Responsible for handling second level support and service requests. The role is responsibility for network analysis and design,technology support, client support. There source will be required to provide top level support for any network issues ranging from implementation of new networks, troubleshooting outages for local and remote networks. Additional responsibilities include handling second levels support and service requests related to all supported technology including but not limited to: workstations, servers, printers, and Office applications.
EssentialDuties & Responsibilities:
- Technical support for networking such as: WAN and LAN connectivity, routers, firewalls, wireless and security.
- Remote access solution implementation and support such as IPSEC VPN
- Understanding of DNS/DHCP
- Ability to work with vendor support to resolve client issues
- Experience with Command Line Interfaces to manage computer equipment
- Respond to and resolve alerts and tickets generated from the monitoring system and/or customer requests in a timely fashion.
- Maintain system configuration information within ticketing system and ensure it is attached to relevant tickets.
- Communicate with customers as needed regarding ticket progress, changes or agreed outages.
- Escalate service requests that require engineer level support in a timely fashion to prevent breech of SLA.
- Work with all team members to implement and improve Company best practices.
- Utilize central management tools to resolve customer issues with minimal customer impact. Get new clients on-boarded and documented in our systems.
Scope:
- Perform fast turnaround of customer requests.
- Perform network administrative duties on-site weekly.
- Communicate effectively with the customer regarding issues and potential problems.
QualificationsRequired:
- Minimum CCNA and CCNP Certification
- Juniper Network Certification & Ubiquity
