Tier 1 Network Support

Ursus, Inc.; Austin (TX); On-site; USD 69,000 - 76,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Commuter benefits

401K

Job summary

Ursus, Inc. is seeking a Tier 1 Network Support specialist to provide day-shift operational support for network infrastructure supporting RT environments.

The role includes initial triage, ticket ownership, and escalation of outages, with work across Henderson, NV; Austin, TX; or Dallas, TX. The ideal candidate will troubleshoot basic network incidents, follow runbooks, and contribute to knowledge base while collaborating with engineers and stakeholders.

Qualifications

• Able to work in a fast-paced operational environment prioritizing outages and incidents.
• Strong written and verbal communication to document technical details clearly.
• Demonstrated ownership and follow-through in managing tickets and tasks.

Responsibilities

• Serve as the initial point of contact for Tier 1 network support and triage.
• Monitor alerts and dashboards to identify issues and outages.
• Troubleshoot basic network incidents (circuits, connectivity, power outages).
• Follow runbooks to execute approved Tier 1 changes and tasks.
• Create and maintain detailed tickets with clear issue and resolution notes.
• Escalate complex issues with complete handoff to Tier 2 or above.
• Support reporting on network service metrics and KPIs.
• Maintain network knowledge base and documentation.
• Collaborate with engineering, operations, and stakeholders during incidents.

Skills

Ticket ownership

Incident triage

Documentation

Strong communication

On-call readiness

Ownership & follow-through

Education

Bachelor’s degree or equivalent in IS/Networking/CS

Tools

SNMP

NetFlow

IPAM

RADIUS

Splunk

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.

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.