Network Field Technician Job Description

JOB TITLE: Network Field Technician

ROLES/RESPONSIBILITIES: 100% On-site Client Support

DEPARTMENT: Service Delivery

Summary:

This position is part of an integrated team of Service Desk technicians, systems engineers, and Client IT Managers.  The primary objective for this candidate will be to provide on-site client support.  The Client IT Manager will maintain a consistent on-site schedule to provide the following services:

· Provide support for critical server and network systems

· Make sure that the client's service schedule is aligned with their business

· Provide information to the client such as reports, invoices, project proposals, review open projects, and review any open issues from the Service Desk and systems engineering groups

· Provide end-user training

· Troubleshoot any issues as necessary.

This role is responsible for ensuring client satisfaction in all areas, including Service Desk tickets, level II support and proactive service delivery, and project management. Client IT Managers are required to regularly review and update information for each client in the client knowledge base.

Reports to: VP ICT Service Delivery

Essential Duties and Responsibilities:

The Client IT Manager will have significant knowledge and experience in hardware/software/network concepts, tools, and support best practices.  This knowledge and experience will be used to support various software products, including but not limited to Microsoft Windows Server, Microsoft SQL Server, Microsoft Exchange Server, Backup Software, Anti-Virus and Anti-Spyware products, and various client-specific applications. The Client IT Manager will also assist in supporting all network equipment and connectivity to the client, including routers, firewalls, vpn concentrators, and other devices.

The Client IT Manager will be responsible for participating in an integrated team of service delivery professionals. This team may consist of Service Desk Technicians, system and network engineers, additional IT Managers, and project/account managers. Working within this team approach is critical to the success of this position and communication between and across teams is critical to providing the client with a superior service. The following duties and responsibilities are essential for this position:

- Maintain a consistent on-site schedule for all managed service clients.

- Maintain consistent communication to the client; interface with senior members of the client organization as necessary.

- Review and suggest improvements to procedures that document best practices when working with particular software/hardware/network tools or troubleshooting problems. 

- Follow escalation points for specific problems

- Review all open tickets, for clients that you are responsible for. Make sure all open issues are being addressed appropriately. Communicate status of open issues to the client as necessary.

- Review all open projects with the client; deliver new project proposals as necessary.

- Document all updated client information in Client Knowledge Base. Review this information on a regular basis to ensure its completeness and accuracy.

- Review all client information with other IT Managers to ensure continuity.

Qualifications and Requirements:

Education and Soft Skills

· B.S. in Computer Science preferred

· Excellent oral and written communication skills

· Good analytic and problem solving skills

· Ability to work independently with minimal supervision

· Ability to work successfully  with an integrated support team

Technical Skills

· Microsoft Certified Systems Engineer (MCSE)

· Cisco Certified Network Administrator (CCNA) or equivalent

· 2+ years supporting Microsoft Windows Server 2000/2003

· 2+ years supporting Microsoft Exchange Server 2000/2003

· 2+ years supporting Microsoft SQL Server 2000/2005

· 2+ years experience supporting backup software

· 2+ years experience working with server and network monitoring applications

· 3+ years experience supporting Spyware and Antivirus software

· 2+ years experience supporting network routers/firewalls/vpn concentrators

Performance Requirements:

· Maintains knowledge required to perform the Client IT Manager position.

· Works effectively with other members of the organization to troubleshoot client issues.

· Participates in weekly team meetings with Client IT Manager staff.

· Effectively escalates client issues and follows-up to make sure that the client is satisfied.

· Participates in developing procedures and suggesting improvements to existing procedures.

· Documents all contact with the systems or clients in the trouble-ticketing application. Updates all information within the client knowledge base as appropriate.

WE OFFER A COMPREHENSIVE BENEFIT PACKAGE, VACATION,  FREE PARKING, AND A GREAT WORKING ENVIRONMENT.

Please email your resume to: resume@workshift.com