Description
Assists in support for end users by self generated tickets.
Job Responsibilities:
Provide tier 1-3 level support of users, Servers, and systems via telephone, email, and in-person correspondence
Participate in on-call rotation
Perform system maintenance and checks of existing network infrastructure
Plan and perform new installations of network infrastructure
Troubleshoot client Internet connectivity, backup, and other network wide issues
Provide comprehensive, client-focused solutions to address problems and new functionality requests from end-users, client IT staff, and other IT team members.
Efficiently execute maintenance and support procedures, anticipate the needs of clients and communicate clearly with all interested parties using email, ticket tracking systems, telephone, and in-person correspondence
Document all relevant infrastructure adjustments, augmentation, and deployment within the documentation system, and help to maintain the accuracy of the help desk database
SKILLS:
Minimum Requirements:
College level written and verbal communication skills
Need someone with a operations background not a developer.
10+ years of IT experience with increasingly complex technical solutions and customers
Efficient work ethic, including the ability to multi-task
Ability to document and take copious notes
Integrity and honesty
Operations systems: Cisco, Juniper
Software: Cisco, Juniper, Netreo Omniview
Preferred Qualifications:
CCNP and/or Juniper equivalent
BA or BS degree
Proficiency in network change implementation
Proficient in third party tools for monitoring, troubleshooting, ticketing and reporting
Experience as a project lead and/or designing, planning and installing Network Infrastructure
Experience as a senior network operations resource troubleshooting and remediating issues.