Network Support Technician II

Responsibilities

• 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 log tickets for every issue or request.
• Responds to emails requesting support and creates log tickets 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.