Network, Infrastructure & Cybersecurity Specialist

Position Summary

The Network, Infrastructure & Cybersecurity Specialist is responsible for maintaining, supporting, securing, monitoring, and continuously improving network and connectivity infrastructure across corporate offices and multiple retail locations.

 

This position serves as the primary technical owner for LAN/WAN connectivity, SD-WAN, switches, firewalls, wireless infrastructure, internet circuits, network monitoring, infrastructure documentation, and network-focused cybersecurity.

 

The role requires strong technical ownership, proactive monitoring, structured troubleshooting, accurate documentation, vendor coordination, and flexibility to support a multi-location retail environment where technology availability is critical to daily business operations.

 

This is a specialized infrastructure position rather than a traditional Help Desk role.

Key Responsibilities

Networking & Connectivity (20%)

·       Maintain LAN/WAN infrastructure across corporate and retail locations.

·       Configure and support switches, routers, firewalls, and wireless access points.

·       Monitor, maintain, and troubleshoot SD-WAN connectivity.

·       Configure and maintain VLANs, DHCP, DNS, and routing configurations.

·       Troubleshoot internet circuits, network outages, latency, and connectivity issues.

·       Monitor network availability, performance, capacity, and reliability.

·       Identify recurring network problems and recommend permanent solutions.

·       Participate in network architecture, standardization, and modernization initiatives.

·       Maintain consistent networking standards across corporate and retail locations.

·       Identify opportunities to improve network resiliency and redundancy.

Infrastructure Management (15%)

·       Maintain network and connectivity infrastructure across supported locations.

·       Coordinate installation, replacement, and upgrades of network equipment.

·       Maintain accurate inventories of network equipment, circuits, and infrastructure assets.

·       Maintain network topology diagrams and infrastructure documentation.

·       Document configurations, standards, infrastructure changes, and troubleshooting procedures.

·       Coordinate with internet service providers, telecommunications providers, and infrastructure vendors.

·       Participate in planned infrastructure maintenance and technology upgrades.

·       Support infrastructure requirements related to store expansions, relocations, and remodels.

·       Help establish infrastructure standards that can be replicated across locations.

Cybersecurity (10%)

The cybersecurity responsibilities of this position are primarily focused on the network and infrastructure layer.

·       Support firewall and network security controls.

·       Maintain secure network configurations according to established IT standards.

·       Assist with network segmentation and security improvements.

·       Monitor network infrastructure for potential security concerns.

·       Assist with vulnerability identification and remediation.

·       Support network-related cybersecurity initiatives.

·       Coordinate network-security issues with technology and security vendors.

·       Escalate suspected cybersecurity incidents according to established IT procedures.

·       Follow change-control, least-privilege, and security standards when managing network infrastructure.

·       Assist with implementation of infrastructure-related cybersecurity improvements.

Monitoring & Incident Management (15%)

·       Proactively monitor network infrastructure and connectivity.

·       Take ownership of network and infrastructure incidents from identification through resolution.

·       Troubleshoot network incidents using a structured root-cause approach.

·       Coordinate with vendors and service providers when external escalation is required.

·       Maintain internal ownership of an incident even when a third-party provider is involved.

·       Provide timely and clear communication during network outages and major incidents.

·       Communicate business impact, escalation status, progress, and expected next actions.

·       Document incident findings, root causes, resolutions, and preventive actions.

·       Identify recurring patterns and recommend improvements to reduce future incidents.

·       Ensure incidents and infrastructure activities are properly documented through established IT ticketing processes.

New Stores, Remodels & Infrastructure Deployments (10%)

This position will play a key technical role in supporting company growth and new locations.

·       Own the networking and connectivity workstream for new store openings.

·       Support store relocations, remodels, expansions, and major infrastructure projects.

·       Coordinate new internet circuit installation, activation, testing, and validation.

·       Coordinate and validate LAN/WAN, SD-WAN, firewall, switching, wireless, and connectivity requirements.

·       Prepare and configure network equipment before deployment.

·       Participate in onsite infrastructure installation and testing when required.

·       Validate network and connectivity readiness before store go-live.

·       Support opening-day and post-opening network stabilization when required.

·       Coordinate infrastructure activities with internal teams, vendors, contractors, and service providers.

·       Identify infrastructure risks before go-live and escalate issues that could affect store readiness.

·       Document the completed network environment, configurations, equipment, circuits, and topology.

·       Participate in SD-WAN migrations, network modernization, equipment refreshes, and other infrastructure initiatives.

On-Call & Critical Incident Support (5%)

Participation in the IT department's on-call process is an expectation of this position.

·       Participate in the established IT on-call rotation.

·       Provide network and infrastructure support during assigned on-call periods.

·       Respond to critical connectivity and infrastructure incidents affecting retail or corporate operations.

·       Provide specialized networking escalation assistance when required during significant incidents.

·       Remain engaged during critical incidents through resolution or appropriate handoff.

·       Coordinate with ISPs, network providers, and technology vendors during outages when necessary.

·       Document on-call incidents, actions taken, escalation history, and final resolutions.

·       Participate in post-incident reviews for significant outages when appropriate.

·       Maintain sufficient documentation and cross-training so backup personnel can assist when necessary.

After-Hours, Weekend & Overnight Work (5%)

Because technology changes and infrastructure maintenance cannot always be safely performed while retail locations are actively operating, this position requires scheduling flexibility.

·       Be available for planned after-hours infrastructure maintenance.

·       Be willing to work evenings when infrastructure changes cannot be safely completed during normal business hours.

·       Participate in weekend maintenance and technology deployments when required.

·       Be willing to perform overnight work when network migrations, infrastructure changes, store deployments, or business requirements require it.

·       Participate in planned maintenance windows involving networks, firewalls, SD-WAN, wireless infrastructure, or connectivity services.

·       Support critical store openings or major technology deployments outside normal business hours when necessary.

·       Respond to critical network or infrastructure incidents according to the established on-call and escalation process.

Due to the operational nature of a multi-location retail environment, this position requires flexibility to participate in an on-call rotation and to work evenings, weekends, overnight maintenance windows, emergency incidents, and store-opening activities when business or infrastructure requirements demand it.

Travel & Field Support (5%)

·       Travel regularly between corporate offices and retail locations as part of normal responsibilities.

·       Travel to locations for network troubleshooting, installations, upgrades, infrastructure assessments, and store openings.

·       Provide onsite technical support when network or infrastructure issues cannot be effectively resolved remotely.

·       Coordinate onsite work with store management, Operations, vendors, contractors, and other IT personnel.

·       Be comfortable working hands-on in active retail environments.

·       Travel to new or existing business locations as infrastructure requirements develop.

Documentation & Standards (5%)

·       Maintain current network diagrams for supported locations.

·       Document network configurations and infrastructure standards.

·       Maintain ISP circuit and network equipment documentation.

·       Document infrastructure changes according to established IT processes.

·       Develop and maintain network-related Standard Operating Procedures (SOPs).

·       Maintain technical troubleshooting documentation and knowledge articles.

·       Keep documentation current following significant infrastructure changes.

·       Ensure critical network information is documented so support is not dependent on one individual.

·       Cross-train designated IT personnel to provide backup coverage.

Ownership & Accountability (5%)

This position requires a strong sense of technical ownership.

·       Serve as the primary technical point of ownership for network and connectivity infrastructure.

·       Take ownership of assigned incidents from identification through resolution.

·       Maintain ownership when an ISP, vendor, or external service provider must participate in resolution.

·       Proactively identify infrastructure risks, weaknesses, and improvement opportunities.

·       Research and recommend infrastructure improvements.

·       Provide technical recommendations based on reliability, security, scalability, cost awareness, and business requirements.

·       Communicate proactively during outages, projects, maintenance activities, and critical incidents.

·       Follow established ticketing, documentation, security, and change-management procedures.

·       Properly plan and document infrastructure changes before implementation.

·       Complete appropriate post-incident documentation following significant outages.

·       Identify preventive actions after recurring or major incidents.

·       Build sufficient internal documentation and backup knowledge to reduce single-person dependency.

·       Continuously develop technical knowledge in networking, infrastructure, and cybersecurity.

The expectation of ownership is simple:

Own the issue, investigate it, engage the appropriate resources, communicate its status, drive it toward resolution, document the outcome, and identify opportunities to prevent recurrence.

Collaboration & Communication (5%)

·       Work closely with IT Operations, Systems, business departments, store management, and leadership.

·       Communicate technical issues clearly to both technical and non-technical stakeholders.

·       Provide clear status updates during service interruptions.

·       Coordinate professionally with ISPs, technology vendors, contractors, and service providers.

·       Collaborate with other IT team members during critical incidents even when an issue crosses normal role boundaries.

·       Provide technical guidance regarding network and infrastructure requirements.

·       Share knowledge and provide cross-training to designated backup personnel.

Supervisory Responsibilities

This position has no direct supervisory responsibilities but may coordinate the work of vendors, contractors, service providers, or project teams as assigned.

Education and Experience

Required

·       Experience in IT infrastructure, networking, technical support, or a related technology role.

·       Strong understanding of TCP/IP networking fundamentals.

·       Working knowledge of LAN/WAN environments.

·       Understanding of VLANs and switching concepts.

·       Understanding of routing and firewall fundamentals.

·       Experience working with managed switches and wireless access points.

·       Strong troubleshooting and problem-solving skills.

·       Ability to document technical environments accurately.

·       Ability to prioritize incidents and work independently.

·       Strong sense of technical ownership and accountability.

·       Ability to communicate technical issues clearly to technical and non-technical stakeholders.

·       Ability and willingness to travel regularly to retail locations.

·       Ability to participate in an on-call rotation.

·       Flexibility to participate in planned evening, weekend, and overnight infrastructure activities when required.

Preferred Qualifications

·       Experience supporting multi-location network environments.

·       Experience with SD-WAN technologies.

·       Experience with firewall administration.

·       Exposure to network architecture and design.

·       Exposure to infrastructure and network monitoring platforms.

·       Familiarity with enterprise switching and wireless technologies.

·       Experience coordinating with ISPs and technology vendors.

·       Experience in retail or another high-availability, multi-location environment.

·       Understanding of cybersecurity fundamentals and network security principles.

·       Experience participating in infrastructure deployments, migrations, or new-location implementations.

Preferred Certifications

·       CompTIA Network+

·       Cisco CCNA or equivalent networking experience

·       Relevant firewall or networking vendor certification

·       CompTIA Security+ or equivalent cybersecurity training

·       Professional certifications may also form part of an established technical-development path.

Physical Requirements

Prolonged periods of sitting and computer work.

Frequent standing and walking while providing onsite support in corporate and retail environments.

Ability to lift, carry, install, or reposition network and infrastructure equipment as required.

Ability to access network closets, equipment rooms, and other infrastructure areas as needed.

Ability to travel regularly between corporate offices and retail locations.

Working Conditions

·       Corporate office environment with regular travel to retail locations.

·       Hands-on technical work in active retail environments.

·       Participation in new store openings and infrastructure deployment projects.

·       Participation in planned infrastructure maintenance windows.

·       Occasional evening, weekend, and overnight work based on operational requirements.

·       Participation in an established IT on-call rotation.

·       Response to critical network and infrastructure incidents according to established escalation procedures.

·       Fast-paced, multi-location retail environment where uptime, communication, flexibility, documentation, and technical ownership are critical.

Role Boundaries

Primary Ownership

·       Networking

·       LAN/WAN

·       SD-WAN

·       Internet connectivity and ISP coordination

·       Switches and routers

·       Firewalls

·       Wireless infrastructure

·       VLANs and network segmentation

·       Network monitoring

·       Network infrastructure

·       Network documentation

·       Network-focused cybersecurity

·       Infrastructure deployments

·       New-store networking

·       Network vendor coordination

Not A Primary Responsibility

This position is not primarily responsible for routine Help Desk operations, including:

·       Routine password resets

·       Standard end-user support

·       Routine Microsoft 365 administration

·       Routine user provisioning

·       Standard workstation deployments

·       General application support

·       Routine POS troubleshooting

·       General Help Desk ticket queues

The position may assist with broader IT incidents, major projects, store openings, and critical operational circumstances when required. However, its primary focus remains networking, infrastructure, connectivity, and network-focused cybersecurity.

Reporting Relationships

Works Closely With:

IT Operations and Systems personnel

Store Management and Operations

Business departments and company leadership

Internet service providers, technology vendors, contractors, and service providers

Decision-Making Authority

Authorized to:

Troubleshoot and resolve assigned network and infrastructure incidents within established IT standards.

Coordinate with ISPs, technology vendors, contractors, and service providers for network and infrastructure support.

Recommend network, infrastructure, resiliency, security, and standardization improvements.

Escalate critical infrastructure, cybersecurity, availability, and store-readiness risks to IT leadership.

Coordinate network maintenance, deployments, and infrastructure activities within approved change-management procedures.

Key Performance Indicators (KPIs)

Network uptime and availability

Network and infrastructure incident response and resolution time

Reduction of recurring network and connectivity incidents

Critical incident documentation and post-incident review completion

Proactive network monitoring and issue identification

Infrastructure project completion and timeliness

New-store network readiness by scheduled go-live date

Network equipment, circuit, topology, and configuration documentation accuracy

Network-security vulnerability remediation completion

Compliance with change-management, least-privilege, security, and ticketing procedures

ISP and technology-vendor escalation and resolution effectiveness

Completion and accuracy of network diagrams, SOPs, and technical documentation

On-call response and escalation compliance

Preventive infrastructure and reliability improvements completed