The ideal candidate will be responsible for maintaining and improving clients’ networks , server environment and overall infrastructure. You will also provide troubleshooting and configuration support by using your strong technical skills in Windows environments and IP networking.
Responsibilities
- Provides Tier II software and hardware support of medium to high complexity on a daily basis via telephone, email, instant message, remote control tool or onsite.
- Onsite support may include hardware or software installation, troubleshooting, or training.
- Troubleshoots and restores technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
- Enters all incoming incidents and requests into the ticket management system, documenting detailed and accurate troubleshooting steps and instructions, as well as properly notating tickets with all customer contact
- Functions, somewhat independently, under general direction of more senior Network Engineers, or Management
- Provides technical advice, guidance and informal training to customers using hardware and software programs.
- Maintains knowledge database and ticketing system data to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with tickets.
- Escalates issues in a timely manner to more senior staff if necessary
- Provide training, mentoring and assistance to Help Desk Staff
- Install all new hardware, systems, and software for networks.
- Install, configure, and maintain network services, equipment and devices. Supports administration of servers
- Plans and supports network and computing infrastructure.
- Monitors system performance and implements performance tuning. Requires a thorough knowledge of networking essentials.
- Oversee software and network security.
- Participates in on-call rotation as necessary
- Strong analytical abilities and professional office experience needed