Field Support Technician

Field Support Technician Aureon - 4.1 West Des Moines, IA Job Details 1 day ago Qualifications IT system monitoring Network monitoring tools System performance monitoring Full Job Description

PRIMARY DUTIES AND RESPONSIBILITIES

Install various network devices & services (e.g., routers, switches, firewalls, SD-WAN, VPN, QoS) Conduct network/system device upkeep and system upgrades, including firmware updates, patch installations, hotfixes, and security configurations. Provide Level-2 remote and onsite support and troubleshooting for network related issues, including hardware, software applications, VOIP phones and security systems and other devices to resolve operational issues and restore services Managing assigned projects to deliver services in accordance with established objectives Responding to inquiries from staff, administrators, service providers, site personnel and outside vendors etc. to provide technical assistance and support Participation in project scoping and technical plan development Adopting and learning new technologies Perform network/systems assessments Create review and maintain network/system documentation, including detailed network diagrams Thoroughly document all work completed and anything relevant to the ticket or client's request Liaison with vendors and internal and external resources to ensure proper completion or escalation Maintain ownership of tickets until escalation or completion, notifying the client of any delays Utilize Professional Services Automation tools following company best practices including real-time ticket updating Maintain knowledge of the company products and services to effectively add value to new and existing customers Keep physical workspace and bench environment clean and organized Always follow Aureon Technology policies and procedures Assume additional duties as defined by supervisor and executive management Demonstrate commitment to providing outstanding customer service Running and terminating cables in the data center as well as remote support Other duties as assigned Perform data transfers for clients onsite.

EDUCATION, TRAINING, AND EXPERIENCE

Required Hands-on experience with monitoring, network diagnostic and network analytics tools 3+ years professional experience in a computer or systems related field or combination of education and experience Preferred Bachelor's degree, 1-3 industry certifications One major certification (such as Cisco CCNA, CompITA A+, or Fortinet NSE 4) and one minor certification as identified by Aureon Technology technical certification list 5+ years professional experience in a computer or systems related field