Summary:
Performs device configurations, internal operating system upgrades, and software upgrades and deploys network devices including (but not limited to) routers, switches, load balancers, and firewalls. Assists with troubleshooting circuit equipment and all other network issues. Monitors, responds, and provides resolution for all network problem and incident tickets. Utilizing case management system (CMS), documents status updates and problem resolutions.
Job Duties:
- Follows documented network services processes and procedures - identifies gaps in processes or documentation and suggests improvements
- Troubleshoots network problems and recommends corrective procedures
- Responsible for security remediation on the network infrastructure
- Performs customer service duties and responds to customer requests as defined by management
- Responds to customer requests as defined by management completing assignments in a timely manner with an acceptable level of quality
- Prepares activity reports as requested by management
- Identifies opportunities to improve workflow and creates supporting documentation for review by peers and management
- Maintains network services documentation related to work area
- Completes network change requests in accordance with service level agreements
- Maintains network lab and equipment inventory
- Other related duties assigned as needed
Skills and Qualifications:
- Communicates ideas both verbally and in written form in a clear, concise, and professional manner
- Knowledge of network technologies (i.e. routers, switches, load balancers, firewalls, network and routing protocols, DNS)
- Knowledge of basic IT technologies (i.e. operating systems, network devices, software development and architecture)
- Must be able to drive to support sites 2-3 hours away
- Must be able to lift and install equipment weighing up to 50lbs.
- Must be familiar with Wi-Fi in an enterprise environment
- Requires knowledge of basic office tools
- Ability to understand and apply technical concepts
- Team skills, including the ability to establish and maintain effective working relationships
- Flexibility, versatility, dependability
Education and Experience:
- Bachelor's degree in technical discipline or related field or an equivalent combination of education and experience as required for the specific job level