What are the responsibilities and job description for the Level III Network Technician position at Syscon?
Do you love supporting end users with their technology? Do you like the variety of remote support and onsite client visits? Are you looking for a solid, growing IT firm that needs your network support skills? If so, keep reading for more details; we’d love to hear from you.
Full Description and Required Skills
Responsibilities may include…
- Great customer support
- Troubleshooting user issues, setting up new users, troubleshooting access, remote printing, and similar
- Checking the NOC alerts for all equipment under management
- Checking the backup portal for failures or alerts, troubleshoot or escalate
- Following and updating maintenance checklists
- Updating tickets with tasks performed, screen shots, outcomes, and time worked, as well as status
- Updating our IT Coordinator regarding assigned tickets and projects
- Review weekly anti-virus scan results and troubleshoot/follow up with clients as needed
- Honoring client confidentiality and guarding their data and access
- Following the schedule to meet our promises to our clients
- Remote support for clients in other states
- Helping our end users make technology work in their businesses
- Personal car to drive to client sites for onsite support
- Participate in Daily Huddles
Qualifications
- Great problem solving skills
- Small details are huge, so accuracy is a must
- Good phone skills
- Willing to work as a team with good independent troubleshooting skills
- Experience with monitoring tools such as N-Central (N-Able)
- Experience with backup solutions such as cloud-to-cloud Solarwinds, Datto units, and similar, including file restores
- Experience in small to medium business environments (10 to 200 users) with mobile devices, workstations, servers, firewalls, switches, routers, access points, and similar
- Experience installing and troubleshooting Windows 10 Pro
- Experience supporting users with day-to-day tasks in Microsoft 365
- Experience researching hardware solutions, ensuring compatibility between components, workstations, laptops, and network peripherals
- Experience supporting virtual servers and ESXi hosts, VMware
- Experience with Azure hosting
Skills for this Position
- Proficient in providing Remote Support using LogMeIn Rescue, N-Able Take Control, or similar, and Remote Desktop
- Minimum two (2) years Server troubleshooting and maintaining Windows Servers
- Minimum four (4) years workstation/laptop and printer troubleshooting in MS environments
- LAN, WAN Networks – basic troubleshooting and maintenance
- Troubleshoot SonicWall Firewall (or similar) and VPN issues for end users
- Minimum two (2) years working with VMware and willing to become a subject matter expert with training
- Experience with Azure hosting, basic access and troubleshooting
- Experience with Password Vaults, PassPortal a plus
- Good math skills
- Tracking work through tickets and tracking time by ticket
- Troubleshooting business class anti-virus offerings
- Ability to troubleshoot complex issues
- Written and verbal communication skills, including client-facing and internal documentation
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