Network Technician

Job title - Network Support Technician


Location - Rio Rancho, NM 87124

Duration - 3 Months with possible extension(s)


Pay Rate - $22 - $24/hr. on W2

Shift: 6:00am-6:00pm (rotating 3 days per week, then 4 days the following week)


There are two rotating shifts & manager needs them to be comfortable working either rotation to fulfill any changing needs of the customer.


Shift (1): 90%

• Sun-Wed (4 day)
• Sun-Tue (3 day)

Shift (2) - 10%

• Wed-Sat (4 day)
• Thurs-Sat (3day)

Job Summary:

• Responsible for providing network and IT infrastructure support, physical layer troubleshooting, desktop support as it relates to desktops, switches, routers, and other network communication equipment at our client's location.
• Performing first and second level problem diagnosis through to resolution including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines (SLAs).
• Responsibilities require working with customers, subcontractors, internal technicians, and consulting personnel in a professional and corporate setting to complete assigned service request cases to the customers' satisfaction within an aggressive SLA environment.

Primary Roles & Responsibilities:

• Update customers and other stakeholders regularly on ongoing service requests
• Escalate and manage tickets to assure timely resolution
• Able to smoothly transfer information at the end of each shift with other support staff about any outstanding issues and tasks
• Performs research to improve service levels
• Ability to meet service level agreement requirements during the ticket life cycle
• Physical installation of desktop systems
• The patching cabling between network equipment and customer's network when applicable
• The installation, troubleshooting and de-installing network equipment - Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches and etc.)
• Provide hardware break-fix services for network infrastructure
• Support inventory management activities such as receiving inventory, tagging of assets, tracking spares, ordering inventory, updating inventory records, prepare and return damaged equipment
• Analyze, detect, identify, and correct technical problems and deficiencies
• Utilizing a Service Desk ticketing system to document work, progress, and resolutions
• Ensuring ticket work notes are continuously updated while being worked, and final resolution(s) provided within all completed tickets
• Perform safety inspections of communication rooms and equipment on a reoccurring schedule
• Apply problem solving skills and break down complex problems into solvable segments to triage problems as assigned

Education / Experience Requirements:

• Associates Degree major in related field (Preferred)
• Minimum 2 years' Experience in data communications (combinations of education and experience will be considered)
• Basic knowledge of IP networking
• Installation, de-installation, and troubleshooting of network devices (i.e Cisco routers/switches)
• Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches and etc.)
• Desktop support (break fix, MACs)
• Experience with cabling infrastructure (copper/fiber (connections SM (single Mode) & MM (Multimode)
• Strong customer service skills as this role is Client facing
• Strongly prefer candidates that have used a ticketing system (i.e ServiceNow)

Preferred:

• CompTIA "A+" or "Net+" Certification
• Basic knowledge of Cisco switches and routers
• Basic knowledge of local and wide area networking
• An understanding of IP phone technology

Ticket and queue management within ServiceNow