Network Support Technician

Due to these resources helping with a current project onsite there has been a shift in most important skillsets which are highlighted below.


Minimum 2 years' Experience in data communications (combinations of education and experience will be considered)
Required:
- Experience with low voltage cabling infrastructure
- Fiber: running pre-made fiber (connections SM (single Mode) & MM (Multimode))
- Install, test, terminate CAT 5
- Able to trace cables
- Familiarity using fluke testers
- Rack and stack
- Basic knowledge of IP networking
- Physical Layer (Layer 1) troubleshooting, installation and deinstallation of switches, routers, and other network equipment
- Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches and etc.)
- Desktop support (break fix, MACs)
- Strong customer service skills as this role is Client facing
Strongly prefer candidates that have used a ticketing system (i.e ServiceNow)
Prefer previous experience working in Data Center and understanding Data Center protocols
ISP work is 95+%; OSP work is less than 5%

Job Description


Responsible for providing network and IT infrastructure support for cabling infrastructure (copper/fiber (connections SM (single Mode) & MM (Multimode); 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.


Position Details:

• Hourly position based upon experience & skill level
• Contract with possible extension
• Standard work hours: 6:00am-6:00pm (rotation 3 days one week; 4 days the next week)
• Location: Onsite - Rio Rancho, NM 87124

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
• Cabling Infrastructure (fiber and/or copper) Install, test, terminate, troubleshoot
• Tracing existing cables
• 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

Knowledge, Skills, Abilities

• Requires reliable transportation and active driver's license
• Must be proficient in utilizing technical tools such as cable, and fiber testers
• Requires experience in working in end user environments, server rooms and communications closets
• Must have a good understanding of M.S. Windows, and M.S. Office Suite applications
• Must be able to perform rack and stack activities with a knowledge of data communications networking
• Must understand cable patching processes and procedures
• Must be able to assist in troubleshooting issues and understand network terminology
• Must be able to safely lift heavy objects
• Must be able to crawl under desks and work in tight spaces
• Must be willing to work shift work which could include nights and weekends

Education / Experience Requirements

• Education:
  • Associates Degree major in related field (Preferred)
• Minimum 2 years Experience in data communications (combinations of education and experience will be considered)
  • Required:
    • Experience with cabling infrastructure (copper/fiber (connections SM (single Mode) & MM (Multimode)
    • Knows how to trace existing cables
    • Proficient with the use of fluke testers
    • Basic knowledge of IP networking
    • Installation, deinstallation, and troubleshooting of network devices (i.e Cisco routers/switches)
    • Desktop support
  • 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