Network Support Specialist, Tier 2

New Era Technology offers:

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 28 PTO Days including company holidays

Summary

The Network Engineer is responsible for the delivery of high-quality IT technical professional services to our clientele. These services may include consulting, on-site or remote troubleshooting, and support for clients with various network technologies, installation and integration, migration services. The Systems Engineer must demonstrate superior proficiency in the performance of these services. Dedication to quality and customer satisfaction are critical success factors for this position.

Primary Duties

• Customer Satisfaction through the delivery of world class Support Services.
• Optimizing productivity while assigned to customer tickets or projects.
• Ability to prioritize work through ticket and project status.
• Problem-solving and resolution of network issues and escalating where appropriate.
• Ticket Quality Control and Ticket Management.
• Customer Service including phone, video, and email communication.
• Occasional on-site to nearby customers (less than 5%).
• Occasional on-call responsibility/rotation.
• Participation in process improvement initiatives.
• Documentation skills for customer environments.

Competencies

• Outstanding capabilities to troubleshoot and correct network issues.
• Strong broad-based knowledge of Network hardware, Operating systems (client and server), networking products, connectivity, and cabling.
• Ability to communicate effectively and professionally with all customer contacts.
• Ability to provide clear written communication for ticket/project updates.
• Clear written communication to maintain organization and control over all information related to customer tickets and assignments.
• Excellent verbal skills for customer interaction.
• Excellent documentation skills.
• Dedicated to always providing exceptional customer service.
• Proficiency in all aspects of the core technical requirements.
• Strong team collaboration skills.

Required Experience

• 5-7 years’ experience as a Network Engineer.