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Network Technician
3 months ago
Our Clifton Park client is looking to add a Network Technician to their growing team.
A Network Technician participates in all functions of the MSP service process. They will cover first- line phone and email support, function as a client liaison, deploy new technology, assist business development with acquisition of new clients, onboard new clients, assist with the management of products, and services.
The Network Technician role is expected to provide top notch customer service to our clients. This relates not only to the technical skill set but also to treating people in a courteous and professional manner. You will interact with a variety of personalities daily, via email, phone calls, and tickets. It is your responsibility to do your best to understand the client's request. The Network Technician must multi-task, prioritize, actively resolve tickets, enlist assistance from others in the team when needed, and communicate effectively with clients and team members.
Responsibilities
- First-Line Support- Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing system
- Technical Troubleshooting- Perform basic troubleshooting steps to diagnose and resolve technical issues reported by end-users. This may include software configuration, hardware diagnostics, and network connectivity troubleshooting.
- User Account Management- Assist with user account management tasks such as password resets, account unlocks, and access provisioning based on organizational policies.
- Software Installation and Support- Provide assistance with software installation, upgrades, and basic usage inquiries for standard applications and productivity tools.
- Hardware Support- Assist users with hardware issues, including basic troubleshooting of desktops, laptops, printers, and peripherals. This may involve diagnosing hardware failures, replacing components, or coordinating repairs with vendors.
- Documentation and Knowledge Base Maintenance- Maintain documentation of common technical issues, troubleshooting procedures, and resolutions. Contribute to the knowledge base to facilitate self-service support for end-users and fellow technicians.
- Remote Desktop Support- Provide remote assistance to end-users using remote desktop software tools to troubleshoot and resolve technical issues without the need for physical access to their devices.
- Communication and Customer Service- Communicate effectively with end-users to gather information about reported issues, provide status updates on ongoing investigations, and ensure customer satisfaction throughout the support process.
- Escalation Procedures- Follow established escalation procedures to escalate unresolved or complex issues to Level 2 or Level 3 support teams for further investigation and resolution.
- Monitoring and Alert Response- Monitor system alerts and notifications to identify potential issues or abnormalities. Respond promptly to alerts and take appropriate actions to mitigate risks or address incidents.
- Ticket Management- Create, update, and prioritize support tickets in the helpdesk ticketing system. Ensure timely resolution and escalation of tickets according to the client agreements
Qualifications
- Minimum of 2 years within a computer networking position
- Proven troubleshooting and diagnostic skills
- Ability to communicate with users over the phone and provide remote support using a variety of remote support tools
- Must be a detail-oriented self-starter- function autonomously, with minimal supervision
- Strong team player
- Excellent verbal and written communication skills. Able to explain technical issues in clear and understandable language • Strong customer service orientation
- Demonstrated dedication to consistent quality
- Possess valid and clear drivers' license and have access to a good working car and/or other form of reliable transportation as required
