Network Technician

3 weeks ago

Renton, United States Insight Global Full time

A reputable healthcare client is looking to bring on these resources to build out an internal Network/ Telephony infrastructure team rather than outsourcing support and escalations to a managed partner. They will be configuring and supporting network and telephony systems. These technicians will be working off a ticketing system and traveling between Kaiser locations around Seattle/Renton WA area to resolve a variety of issues and escalations.



If you want to know about the requirements for this role, read on for all the relevant information.

Must Haves:

  • 2+ years of experience in Networking or Telephony system and user support
  • 1+ year experience configuring, implementing, and supporting CISCO network and telephony systems
  • 1+ year experience writing documentation or standard operating procedures
  • High School Degree Required (resume must include year of graduation of highest completed degree)
  • Must be open to travel within a 50 mile radius of each location – they will be driving 20-30% (**mileage reimbursable**)
  • MUST PASS DRUG PANEL, BACKGROUND CHECK, AND MOTOR VEHICLE REPORT CHECK

Plusses:

  • Network+ Certification
  • ACD fundamental concepts

Detailed Description

The individual contributor is primarily responsible for providing first level support to resolve problems with network/telephony products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors under the guidance of more senior team members.

Essential Responsibilities

The primary job duties this position is responsible for achieving are listed in order of importance. Completes work assignments by following procedures and policies, and using data and resources; collaborating with others to address business problems; adhering to established priorities, deadlines, and expectations; communicating progress and information; occasionally identifying and recommending ways to address improvement opportunities; and escalating issues or risks as appropriate. Pursues self-development and effective relationships with others by sharing information with coworkers and customers; listening and responding to performance feedback; acknowledging strengths and weaknesses; and adapting to and learning from change, difficulties, and feedback. Follows procedures for incident escalation and notification to leadership. Follows standard operating procedures. Provides first level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly). Supports efforts to analyze and prioritize incoming requests and alerts. Supports troubleshooting efforts in conjunction with customer to identify routine problems. Escalates routine problems, as necessary, to appropriate resource (e.g., support team, vendor). Supports tracking and documentation of details of problems, status of service requests, and resolutions. Reviews information (e.g., procedures, installation, configuration) related to new technology. Provides the knowledge repository for routine technical support. Supports efforts to meet key performance indicators (e.g., performance, availability, capacity). Supports the documentation of workarounds for problem records and changes to proactive processes. Resolves non-complex problems under the guidance of others.

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