Level 2 Network Support Technician

**About the Role**

KTI is a Managed Intelligence Provider (formerly an MSP), that is growing in the space of communication, automation, and AI, as a specialty above traditional managed IT services. We are seeking a Level 2 Network Support Technician with strong technical, documentation, and process skills to support our clients’ multi-vendor networks to join our team. You’ll manage infrastructure across Dell, Ubiquiti, Netgear, Palo Alto, Cisco and VeloCloud SD-WAN environments — leveraging Auvik for proactive monitoring, IT Glue for structured documentation, Autotask PSA for ticketing and workflows, and Datto RMM for endpoint management and automation. This role suits a self-driven technician who enjoys hands-on CLI work, configuration file management, and keeping networks stable, visible, and fully documented.

**Key Responsibilities**

**Network Support & Maintenance**
- Configure, monitor, and troubleshoot switches, routers, firewalls, and wireless access points across Dell, Ubiquiti, Palo Alto, Cisco and Netgear networks.
- Design and implement network configurations supporting high availability, redundancy, and security for both IT and OT networks.
- Deploy, maintain, and optimize VeloCloud SD-WAN edges and orchestrators (link failover, QoS, tunnel and policy configuration).
- Use CLI (SSH, console, serial) to view and edit configuration files; manage backups and version control.
- Support VLANs, DHCP, DNS, VPNs, and Layer 2/3 connectivity.
- Perform firmware upgrades, link aggregation, and port configuration with proper change documentation.
- Conduct remote and onsite troubleshooting, installations, and network refreshes.

**Monitoring, Automation & Remote Management**
- Monitor device health, configuration drift, and bandwidth via Auvik.
- Use Datto RMM for endpoint management, scripting, patch deployment, and automation tasks.
- Respond to alerts from Auvik and Datto RMM — correlate, resolve, and document actions in Autotask.
- Develop or refine automation policies (scripts, auto-remediation rules).
- Validate nightly backups and configuration snapshots in Auvik.

**Documentation & Quality Control (IT Glue)**
- Maintain complete, standardized documentation for all clients in IT Glue.
- Ensure Auvik-discovered devices are mapped correctly to IT Glue assets.
- Document VeloCloud configurations, network diagrams, and VLAN matrices.
- Enforce naming conventions, password policies, and configuration versioning.
- Review documentation from Level 1 technicians for completeness and accuracy.
- Conduct monthly documentation audits and assist in quarterly compliance checks.

**Process & Collaboration**
- Manage tickets and workflows through Autotask PSA, ensuring accurate time entry and asset linking.
- Participate in incident response, escalation, and root-cause analysis with senior engineers.
- Collaborate with project teams on client onboarding, migrations, and networkimprovements.
- Contribute to SOP creation, knowledge base articles, and internal runbooks.
- Mentor junior staff on documentation standards, Auvik/Datto RMM usage, and CLI basics.

**Qualifications & Skills**

Required:

- 3-5 years of hands-on network support or MSP experience.
- Proficiency with Auvik, IT Glue, Autotask, and Datto RMM.
- Solid understanding of switching, routing, VLANs, DHCP, DNS, VPNs, and SD-WAN.
- Experience managing VeloCloud SD-WAN deployments.
- Ability to read, edit, and deploy configurations via CLI.
- Strong troubleshooting, communication, and documentation skills.
- Ability to work independently and prioritize multiple client networks.

Preferred:

- Certifications: CCNA, CompTIA Network+, Ubiquiti UEWA, or VMware VeloCloud Certified Professional.
- Familiarity with PowerShell, Python, or automation scripting.
- Experience with SNMP, Syslog, or configuration management tools.
- Valid Ontario G driver’s licence (for client visits).
- Flexibility to fly or travel to remote locations.

**Performance Metrics (KPIs)**
- Auvik alert response time and SLA compliance
- Documentation accuracy score (IT Glue audits)
- Device and asset sync accuracy (Auvik ↔ IT Glue)
- Ticket resolution within SLA (Autotask)
- Automation success rate (Datto RMM policies)
- Client satisfaction and feedback

**Why Join Us**
- KTI is a growing Managed Intelligence Provider that recognizes the importance of impeccable network performance and design in delivering the best AI and Cloud experiences for customers.
- Gain exposure to businesses ranging from social services to critical infrastructure, and media and entertainment.
- Work with a complete, modern MSP stack (Auvik | IT Glue | Autotask | Datto RMM | VeloCloud).
- Hands-on experience across multi-vendor networks and hybrid infrastructure.
- Growth path to Network Administrator or Infrastructure Engineer roles.
- Certification support and ongoing professional development.
- Small, collaborative team where excellence and initiative process are valued.

**Job Types**: Full-time, Fixed term