Field Support Technician

PRIMARY DUTIES AND RESPONSIBILITIES:

• Install various network devices & services (e.g., routers, switches, firewalls, SD-WAN, VPN, QoS)
• Conduct network device upkeep and system upgrades, including firmware updates, patch installations, hotfixes, 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
• 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
• 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
• Other duties as assigned

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