Employment

The Network Support Engineer is responsible for all onsite and remote service and support needs for our customers.  This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.  

Essential Duties and Responsibilities:                                            

• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft and VMware
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Implement and support disaster recovery solutions
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services, and VDI
• System documentation to include system reviews and recommendation
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Administer hosted and cloud solutions for customers using technologies that meet their requirements
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service issues that cannot be completed within agreed service level
• Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customer’s need
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ticketing system as it occurs
• Work through a daily schedule in the ticketing system that has been established through the dispatch 
• Understand processes in ticketing system by completing assigned training materials
• Enter all work as service tickets into ticketing system
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required:  

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Adtran ATSA, ATSP, or ATSE, SonicWall CSSA, Cisco CCNA, or VMware VCP
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment
• Ability to learn new technologies quickly through formal and self-training
• Minimum experience 2 years