Network Technician 2

POSITION SUMMARY:

ProCirrus Technologies is a customer service company that excels at technology. Our relentless focus on end user satisfaction makes our Client Networking Technician 2 (OBN2) unique in the industry and is absolutely critical to our success. The ideal candidate must have an innate passion for rapid problem solving coupled with very strong interpersonal communication skills.

The Client Networking Technician 2 position will primarily be responsible for Network Equipment swaps, New Network Equipment configurations, Datacenter Network changes, Client-side Firmware upgrades on Network Equipment, Monitoring setup/configurations, help train new Network technicians, while also managing client/vendor communication via a ticket queue for Client-side Network escalations & troubleshooting.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

- Provided the highest level of customer satisfaction through regular client contact (both technical and non-technical support)

- Investigate and resolve incoming phone, chat and e-mail customer questions and issues in a timely and effective manner

- Travel to customer sites when necessary to perform work. Applicants must use and maintain own vehicle and have valid Driver’s License and Insurance.

- Document all contact activity, including troubleshooting steps and problem resolution, in the ProCirrus internal ticketing system.

- Maintain familiarity with industry protocols, best practices and operate at the highest levels of ethics and professionalism

- Create knowledge base articles for all issues not already documented to reduce troubleshooting and research time for future calls

- Responsible for knowing when and how to escalate issues and be willing to ask questions when an issue cannot be resolved in a timely fashion

- Be flexible in a constantly changing work environment and work flexible hours when necessary to achieve company and individual goals

- Catalog Client/Network inventory

- Manage/Perform Network equipment swaps (with client)

- New equipment configurations

- Manage/Perform basic DataCenter Network changes

- Handle/Assist with ticket escalations from OBN1, Onboarding department, and Tier 1

- Client-only equipment firmware upgrades

- Perform buildouts in designated Monitoring & Asset Management platforms

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:

- Ability to communicate effectively, professionally, and PATIENTLY with technical personnel as well as with customers who have limited computer background

- Ability to work independently with a proven track record of exceptional time management and initiative

- Self-starter and dynamic individual who is results-oriented

- Ability to quickly learn new applications/systems

- Ability to work as part of a team or independently

- Ability to deliver exceptional and consistent customer service while demonstrating an ability to solve the problem

- Ability to Troubleshoot, analyze and diagnose problems with switched networks remotely

- Basic to advanced knowledge of Cloud Computing

- Basic to advanced knowledge of PC Networking hardware & protocols

- Basic to advanced knowledge of Active Directory & Group Policy

- Basic to advanced knowledge of Networking Protocols

- Basic to advanced knowledge Powershell

- Basic to advanced knowledge with Server all Windows Server Operating Systems

- Basic to advanced knowledge in Algebra including unit conversion (bytes->bits, time needed to transfer a given amount of data, etc)

- Basic to advanced knowledge with Wireshark, nMap, Google, etc)

- Basic to advanced knowledge with load balancing equipment (i.e., NetScaler)

- Basic to advanced knowledge with scripting tools (i.e., Auto IT)

- Basic to advanced knowledge of Switch CLI

- Basic to advanced knowledge of Cloud Wireless Deployment

EDUCATION AND/OR EXPERIENCE:

- 4+ years of experience in technological field and/or 2+ years ProCirrus work history

- Watchguard Experience and/or WatchGuard Network Security Essentials certificate

PHYSICAL DEMANDS:

• No significant demands associated with this job.

 Physical Demand: Up to 50lbs Amt./Frequency: Monthly

Job Type: Full-time

Pay: $66,000.00 - $77,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person