Summary Investigates and resolves network support problems.
Essential Duties and Responsibilities of this entry-level position include the following. Other duties may be assigned.
•Leads remote clients and technicians through diagnostic procedures to determine source of error.
•Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from clients experiencing problems with network connectivity, and other computer-related technologies.
•Handles problem recognition, research, isolation, resolution and follow-up for routine network problems, referring more complex problems to supervisor or escalation team.
•Comprehends, writes, or revises support & deployment scripts, manuals, and procedures.
•Opens, works and closes incidents via proprietary ticketing system.
•Completes remote network installations by directing field technicians.
•Communicates updates and status to clients and internal project teams.
•Understands network designs based on client requirements (LAN/WAN/WLAN).
•Provides in-house staging and configuration of network devices (LAN/WAN/WLAN) for supported projects.
Supervisory Responsibilities This job has no supervisory responsibilities.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Skills Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of manager, clients, customers, and the general public.
Mathematical Skills Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills To perform this job successfully, an individual should have knowledge of database software; internet software; Microsoft Word, Excel, and Outlook software.
Certificates, Licenses, Registrations Prefer certifications in any of the following: Cisco, FortiNet, SonicWall, Juniper, A+, Network +, Security +.
Other Qualifications The Network Operations Center operates 24/7/365. Schedule flexibility is required.
Education and/or Experience Associate's degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.