Summary Investigates and resolves network support problems.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Monitors and supports WAN/LAN connections at remote client locations.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Leads remote clients and technicians through diagnostic procedures to determine source of error.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
Prepares standard statistical reports, such as help desk incident reports.
Consults with programmers to explain software errors or to recommend changes to programs.
Calls software and hardware vendors to request service regarding defective products.
Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.
Installs personal computers, software, and peripheral equipment.
Calls ISP and telecommunications providers regarding connectivity issues.
Represents Contingent during after hours’ support of our 24x7 customer by being available via the mobile phone rotated among staff.
Participates, as requested by management, in monthly customer review calls to discuss tickets and challenges for the customer account over the prior month.
Communicates with the project teams, management, and the support team on customer project status, necessary changes, information, and training.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of manager, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have knowledge of database software; internet software; Microsoft Word, Excel, and Outlook software.
Certificates, Licenses, Registrations
Prefer certifications in any of the following: Cisco, FortiNet, SonicWall, Juniper, A+, Network +, Security +.
The Network Operations Center operates 24/7/365. Schedule flexibility is required.
Education and/or Experience
Associate's degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Contingent Network Services LLC. - 5 months ago
Contingent was originally founded in 1984 as a fiber optic infrastructure services company. Since then, Contingent has dramatically...