Primary Roles & Responsibilities

·        On-site support at client premises performing tasks such as hardware, software, and network troubleshooting, server imaging, deployment, configuration, rebuild and decommissions. 

·        Physically install, configure and test network assets (i.e. switches, routers, firewalls, network tools & testing devices) in network closets and data center network cabinets. 

·        Employ appropriate troubleshooting techniques for network performance issues. 

·        Ensure the data network and all related equipment are in optimal working condition. 

·        Perform network closet clean-up, switch port optimization, and survey work as needed.

·        Utilize network monitoring software tool during maintenance windows to ensure that all monitored network equipment is functioning in accordance with our clients' standards and SLAs, both before and after changes are made.

·        Perform day-to-day field installation, configuration, service, preventive maintenance, and decommission of advanced services such as:

·        Wireless

o   Install equipment and maintain WIFI Systems, wireless router and other infrastructure and technologies to provide wireless communications capabilities across clients’ networks and data computing infrastructure.

·        Complete work orders for moves, adds, changes (MAC) and deletions, and repairs in one or more product lines.

·        Propose and implement hardware and software upgrades that will improve the performance and reliability of the network system.

·        Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers/clients.

·        Complete required documentation in a variety of written and electronic formats according to company standards such as time reporting for billing & payroll, work order progress & completion, time and materials for client SLAs, etc.

·        Inform operations management regarding procedures and/or status of work orders for the purpose of providing necessary information for making decisions, taking appropriate action and/or complying with OSHA regulations.

·        Request equipment and supplies for the purpose of maintaining inventory and ensuring availability of required items, as required.

·        Respond to emergency situations during or after hours for the purpose of resolving immediate client concerns and meet SLAs.

·        Transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site.

·        Attend meetings, workshops, training, and seminars for the purpose of conveying and/or gathering information required to perform job functions.

·        Achieve performance targets established by leadership for applicable Key Performance Indicators. 

·        Perform other duties as assigned by management.

·        Availability for On-Call Duties

Education/Experience Requirements

·        CCNA Skills  

·        Experience in Service Now

·        Fluent in English 

·        Minimum 5+ years’ data networking experience in field service, data center or related IT technician environment.

·        Advanced knowledge of critical infrastructure components such as racks, labeling, commercial UPS, switches, routers, terminal server.

·        Experience in using a laptop to set configurations on equipment such as routers, switches and other components of an IP Network.

·        Proven ability to make software changes (upload, download & SW regression) and installing new software and hardware into various devices such as PCs, routers, servers, etc.

·        Day-to-day field installation, configuration, service, preventive maintenance, and decommission experience of advanced services.

·        Strong customer/client service orientation with effective communication and interpersonal skills, including tact and diplomacy.

·        Proven skills in reliability and dependability demonstrated through completing tasks on time and with minimal supervision, punctual and present for work, informing appropriate individuals when work will not be completed in agreed upon time frame.

Physical Requirements

·        Heavy Work: May frequently exert force equivalent to lifting to approximately 50 pounds and/or occasionally exert force equivalent to lifting up to approximately 100 pounds.

·        Vision: Requires the ability to perceive the nature of objects by the eye.

·        Peripheral: Ability to observe an area that can be seen up and down or left and right while eyes are fixed on a given point.

·        Color Vision: Ability to identify colors.

·        Speaking/Hearing: Possesses the ability to give and receive information through speaking and listening skills.

·        Motor Coordination: While performing the duties of this job, the incumbent is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The incumbent is frequently required to stand; and walk. The incumbent is occasionally required to climb or balance; and stoop, kneel, crouch, or bend.