Network Technician - Level 1
The Network Technician - Level 1 is responsible for first tier support in GCS' Managed Services and Flex Services offerings. Ideal candidates are expected to have excellent communication skills. They will be comfortable providing end-user support for basic to intermediate level computer problems and requests. They will be expected to learn new products and technologies quickly and constantly.
Job Duties:
- Receive incoming phone calls and provide Level 1 problem resolution.
- Create helpdesk tickets for all incoming calls and assign to Level 2 Technicians as needed.
- Track Ticket status to ensure that each ticket in the queue is being updates and completed in a timely manner. Escalate tickets in danger of exceeding SLA.
- Perform basic troubleshooting of internal computer and network systems. Assist Network Engineers, and Level 2 Technicians with internal support tasks.
- Assist with various billable or non-billable tasks requested by Project Managers, Level 2 Technicians, and Network Engineers. This may include basic network management tasks, couriering parts and equipment to onsite technicians, parts pickup and delivery, etc.
- Assist with onsite project deployments including handset setup for phone systems, AV/AS deployment, domain membership configuration and other basic tasks.
Technical Knowledge:
Candidates are expected to immediately have the knowledge and experience to support most of the following technologies:
- All Windows desktop versions. Mac/Linux is helpful but not required.
- Common Desktop Applications
- Basic Networking. Some experience with network hardware such as firewalls, switches, and routers. Experience with networking in Windows (IP Addressing, DHCP, DNS).
- Basic Troubleshooting skills
Certifications:
Preference is given to well certified individuals.
Experience:
1-2 years experience in a help desk or network support position.
Education:
Degrees are valued but not required. We prefer experience and certifications.
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