Network Tier II Technician

Computer Services, Inc. Fort Collins , CO 80521

Posted 2 months ago

Network Tier 2 Technicians are an integral part of the success that encompasses the NOC Infrastructure team at CSI's Managed Services Group. Network Tier 2 Techs are responsible for tickets regarding our client's infrastructure that do not require escalation to a specialist level agent. They are responsible for ensuring critical issues are resolved to client satisfaction, meeting service level agreements. This position is a hands on technical role that comes with many benefits such as working with an innovative team, a strong focus on goal achievement, integrating the latest technologies and working in an ever changing fast-paced environment.

RESPONSIBILITIES

  • Monitor, analyze, and resolve network second level incidents for CSI's Managed Services clients.

  • Take ownership of network tickets until resolution or escalation.

  • Ensure all tickets are updated with accurate information.

  • Escalate tickets to appropriate specialists as necessary to ensure tickets are closed in a timely fashion.

  • Provides assistance to Tier 3 staff with problem research and documentation.

  • Provide technical escalation support to Tier 1 staff to ensure continuous improvement within technical staff.

  • Follow documented procedures to record issue resolution to insure client satisfaction.

  • Understand and work within established Service Level Agreements (SLA) to ensure timely response to inbound issues.

  • Provide incident resolution via phone calls, remote tools, and email.

  • Document resolution procedures within internal Knowledgebase where applicable.

  • Complete technical and customer service training as assigned.

  • Provide high quality customer service and network related technical support with an emphasis on issue resolution and quality.

  • Train and mentor new employees as needed to ensure their success in the team.

  • Communicate technical issues and solutions with clients in business terms.

  • Work with other teams to identify the source of issues.

  • Continue to improve technical knowledge through on-going training and certifications.

KNOWLEDGE

  • Managed services experience.

  • Experience with email flow and spam filtering products

  • Experience with Websense URL filtering

  • Experience implementing business continuity and disaster recovery backups

  • Experience and certifications with SAN storage environments

  • SAN experience

  • Experience managing clients in a virtualized environment (Citrix, VMWare View)

  • Experience in the financial service industry

  • Familiarity with compliance regulations: FFIEC, FDIC, NCUA, and GLBA

  • Ability to work in fast paced, rapidly changing environment and a STRONG desire to learn.

  • Working knowledge of network environments including

  • LAN\WAN routing

  • Firewall administration including VPN administration

  • Wireless administration

  • Must be comfortable working with and troubleshooting Cisco networking operating systems including IOS, ASA, and Wireless.

  • Minimum of 2 years of network operations support experience.

  • Preferred: CCNA/ CCNP

  • EXCELLENT oral and written communication skills, including the ability to interact effectively with customers and team members.

  • Ability to work variable schedules to include weekends, nights, and day shifts as required.

  • Demonstrated commitment to customer service, incident ownership, follow through, communication and documentation.

  • Team player required: must be able to interact with peers, management, and senior engineers in a constantly evolving environment to ensure a positive customer experience and atmosphere in the workplace.

CSI is proud to be an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, genetics, or any other legally protected basis.

Qualifications

Experience

Preferred
2-3 years: Tier II Network Administrator/ Engineer
2-3 years: Managed Services Support


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Service Desk Tier II Technician

Computer Services, Inc.

Posted 2 weeks ago

VIEW JOBS 11/2/2018 12:00:00 AM 2019-01-31T00:00 Why CSI? At CSI, you'll have the opportunity to make a huge impact along a community of passionate people at a results-driven company that offers competitive benefits and believes in work-life balance. The Service Desk is critical to the success of our organization. Increasingly, our customers demand the delivery of a world-class service; our delivery of that service can be the difference between success and failure for our customers. CSI delivers this through its best in class methodologies, domain expertise and process knowledge from career professionals such as yourself. Why You Matter The Service Desk Analyst the first line of contact for customers experiencing issues with installation, configuration, operation and management of CSI Managed services. They are the "face of CSI" and must be passionate about helping our customers solve problems with a sense of urgency. A successful candidate will have excellent customer service skills as well as good analytic, critical thinking and troubleshooting skills. What You'll Do This position will function as a highly skilled Service Desk Analyst with specific responsibilities that include: * Understands customer support, likes to work with people and can ensure that the customer is satisfied. * Address and resolve basic and complex incidents and requests; enter quality information into tickets and appropriately capture data; Complete follow-up and follow-through on all tickets. * Manages all incidents and requests to ensure that work is completed to the customers' satisfaction. * Builds strong relationships within CSI by working across organizational boundaries to resolve customer incidents and requests. * Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures. * Identifies, evaluates, promotes, and implements customer support best practices. * Mentors, supports, and cross-trains other service desk analysts. * Grows deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact. * Uses creativity and innovation to automate and streamline processes and procedures. What You'll Bring * An excellent telephone manner is required together with the ability to handle challenging support situations with a calm and methodical approach * Understanding of Active Directory: creating accounts, group policy, group management. * Ability to script with Powershell 2.0 or above. Scripting abilities should include validation, editing, input and output, including automation to production systems, specifically Active Directory. * Ability to create new and manage email accounts in Exchange. * Ability to effectively balance high volume productivity demands against ability to provide analytical troubleshooting and problem resolution. * Ability to troubleshoot in a high level systematic way. Ability to identify symptoms and research cause. * Understanding of basic Networking principles, including network troubleshooting for connectivity issues, DHCP, DNS, use of tools like PING, NSLOOKUP and NETSTAT. * Desirable to hold Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification. * Strong Team Player, excellent communication skills, excellent organizational skills, self-motivated / drive, flexible. * Good interpersonal skills for written, oral and face to face communications, both within technology and the business. * Desirable to hold 2 years' relevant experience in a Service Desk / Help Desk environment. * Desirable to have previous experience of working with Autotask. * Desirable to have experience of working with Active Directory, Exchange, MS Office, Windows, and have a good understanding of networks. * Desirable to hold ITIL qualification V3 Foundation level. CSI is proud to be an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, genetics, or any other legally protected basis. Computer Services, Inc. Fort Collins CO

Network Tier II Technician

Computer Services, Inc.