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2 months ago
Requirements and responsibilities
ROLE PURPOSEThe Networking Support Specialist is responsible for supporting and maintaining customer network environments across restaurant technology systems. This role focuses on configuring, monitoring, troubleshooting, and escalating network related issues while helping ensure stable performance across routers, switches, POS systems, and other connected hardware. This person will work closely with customers, vendors, and internal teams to resolve issues efficiently and maintain accurate documentation of network setups and changes.PRIMARY FUNCTIONSupport and maintain customer network environmentsGather complete and accurate technical information during intakeTroubleshoot and resolve networking issues within scopeTriage and prioritize based on urgency and business impactEscalate internally or to vendors with full documentation when requiredMaintain network documentation and cabling recordsFollow up with customers and vendors to drive resolutionMonitor network performance and surface recurring issuesKEY RESPONSIBILITIESNetwork Support & Issue IntakeServe as a support resource for inbound networking related issues across customer environmentsCapture critical details including impacted devices, affected systems, symptoms, troubleshooting performed, and urgencyDocument all findings, actions taken, and next steps thoroughly in the ticketing systemSet clear expectations with customers regarding resolution steps, follow up, and escalation timelinesNetwork Configuration & Hardware SupportInstall, configure, and maintain network equipment including routers, switches, and access points, POS related network hardware, and other connected devicesSupport customer environments with setup, replacement, and ongoing maintenance of networking hardwareAssist with physical hardware troubleshooting as it relates to connectivity and network performanceEnsure equipment is configured according to company and customer standardsNetwork Monitoring, Troubleshooting & EscalationResolve networking issues using established workflows, troubleshooting tools, and technical expertise, including LAN and WAN connectivity issuesRouter, switch, and access point troubleshootingVLAN, subnetting, and IP related issuesPOS connectivity and network communication failuresCabling and physical layer troubleshootingVendor coordination and escalation for advanced networking problemsAttempt timely resolution whenever possible while maintaining quality, accuracy, and proper escalation judgmentDocumentation & Network RecordsPrepare and maintain accurate documentation for network configurations, device inventories, and cabling layoutsUpdate internal documentation as network changes are made or new information becomes availableEnsure escalations and handoffs include complete technical context for efficient follow throughMaintain organized records that support troubleshooting, onboarding, and long term customer supportCustomer & Vendor CommunicationCommunicate clearly, calmly, and professionally with customers, vendors, and internal teamsFollow up by phone, email, or web chat to provide updates and move issues toward resolutionCoordinate with third party vendors when additional support or access is neededBuild trust with customers through clear communication, technical confidence, and dependable follow throughSystem Performance & Support StandardsMonitor customer networks to identify issues, improve performance, and support overall system stabilityProactively surface recurring issues, risks, or opportunities for improvementMaintain strong ticket hygiene and ownership of open networking issuesSupport team standards for response times, documentation quality, and escalation readinessWHAT SUCCESS LOOKS LIKEClear, complete networking tickets with minimal reworkAccurate troubleshooting and timely escalation of network issuesStable and reliable network performance across supported environmentsNetwork hardware is installed and configured correctlyCustomers feel confident in the support providedEscalations are clear and require no additional clarificationDocumentation is accurate and kept up to dateRecurring network issues are identified and surfaced proactivelyQUALIFICATIONSRequired3 or more years of experience in network support, network administration, or a related roleStrong understanding of TCP/IP, subnetting, VLANs, routing, and general network design principlesExperience troubleshooting wired and wireless network issues in real world environmentsSolid understanding of structured cabling systems, including installation, termination, and troubleshootingFamiliarity with network troubleshooting tools and standard diagnostic techniquesStrong written and verbal communication skills with the ability to explain technical issues clearlyAbility to manage multiple priorities and follow through on open issues in a fast paced support environmentPreferredExperience working with Unifi, Meraki, and Omada environmentsCompletion of CCNA coursework or similar networking trainingIndustry certifications such as CCNA or structured cabling certifications are a plusExperience supporting restaurant technology environments, including POS systems and related peripherals, is a plusWho We AreAt Science On Call, we help restaurants thrive by ensuring their technology works seamlessly from POS systems to network operations. We are problem-solvers, collaborators, and lifelong learners, passionate about helping our customers succeed.Our Core Values🙏 Be Human – Show up every day with humility, empathy, and generosity.🙌 Own Your Limits – Be honest, ask for help, and trust the team.💡 Seek Solutions – Bring solutions (rather than problems) to the table.🚀 Sustain a Growth Mindset – See potential, keep learning, aspire.
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