Cisco Network Engineer

Job Title:

Technician Support II

Location:

Remote Duration: 6+ months Type:
Contract W2

Technical Support Technician II Job Summary The Technical Support Technician II is responsible for IT technical support incident and problem management for client resources across the continental US. This responsibility spans four time zones supporting branch operating hours of 8:30 AM 5:30 PM local time.

• Provides First and Second Level Incident and Problem Response to Company End-Users
• Triage and Assessment of End-User Incidents
• Create and track IT incident tickets.
• End-User Compute Hardware and software troubleshooting.
• Setup, image, and ship end-user computer hardware.
• Next Tier Escalation point from IT resources for incident and problem tickets.
• Assess escalations and determine next level escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis.
• Corporate Telephony (POTs, Call Center, Branch and Corporate Telephony) Initial assessment and troubleshooting to resolve the incident.
• Escalation to Telephony vendor if incident cannot be resolved through local methods.
• Next Tier Escalation point from IT resources for incident and problem tickets.
• Assess escalations and determine next level escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Telecom Engineer and/or Architect for incidents that cannot be resolved at this level.
• Network Meraki Initial assessment and troubleshooting to resolve the incident.
• Next Tier Escalation point from IT resources for incident and problem tickets.
• Assess escalations and determine next level escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.
• Data Center (Services, Servers, VDI) Initial assessment and troubleshooting to resolve the incident.
• Next Tier Escalation point from IT resources for incident and problem tickets.
• Assess escalations and determine next level escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.
• Cloud Services (O365) Initial assessment and troubleshooting to resolve the incident.
• Next Tier Escalation point from IT resources for incident and problem tickets.
• Assess escalations and determine next level escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.
• Follow-Up Excellent communication skills to provide closure to tickets that are completed or update end users and management chain on problems that are still in process to resolution.
• Corporate communication reporting company wide outages and updates.
• Teamwork Provides support to peers and Technical Support Technician Level I.
• Knowledge Transfer Provides "On the Job" training by improving competency of Technical Support Technician Level I.
• Project Activity Resource to project activities as needed.
• IT Inventory Controls Actively participates in IT assets location and ownership.

• High school diploma.
• 5+ years of related experience.
• Effective communication and organization skills.
• Ability to work under pressure.
• Working knowledge of IT technology.

• Undergraduate degree (ASCS/BSCS or equivalent).
• A+, Network+, Cisco, MS Certifications.
• Meraki Network experience.
• O365 experience.
• Active Directory (AD) Admin experience.
• MS Virtual Server Admin Experience.

• Office environment.
• Requires some manual labor must be able to lift 50 lbs.
• Occasional (infrequent) travel to branches.

For applications and inquiries, contact: