Network Support Technician II

Gathers and analyzes information about an issue and determines the best way to resolve the problem.

Provides support for Network Support Technician Level I personnel.

Ability to classify problems into those needing elevated solutions (Level III, Network Administrator, SAP Team, etc.)

Supports company purchased software and hardware packages to the level required by internal SLAs.

Provides on-site support for issues where necessary, including on the manufacturing floor.

Takes Help Desk calls and creates logs tickets for every issue or request.

Responds to emails requesting support and creates logtickets for every issue or request.

Reviews tickets daily, follows up on open tickets to ensure a timely response.

Writes documentation/scripts with information in log tickets so that others can follow the procedure and solution in the future.

Unlocks / Resets Network and Application passwords as requested.

Assists in computer upgrades and new device setups.

Performs software upgrades, including those for Windows and Office applications.

Answers after-hours calls for production down issues, works off-hours to support the business when required.

Performs all other duties as assigned.

Understanding of the following network/computer concepts: TCP/IP, DNS, DHCP, VPN, Shared Network Resources

Technical Certification in Network+ (CompTIA) or similar

1+ years of experience in a relevant role

Ability to develop and maintain mature, positive, and cooperative relationships in the face of problems.

Problem-solving skills, including identifying the root cause.

Ability to use all methods of communication (face-to-face, email, phone, etc.).

Ability to effectively manage and prioritize multiple issues.

Interpersonal skills.

Technical writing skills.

Proficient in Microsoft Office applications (Word, Excel, Outlook, PowerPoint).

All employees are responsible for reporting food safety and quality issues to those that can initiate action.