Day in the Life of a Network Support Technician: What to Expect

Thinking about becoming a network support technician, but not sure what this role really involves? This specialized IT support career focuses on keeping an organization’s computer networks running smoothly by resolving network issues, configuring hardware, and troubleshooting connectivity problems.

According to the US Bureau of Labor Statistics, employment for computer network tech is expected to grow by 3% from 2023 to 2033. While it may seem like a small percentage, this accounts for 16,400 job openings each year. 

So, if you’re considering a rewarding IT career, understanding the daily life and tasks of a network support tech can help you decide if it’s the right path.

Roles and Responsibilities of a Network Support Technician

A network support technician is responsible for the setup, maintenance, and troubleshooting of an organization’s computer networks. In many ways, they perform the behind-the-scenes tasks that ensure employees can communicate, access data, and get online without interruption. Key responsibilities typically include:

• Network Monitoring and Maintenance: This involves monitoring dashboards or alerts for any signs of trouble, such as a server going offline or unusual traffic spikes, and performing routine maintenance, including updating firmware on routers/switches and applying security patches to network devices.
• Troubleshooting Connectivity Issues: Diagnosing and resolving problems that cause network downtime or slowdowns. For example, if users report that the internet is slow or a department can’t access a shared drive, a network tech systematically checks for issues, from faulty cables and misconfigured routers to bandwidth bottlenecks or DNS errors. The goal is to restore connectivity quickly with minimal disruption, which is an essential part of troubleshooting skills.
• Installing and Configuring Network Equipment: This includes installing routers, switches, firewalls, and Wi-Fi access points in offices and server rooms. After physical installation, network technicians configure these devices, i.e., assigning IP addresses, setting up routing protocols or VLANs, and ensuring all equipment integrates correctly into the existing network.
• Network Security Management: A network support technician often helps maintain firewalls, manage VPN access for remote workers, and update security settings on network hardware. 
• User Support for Network Issues: Assisting colleagues and clients with network-related problems. While they aren’t general computer help desk support for every issue, network techs do respond when someone can’t connect to Wi-Fi, when a remote employee’s VPN isn’t working, or when a certain office application can’t reach the server. 
• Documentation and Network Diagramming: Maintaining up-to-date network diagrams and documentation is a crucial part of the job. This includes labeling cables and ports, logging device configurations, and documenting any fixes or upgrades. 

Daily Routine Breakdown

Morning: Network Health Checks and Priority Tickets

A network technician’s day often starts with reviewing the state of the network and addressing any immediate issues.Typical morning tasks for a network support tech include:

Checking Overnight Alerts

Check if any alarms or outages occurred during the night. Typically, verifying if the following are online:

• Routers
• Switches
• Servers

Reviewing Open Tickets

Much like a computer support technician, a network support tech will review network-related support tickets from the previous shift. The most common requests are:

• The Internet not working in a branch office
• VPN connection failure for a remote user
• Users experiencing a slow internet connection 

Prioritizing Critical Issues

If any part of the network is down or a major incident occurs, that becomes the top priority.

NOTE: In some companies, there can be a short meeting with colleagues to discuss any ongoing network issues or planned work for the day. 

Lunch Break

Network support technicians often have to be flexible with breaks. Unlike some positions, lunch isn’t always a tech-free hour, as the network needs to be monitored continuously.

If you’re the sole network specialist in a small company, you might find yourself eating at your desk while keeping an eye on monitoring alerts or being ready to respond to urgent calls. 

In larger IT departments or managed service environments, teams will stagger lunch breaks to ensure at least one technician is always available. 

Afternoon: Proactive Maintenance, Upgrades & Collaboration

Afternoons are often reserved for planned work and collaborative projects. This is the time when a network support technician can focus on improvements and heavier tasks that are harder to address when everyone is logging on in the morning. During the afternoon, a network technician might:

• Apply Updates and Upgrades
• Network Infrastructure Projects
• Collaboration and Meetings
• Afternoon Support Tickets
• Network Performance Checks

End of Day: Wrapping Up, Documentation & Next-Day Prep

Before finishing the day, a network support technician might:

• Review and Update Tickets
• Document Changes
• Final Network Status Check
• Update the help desk for next-shift techs

Example of a Network Support Technician’s Daily Life

Let’s take Alex, for example. She is our imaginary network support tech at a mid-sized healthcare company in Dallas, Texas.

8:30 AM

Alex starts the day by checking the network monitoring system. She notices that around 3:00 AM, one of the branch clinic routers briefly went offline and then came back up. She makes a note to investigate that router’s logs later, but since it’s not causing an active issue now, she proceeds to scan for any new support tickets. Another ticket catches her eye immediately: the finance department reported slow connectivity early this morning.

9:00 AM

Alex investigates the finance department’s network slowness and discovers that one user’s computer is accidentally running a bandwidth-heavy cloud backup during office hours, clogging that segment of the network. She coordinates with the user to pause the backup and reschedule it for the evening and documents the process.

10:30 AM

A remote sales employee calls in with a problem: they can’t connect to the company VPN from home. Alex guides them through some troubleshooting steps. She checks the VPN server (it’s up and running normally) and then discovers the issue is an expired VPN security certificate on the user’s laptop. Alex walks the employee through updating the certificate and, as a test, watches her monitoring dashboard to see the user successfully connect to the VPN. 

12:00 PM

It’s lunch break for Alex.

1:00 PM

After lunch, Alex and the IT team discuss an upcoming project: migrating part of their on-premises data center to a cloud service. 

2:30 PM 

Alex receives an alert for one of the core network switches. She checks the network room, finds the failed switch, and swaps it with a pre-configured spare unit.

NOTE: Hardware failures like those mentioned above occur rarely.

4:00 PM

Now, Alex remotely connects to that branch clinic router (the one with the 3:00 AM hiccup) and reviews its logs, determining that a brief ISP outage caused the overnight drop. She updates the network documentation with this info, noting the incident in case it becomes a recurring problem with the ISP. Alex also uses this time to update some network diagrams to reflect the new switch she installed earlier.

5:00 PM

Before logging off, Alex double-checks the support ticket queue. All critical tickets have been handled or updated. She writes a brief handover note to her team about the switch replacement, so the next day’s team knows what happened. 

Common Challenges (and How Technicians Overcome Them)

Career Progression and Opportunities

A role in network support doesn’t mean you’ll stay there forever. In fact, it’s often the first step on a long and diverse IT career path. 

Once you’ve mastered the core responsibilities of a network support technician, many professionals go on to specialize or take on more advanced roles.

Here are just a few directions you might grow into:

• Network Architect: Network architects often consult on major projects (like a company’s nationwide network overhaul) and typically have advanced experience and certifications. It’s a natural progression for technicians who love the design and strategy aspect of networking.
• Cybersecurity Specialist (Network Security): Focuses on protecting systems and data from threats.
• Cloud Networking Engineer: This role involves managing virtual networks, hybrid cloud connectivity, and software-defined networking services for the organization. 

Essential Tools

Working as a network support technician means getting comfortable with a variety of tools and technologies. On any given day, you might use a mix of the following software and hardware:

• Network Monitoring Systems: PRTG, Nagios, or SolarWinds
• Remote Access and Configuration Tools: TeamViewer, AnyDesk, Microsoft Remote Desktop, PuTTY, or SecureCRT
• Hardware Tools and Testing Equipment: Cable testers, tone generators, screwdrivers, pliers, and zip ties
• Documentation and Diagramming Software: Microsoft Visio or Lucidchart

Learning these tools during or after your training can make your transition to a real-world job much smoother.

NOTE: These tools can vary based on your location and employer.

Importance of Soft Skills

While technical skills are essential, soft skills often make the difference between a good network support technician and a great one. 

You’re not just solving network problems; you’re helping people who may be stressed, frustrated, or completely unfamiliar with the internet and VPN connections they use.

That’s why soft skills like these are highly valued:

• Clear communication: Explaining solutions without jargon
• Patience and empathy: Especially with non-technical users
• Team collaboration: IT doesn’t operate in isolation
• Time management: Balancing high volumes of tickets under pressure
  

It’s this mix of hard and soft skills that makes the role challenging but incredibly rewarding.

Is This the Right Fit for You?

Without making it complicated, just know if you love the technicalities of the internet, enjoy helping others, and are curious about upcoming network technology, becoming a Network Support Technician could be the ideal IT career for you.

As for where to train for this role, opt for CCI Training Center’s Computer & Network Support Technician Program. It is completely online, and it is designed to get you job-ready in as little as 25 weeks.