.
• Assisting with Azure deployments and cloud infrastructure projects.
• Preparing, staging, configuring, and testing equipment prior to deployment.
• Delivering billable project work in accordance with project schedules.
• Ensuring completed project work meets Mannassi supportability and documentation standards.
• Collaborating with vendors, clients, and internal technical staff throughout project execution.
• Assisting with technical discovery, solution validation, and project scoping activities.

3. Documentation, MSP Platform Administration G Process Improvement (10%)

The Network Support Specialist II assists in maintaining the operational systems and documentation that support Mannassi's managed services practice.

Key responsibilities include:

• Maintaining accurate client documentation within IT Glue.
• Administering Datto RMM, Addigy, and related MSP platforms as assigned.
• Supporting automation initiatives using Datto RMM and other operational tools.
• Assisting with maintenance of operational standards across MSP platforms.
• Maintaining technical documentation, diagrams, and configuration records.
• Creating and updating Standard Operating Procedures (SOPs).
• Identifying opportunities to improve operational efficiency through documentation, automation, and standardization.
• Assisting with internal knowledge transfer and technical training.
• Assisting with the development and maintenance of monitoring policies, automation scripts, alerts, and operational standards.

4. Project Coordination G Reporting (10%)

The Network Support Specialist II assists with project coordination activities to ensure assigned projects remain organized, visible, and properly documented.

Key responsibilities include:

• Tracking assigned project tasks and milestones.
• Maintaining project documentation and implementation records.
• Updating project status information within company systems.
• Assisting with project scheduling and resource coordination.
• Communicating project progress to management and project stakeholders.
• Identifying project risks, delays, or technical issues requiring escalation.
• Supporting project planning and implementation activities assigned by Senior Engineers or Management.

5. Client Support G Service Excellence (5%)

The Network Support Specialist II represents Mannassi IT Solutions during client interactions and is expected to deliver professional, responsive service while building trusted client relationships.

Key responsibilities include:

• Communicating technical information clearly to both technical and non-technical users.
• Maintaining a professional appearance and demeanor during onsite and remote support.
• Keeping clients informed regarding ticket status, project progress, and expected timelines.
• Identifying opportunities to improve client environments and communicating recommendations to senior engineering staff.
• Representing Mannassi's commitment to exceptional customer service during every client interaction.

Work Schedule

This position may require occasional evening and weekend work to accommodate client maintenance windows, project implementations, emergency support situations, and business requirements.

Travel to client locations is required based upon project assignments and service needs and should expect regular travel throughout the greater Los Angeles area.

Essential Functions

• Respond to assigned service requests within established SLA objectives.
• Perform onsite and remote technical support.
• Lift and install computer and networking equipment.
• Maintain accurate documentation and time records.
• Travel to client locations as assigned.
• Communicate professionally with clients, vendors, and coworkers.
• Perform project implementation work under the direction of senior engineering staff.

Required Technical Experience

Networking

• TCP/IP networking
• DNS and DHCP
• VLAN implementation
• Site-to-site VPN configuration
• Remote access VPN configuration
• Wireless networking technologies
• Routing and switching fundamentals
• Fortinet, SonicWall, Cisco, or Ubiquiti firewall administration
• Multi-site network environments

Microsoft Infrastructure

• Microsoft 365 administration
• Microsoft Entra ID
• Windows Server administration
• Active Directory
• Group Policy
• Exchange Online
• SharePoint Online
• Microsoft Teams
• Endpoint lifecycle management

Cloud Technologies

• Microsoft Azure fundamentals
• Cloud identity management
• Microsoft 365 cloud services

MSP Tool Experience

Experience with one or more of the following is preferred:

• Datto RMM
• IT Glue
• Addigy
• Autotask PSA
• BrightGauge
• Acronis Cyber Protect
• ConnectSecure

Professional Characteristics

This role requires strong technical ability, organizational discipline, customer service, and accountability. Success depends upon the ability to manage multiple priorities while maintaining excellent documentation and communication across numerous client environments.

The successful employee will:

• Take ownership of assigned service requests and project responsibilities.
• Demonstrate excellent customer service and professionalism.
• Communicate proactively with clients, coworkers, and management.
• Maintain accurate and complete technical documentation.
• Follow established procedures while recommending process improvements.
• Balance reactive support work with scheduled project activities.
• Think in standardized, repeatable technical solutions.
• Demonstrate initiative, accountability, and sound technical judgment.
• Contribute to continuous improvement of Mannassi operations.
• Maintain confidentiality regarding client information and company operations.

What Success Looks Like

Success in this position is measured by the quality, consistency, and reliability of technical support, project execution, and documentation.

Indicators of success include:

• Escalated service requests are resolved efficiently and professionally.
• Client satisfaction remains consistently high.
• Projects are completed according to schedule and company standards.
• Client environments remain stable, secure, and supportable.
• Documentation remains current, complete, and accurate.
• Datto RMM, IT Glue, and Addigy standards are consistently maintained.
• Technical escalations are resolved effectively.
• Project implementations require minimal rework.
• Internal processes become increasingly standardized and efficient.

Performance Standards

The employee is expected to maintain professional standards of documentation, communication, and accountability.

Minimum expectations include:

• Daily completion of time entry.
• Accurate and timely service ticket documentation.
• Completion of onsite service documentation within one business day.
• Meeting established Service Level Agreement (SLA) expectations.
• Maintaining current documentation for all assigned work.
• Communicating project status and ticket updates proactively.
• Following company Standard Operating Procedures.
• Participating in ongoing technical training and professional development.
• Maintain accurate ticket status, notes, and time entries within Autotask throughout the workday.

Physical Requirements

The position requires the ability to work in office environments, home office environments, client facilities, server rooms, wiring closets, and construction environments.

The employee must be capable of:

• Lifting and carrying equipment weighing up to 50 pounds.
• Driving to client locations when required.
• Standing, bending, kneeling, climbing ladders, and working in confined spaces.
• Performing extended computer-based work.
• Installing, removing, and configuring network and computer equipment.

Experience Requirements

Required:

• Two or more years of network, systems, or infrastructure support experience.
• Experience supporting Windows Server and Microsoft 365 environments.
• Experience troubleshooting network connectivity, VPNs, wireless networking, and Active Directory.
• Strong customer service, communication, and documentation skills.
• Ability to prioritize and manage multiple client requests simultaneously.
• Valid driver's license and reliable transportation.

Preferred:

• MSP experience supporting multiple client environments.
• Experience with Fortinet, SonicWall, Cisco, or Ubiquiti networking equipment.
• Experience administering Datto RMM, IT Glue, Addigy, or Autotask PSA.
• Experience with Microsoft Azure and Microsoft Entra ID.
• Experience with ConnectSecure, BrightGauge, or Acronis.
• CompTIA Network+, Security+, CCNA, Fortinet FCP, Microsoft 365 Certified, Azure Administrator Associate, or equivalent experience.

Mannassi IT Solutions provides managed IT services to small and medium-sized businesses globally.
Offices located in Los Angeles, Reno, and London.
Offers proactive and affordable IT support with 24/7 monitoring.