Join our team - Network Administrator

Network Administrator

Job Type
Full-time

This position serves as the centralized entry point and provides escalated troubleshooting for technology-related service requests and support-related issues for technical issues across the company and for clients. Provides primary client support by taking calls, answering emails, responding to tickets, answering support-related questions, and/or performing desk-side support.

Qualifications

  • US work authorization (Required)
  • Bachelor’s (Preferred)
  • Network administration: 2 years (Preferred)

Job Description:

  • Primary/first line interface for escalations from other end-user support technicians.
  • Provide technical assistance resolving IT-related problems including hardware, software, system compatibility conflicts, malfunctions, applications, connectivity, network, and security issues.
  • Prioritize daily workload and Help/Service Desk requests according to policy and procedure.
  • Responsible for devising and delivering solutions to enhance the quality of service and prevent future problems.
  • Log customer information and follow requests through to completion, including communication and troubleshooting to resolve and fulfill customer requests.
  • Responsible for accurate documentation within our ConnectWise ticketing system.
  • Create and update knowledge base documentation for step-by-step instructions.
  • Build sustainable relationships with customers, coworkers, and stakeholders through open lines of interactive communication.
  • Coordinate and/or perform hands-on solutions at the desktop and server level support tier.
  • Research emerging end-user support/Service desk products, services, tools, and practices.
  • Set client expectations when opening and assigning service tickets and ensure all requests/services are executed on time and in accordance with the service level agreements set with the business.
  • Make recommendations to assist associates and improve the overall efficiency of daily operational procedures.
  • Maintain current knowledge of core hardware/software standards as well as new technologies/applications being introduced in order to provide technical and accurate solutions to customers.
  • Active participation in rotational “on-call” support.
  • Demonstrate behaviors that are aligned with the organization’s desired culture and values.
  • Achieve and maintain Help/Service Desk performance metrics.

The ideal candidate will have the following:

  • Associate’s degree in computer science, business, or related field (Bachelor’s degree preferred)
  • Knowledge of Virtual environment within Microsoft Hyper-v, Azure, and VMWare
  • Knowledge of wireless infrastructure
  • Knowledge of TrueIT’s remote device security tools (ConnectWise Automate)
  • Experience with desktop (hardware/software), third-party software/hardware applications, and home office configurations
  • Experience troubleshooting, diagnosing, and resolving complex PC and network problems.
  • The ability to identify patterns and investigate mission-critical solutions
  • Strong customer skills with an ability to work with accuracy
  • Team player with a strong work ethic and operates with a sense of urgency
  • Strong written and verbal communication skills
  • Displays high initiative and works well under pressure