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Network Technician II

The Network Technician II’s purpose is to implement computer system requirements by defining and analyzing system problems; designing and testing standards and solutions.  This includes troubleshooting printing, switches and other systems infrastructure needs as they arise.  This is the Journey Level class in the technician series and is distinguished from Level I by the assignment of a full range of duties. Employees at this level only receive instruction or assistance as new, unusual or unique situations arise, and are fully aware of operating procedures and policies.

Responsibilities:

Consulting:

  • Install, configure and maintain a variety of complex, multi-vendor hardware in networked and/or stand-alone environments
  • Implement one or more enterprise software and/or third-party products
  • Maintain a minimum utilization rate
  • Keep up-to-date on product releases and new features
  • Troubleshoot computer related problems involving communications, operating systems, printing, memory management, and other applications; conduct diagnostic testing on computers as needed
  • Provide technical information and training to clients and other team members
  • Respond to questions or problems in person or on the phone; drive to client sites to assist users and conduct work as needed
  • Prepare and maintain records and reports related to assigned activities
  • Maintain current knowledge of technological advances
  • Monitor all open problems and issues to be certain they are resolved in a satisfactory and timely manner
  • Build and maintain positive working relationships with co-workers and clients using principles of good customer service

Core Values:

  • Quality of Work. Provide a high standard of value or excellence on a consistent basis.
  • Practice honest, strong communications and transparency as the basis of all our business interactions.
  • Put aside personal goals to help and support each other by striving toward the common goal of helping our clients.
  • Customer Care. Genuinely desire to help our clients, partners and fellow team members.
  • Skill Set Development. Support the personal development of each team member.  Possess a thirst for knowledge and demonstrate a desire to learn and continuously improve technically and personally.

Major challenges:

  • Insuring timely, accurate, documentation and follow-up of service activities
  • Meeting customer service goals
  • Coordinating and monitoring service activities

Evaluation:

  • Project performance
  • Client satisfaction
  • Billable time
  • Realization of core values
  • Support call response and resolution time
  • Accuracy of documentation
  • Meeting deadlines

 

Required Skills:

  • Excellent written, oral and interpersonal communication skills
  • Customer caring attitude
  • Detail oriented, strong analytical, numerical and troubleshooting abilities
  • Excellent time management skills
  • High ethics and standards
  • Able to follow through on commitments made to customers and other team members
  • Strong understanding of the principles and techniques of installing, troubleshooting, repairing, and maintaining hardware and software and related equipment
  • 3+ years of progressively responsible experience in a technical consulting role providing both remote and onsite technical support
  • 5+ years experience in the following technologies (Certified in one or more):
  • Microsoft Windows Desktop Operating Systems (Windows 7, 8, 10)
  • Office 365 support and implementation
  • Microsoft Active Directory, Remote Desktop/Terminal Services
  • Knowledge of networking concepts (DNS, DHCP, VPN, VLAN, and TCP/IP)
  • Backup and DR software (Replibit,eFolder, AppAssure)
  • Understanding of Telco and VoIP Systems
  • Microsoft Windows Server Operating Systems (2008 R2, 2012, 2016)
  • Microsoft Exchange (2007, 2010, 2013, 2016)
  • Knowledge of network firewalls, switches, and routers
  • Understanding of cloud and hosted solutions
  • Must possess or be able to obtain Microsoft and other certifications
  • Experience working on project teams
  • High school diploma or equivalent
  • Valid driver’s license

PHONE

888.523.2568

EMAIL

JOBS@CSSWORKS.COM

OFFICE HOURS

8:00am – 5:00pm