What are the responsibilities and job description for the Senior IT Network Technician position at StevenDouglas?
Job Summary
We are seeking a skilled IT Support Engineer to join our team in a proactive monitoring, diagnostics, and support of network, systems, security, cloud, and voice related issues. As an essential member of our support environment, you will provide top-notch support to our customers.
Responsibilities:
- Handle incoming phone calls, gather information, create tickets in our ticketing system, and escalate/assign as necessary.
- Troubleshoot and resolve client network, security, cloud, and voice related issues in a timely manner.
- Perform moves, adds, and changes for client phone systems, network devices, and virtual machines in VMware, AWS, or Azure.
- Administer and configure Windows servers, PCs, and laptops, as well as load software.
- Monitor and analyze security alerts.
- Configure and support network monitoring tools, perform traffic analysis, and manage performance.
- Assist with customer circuit turn-ups and service activations.
- Interact with clients, outsourced vendors, and network vendors on a daily basis to resolve issues.
- Partner with our Engineering team for network and system infrastructure support.
- Update and create internal articles and documentation.
- Work within required SLAs and provide regular status updates.
Requirements:
- Possess a college degree or equivalent technical experience.
- Have 3 years' experience in an IT position configuring and supporting Cisco devices.
- Previous experience in a call center or support environment is a plus.
