As a Network Technician, you are responsible for providing primary support for all network-related technical issues and secondary support for all other issues reported by our customer base. You are expected to independently solve most issues you face with minimal supervision and escalate remaining issues to a higher level only when necessary. You must be highly skilled in resolving issues remotely, interacting positively with customers on the phone, and you must exhibit strong written communication skills. As field-based support is required, a high level of professionalism and presentation is important as well.
Answer, evaluate, and prioritize requests for assistance from users experiencing problems with hardware, software, networking, telephony, and other computer related technologies
Set up and install new network equipment according to our standards ensuring proper installation of cabling, operating systems, and appropriate software
Configure network and internet related technologies, including LAN, WAN, Wireless, DHCP, DNS,VPN, vLAN, Routing, and Firewalls
Participate in network implementations, including design, installation, and configuration of network equipment and technologies.
Resolve the majority of technical issues without additional assistance
Manage customer expectations through proper communication
Provide proper follow-through to ensure issues are resolved to satisfaction
Provide technical oversight to junior team members
Provide assistance to senior team members when necessary
Document and update installation, configuration, deployment and maintenance procedures
Provide after-hours on-call emergency support as needed
Adhere to standardized workflow and processes
Participate in special projects as assigned by management
Able to move PC equipment (monitors, printers, laptops, etc) as required to complete assigned installation and troubleshooting tasks
5+ years of hands-on technical experience implementing, configuring and/or troubleshooting complex networking environments, including Cisco, HP, and WatchGuard.
A+, Network+, Security+ or equivalent
CCNA, CCNP or equivalent