Tier1 NetworkSupport || Only for OPT's || Local to texas

JOB TITLE: Tier 1 Network Support

LOCATION: On-site in Henderson (near Las Vegas), Austin, or Dallas, Locals Only Might ask for F2F
DURATION: 6-month contract-to-hire

Notes:

Tier 1 network support (noc) for Robotaxi service (RT). It'll be Dayshift so 9AM to 5PM.

Good basic network troubleshooting skills

Super discipline on ticketing, follow up, get closure, or pass down

Constant improvements with support model (includes metrics) and update knowledgebase

Tier 1 Network Support

Role 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.

Key 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.

Required Qualifications

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