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.
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