Summary:
This position is responsible for maintaining high-quality white-glove IT services and support for our Clients/Customers. Our goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. This position is part of the Network Operations Center team so candidates must be passionate about technology, highly skilled at providing amazing customer service, and have the ability to thrive in a fast-paced and high-pressure environment.

Key Responsibilities:

Responds to inquiries and requests for assistance with the Client’s network, business, and personal computer systems.
Identify problems, troubleshoot, and implement resolutions to assist users.
Performs review audits of client’s current information systems.
Evaluates operating practices to determine if controls and security measures are adequate.
Assesses the dependability and integrity of information systems and associated data.
Perform disaster recovery functions for clients.
Maintains the client’s network servers, network infrastructure, peripheral devices, and workstations.
Monitor performance and maintain the security of LANs.
Work with multiple hardware and software platforms.
Assesses network performance. Sets up and observes network systems and peripherals.
Recommend and implement upgrades or improvements. Resolves network problems and offers technical assistance to users.
Perform service pack, hotfix, and security updates to servers, workstations, printers, network hardware such as routers, switches, and firewalls.
Design, configure and implement network infrastructure to include network servers and network hardware such as routers, switches, and firewalls.
Utilize our organization’s monitoring software/hardware used in maintaining the client’s network infrastructure.
Consists of applications, Lab Tech, ConnectWise, custom applications created locally.
Configure and implement complex hardware/network solutions to meet the client’s organizational needs.
Consists of but are not limited to Exchange Email, Mobile computing architecture, all Windows operating systems, Sophos.
Firewalls, ISP architecture, Wireless Internet access, etc.

Qualifications:

CompTIA A+ Certification, Project+, Network+ (Active and Current).
Above Basic Comprehension of Network Setups and Configurations.
At least 1 – 3 years of experience working in IT Service Team/MSP NOC Team Environment.
Proficient in Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint).
CRM Experience (ConnectWise, Autotask, TigerPaw).
Pathway to Higher Credential or Certification, within 2 years. (i.e. MCITP, MCP, CCNA, CCDA, CCNP).

Skills & Knowledge:

Perceived capacity to exude Personal Credibility and Professional Integrity.
Positive attitude, towards people and problems.
Ability to self-start, work independently and achieve high standards to meet multiple deadlines.
Explicitly proficient communicator, including writing, speaking, editing, proofreading, and computer skills.
Above-par working capacity, to work in small and large projects with great attention to detail.
Work effectively with staff in a team-oriented environment with a positive, can-do attitude.
Adept in developing and maintaining strong relationships with management, staff, vendors, and clients.
Exhibit a high degree of professionalism, balanced business judgment, tact, and diplomacy.
Excellent problem-solving skills, in both mundane and highly sensitive, albeit complex situations.

Work Environment Expectation:
Work in this environment is considered medium physical work requiring the exertion of up to forty (40) pounds of force occasionally and up to twenty (20) pounds of force frequently, and up to 10 pounds of force constantly to move objects.

Must be able to:

Walk, lift, reach, stoop, sit, squat, bend, stand, grasp, balance, climb, kneel, crouch, and type for extended periods of time up to 10 hours.
Prepare, read, comprehend and analyze a variety of complex forms, reports, spreadsheets, maps, plans, records,
documentation and correspondence in all languages required by the job.
Speak to individuals or groups of people with poise, voice control, confidence, and professional integrity.
Respond adequately to inquiries or complaints.
Write using standard conventions in all languages required by the job.
Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid
Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form.
Communicate effectively and efficiently in all languages required by the job using whatever communication device or system is required (telephone, et.al.)
Use/interpret job-related terminology, mathematical formulas, and functions effectively and efficiently.
Deal with people beyond giving and receiving instructions maintaining effective working relationships.
Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations.
Be sensitive to cultural differences among individuals and groups of persons.
Safely operate a motor vehicle.
Operate/use a variety of job-specific office machines and other office equipment.
Manage multiple high-priority initiatives in a fast-paced, highly technical environment.
Successfully perform the planning, directing, reporting, and administrative responsibilities of this position.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all employees within this class.

Workplace Designation:
Due to the nature of this position, in working closely with multiple departments and their core business unit, this position is unable to be performed by a Remote Employee. As there is no concession available for a Remote Employee, no requests made to convert this position to Remote Employees will be considered.

Deeptree

Network Technician II

About the Job