Network Support Specialist, Tier 1

New Era Technology offers:   

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

SUMMARY:  Network Support Specialist, is responsible for the delivery of high-quality IT technical professional services to our clientele.  These services may include consulting, on-site or remote troubleshooting, and support for clients with various network technologies, installation and integration, migration services.  The Systems Engineer must demonstrate superior proficiency in the performance of these services.  Dedication to quality and customer satisfaction are critical success factors for this position. 

PRIMARY DUTIES include but are not limited to: 

• Customer Satisfaction through the delivery of world class Support Services.
• Optimizing productivity while assigned to customer tickets or projects.
• Ability to prioritize work through ticket and project status.
• Problem-solving and resolution of network issues and escalating where appropriate.
• Ticket Quality Control and Ticket Management.
• Customer Service including phone, video, and email communication.
• Occasional on-site to nearby customers (less than 5%).
• Occasional on-call responsibility/rotation.
• Participation in process improvement initiatives.
• Documentation skills for customer environments.

COMPETENCIES:

• Outstanding capabilities to troubleshoot and correct network issues.
• Strong broad-based knowledge of Network hardware, Operating systems (client and server), networking products, connectivity, and cabling.
• Ability to communicate effectively and professionally with all customer contacts.
• Ability to provide clear written communication for ticket/project updates.
• Clear written communication to maintain organization and control over all information related to customer tickets and assignments.
• Excellent verbal skills for customer interaction.
• Excellent documentation skills.
• Dedicated to always providing exceptional customer service.
• Proficiency in all aspects of the core technical requirements.
• Strong team collaboration skills.

REQUIRED EXPERIENCE REQUIRED:

• 3+ years’ experience as a Network Engineer.
• Troubleshoot, Analyze, and configure LANs, WANs, and wireless networks, including routers, switches, firewalls, VPNs, and access points in a variety of models and vendors.
• Proven experience with network capacity planning, network security principles, and general maintenance best practices.
• Participate in planning and execution of new and existing equipment hardware and firmware upgrades.
• Working technical knowledge of current network hardware, protocols, and internet standards, including routers, switches (layer 2/3), firewalls, remote access, MFA, DNS, BGP, OSPF, EIGRP, VLAN, and QoS.
• Strong background with Cisco (ASA and Meraki), Fortinet, and Sonic Wall.
• Excellent hardware troubleshooting experience.
• Fundamental knowledge of Network relationship to cyber security principles and practices.
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PREFERRED CERTIFICATIONS/Skills:

• Cisco CCNA required.
• Cisco CCNP preferred.
• Experience with multiple network technology stacks. (Solar Winds and Auvik)
• Knowledge and experience in network virtualization technologies. (Azure and AWS)
• Experience in MSPs with tools such as ConnectWise or IT Glue is a bonus.
• Knowledge of VOIP systems is a bonus.

EXPECTED HOURS OF WORK: Full-time position working 40 hours per week. Overtime hours may be required.

TRAVEL: Travel is required, but only occasionally, and is less than 10%.

LANGUAGE SKILLS: English

QUALIFICATIONS:   To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

PHYSICAL DEMANDS / WORK ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. • Work in an indoor/outdoor environment. • The employee is required to talk in a clear, audible voice.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.