Network Technician

As the first point of contact, you are the ambassador to providing the best customer experience to our client base. Operating within our Network Operations Center (NOC) you will be calling upon your vast networking knowledge to resolve trouble tickets.

Network Technician is responsible for providing system maintenance, repair, and administrative functions for devices supporting Equiinet Partners and Customers for problem resolution on Internet and VoIP offerings. Primary responsibility is to clear problems and/or escalate within specified time to lessen customer impact.

Qualifications

• Excellent customer service skills, with good grasp of understanding customers’ needs by asking appropriate probing questions.

• Intermediate IT troubleshooting skills

• Network troubleshooting

• VoIP / Telecommunications experience is a plus

• Applied knowledge of TCP/IP, VLAN, NAT, DNS, DHCP, etc.

• Interest in learning new technologies.

Good To Have

• Basic Programming skills (Python, Bash, Git,Database)

• Experience with Wireshark, TCPdump, Openvpn

• Experience with Virtualization,Cloud, Docker

• Tech Hobbyist with strong fundamentals

• Entrepreneurial spirit

Principal Duties and Essential Functions

• Manage and prioritize technical tickets to meet agreed target resolution times over the phone and through a ticketing system.
• Provide a professional and courteous customer service experience
• Set customer expectations based on agreed processes
• Manage multiple issues simultaneously in environment where change is commonplace
• Make follow-up calls to clients on escalated technical issues and system status updates
• Utilize interpersonal skills to build strong relationships
• Log/document all interactions and issues efficiently
• Determine source of problems (hardware, software, user, etc.) & advise on resolution
• Provide technical support, to include training, to end users
• Assist in resolving issues with Internet Service Providers
• Document issues by creating and/or contributing technical content
• Enhance procedures and policy documents for functions within the Technical Support Team
• Use trouble-shooting skills, advanced diagnostic tools, and experience to resolve issues
• Work with remote technicians in the clearing of troubles and/or network outages
• Escalate to Senior/Lead Technician on shift as necessary for trouble resolution

Job Type: Full-time

Pay: $33,000.00 - $36,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call

Location:

• Henderson, NV 89014 (Required)

Work Location:

• One location

Company's website:

• www.equiinet.com

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

Work Remotely:

• No