Represent the client as an initial point of contact for all network related concerns from end users. This position is part of a team of Level 1 and Level 2 technical support agents. Experience in leading, mentoring and supporting junior staff members. Perform incident management services including detailed ticket creation, ticket prioritization, and ticket escalation by maintaining full knowledge of ticket status from initial user contact to ticket resolution. Act as a communication conduit to Level 3 Network Engineers and Senior Leadership as required. Track incidents to verify response times and availability requirements established in the SLA are met by identifying and addressing incident patterns. Research and resolve issues such as documentation requests, repeat issues, customer follow-ups as appropriate. Recommend and participate in the implementation of any process improvements Coordinate shift turnover with team including current ticket and network status. Provide second level problem determination for network issues involving routers, switches, load balancers and firewalls. Troubleshoot issues identified or related to network communication technologies such as Cable/DSL, T1, DS3, Fiber, etc. Manage tickets and escalations with respective carriers. Perform daily system monitoring, verifying the integrity and availability of the network utilizing available tools, logs, and alerts. Escalate as required.