What are the responsibilities and job description for the Field Support Technician position at Aureon?
PRIMARY DUTIES AND RESPONSIBILITIES:
- Setup and configure complex network environments
- Configure & install various network devices & services (e.g., routers, switches, firewalls, SD-WAN, VPN, QoS)
- Consulting with Clients regarding business requirements, determine firewall policy and routing configurations necessary to satisfy those requirements and implement required policies and configurations.
- Perform network device maintenance and system upgrades including firmware, patches, hot fixes and security configurations.
- Provide Level-2 remote and onsite support and troubleshooting for network related issues, including hardware, software applications, VOIP phones and security systems and other devices to resolve operational issues and restore services
- Managing assigned projects to deliver services in accordance with established objectives
- Responding to inquiries from staff, administrators, service providers, site personnel and outside vendors etc. to provide technical assistance and support
- Participation in project scoping and technical plan development
- Testing of proposed solutions within lab environments
- Adopting and learning new technologies
- Perform network assessments
- Create review and maintain network documentation, including detailed network diagrams
- Thoroughly document all work completed and anything relevant to the ticket or client’s request
- Liaison with vendors and internal and external resources to ensure proper completion or escalation
- Maintain ownership of tickets until escalation or completion, notifying the client of any delays
- Utilize Professional Services Automation tools following company best practices including real-time ticket updating
- Stay current on IT trends and knowledge relating to this job and pursue continuing education as necessary
- Maintain knowledge of the company products and services to effectively add value to new and existing customers
- Keep physical workspace and bench environment clean and organized
- Always follow Aureon Technology policies and procedures
- Assume additional duties as defined by supervisor and executive management
- Demonstrate commitment to providing outstanding customer service
- Running and terminating cables in the data center as well as remote support
EDUCATION, TRAINING, AND EXPERIENCE:
Required
- Hands-on experience with monitoring, network diagnostic and network analytics tools
- One major certification (such as Cisco CCNA or Fortinet NSE 4) and one minor certification as identified by Aureon Technology technical certification list
- 3 years professional experience in a computer or systems related field
Preferred
- Bachelor’s degree, 1-3 industry certifications
- 5 years professional experience in a computer or systems related field
REQUIRED SKILLS:
- Must have solid understanding of DNS, Security, IP Routing, HTTP, VPN, Email Routing, SPAM, etc.
- Effective analytical and problem-solving skills
- Ability to organize and simplify technical information
- Exceptional time management and organizational skills
- Superior interpersonal, written, and oral communication skills
- Knowledge of a wide variety of hardware, software, and communication technologies
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
- Indoor work primarily in office environment, both company and customer
- Frequent utilization of manual dexterity and visualizing of computer screen
- Occasional bending, carrying, squatting, twisting, and lifting up to 60 pounds independently
- Occasional travel by vehicle
- Escorting vendors in the data center and understanding maintenance being performed.
- After hours/weekend support of data center facilities
