Growing 15-year-old company, located in Olmos Park, close to the San Antonio Zoo, is seeking a Network Technician to work in a values-based team environment.
The Network Technician works escalated support cases, assist junior technicians, acts as emergency dispatch.
POSITION TITLE: NETWORK TECHNICIAN
REPORTS TO: NETWORK SUPPORT MANAGER
Job Mission
The Network Technician is primarily responsible to be the customer-facing technical resource for diagnosing, troubleshooting and repairing our client's hardware and software systems. Works escalated cases, network expansions and new network installation commissioning while maintaining a customer service oriented environment focused on problem prediction, detection, and resolution. Acts as an emergency dispatch technician to resolve network issues and restore customer goodwill. Perform as a leader, trainer, and mentor to team members.
Job Outcomes
Responsibilities:
● Provide Senior Level technical support on complex issues
● Perform on-site technical support and repairs as needed
● Perform installations and upgrades as needed
● Provide outstanding phone and email support for our customers
● Support other technicians to resolve case escalations to closure
● Dedication and ownership of open cases and keep commitments to customers
● Proactively provides customer & stakeholders updates on open tickets
● Provide input on improving operational processes
● Be prompt and available during scheduled hours to ensure support coverage
● Perform on-call coverage as scheduled
● Provide accurate reporting in cases and service work orders
● Acts as next in line supervisor when NOC Manager/NOC Supervisor are unavailable
● Will take ownership and drive high priority red-list cases to resolution
● Performs training and mentoring for junior technicians
● Identify root cause and analysis of trending issues
● Other duties as assigned
Job Competencies
Professional Attributes:
● Ability to learn quickly and absorb complex new technologies rapidly
● Have a positive attitude with customers and the organization
● Great phone etiquette and customer service skills
● Ability to multi-task with strong attention to detail
● Solid problem-solving skills and proven technical troubleshooting skills
● Must be able to lead a small team and work well as a team member
● High level of initiative and work well in a team environment
● Ability to manage time and resources including personnel and vendors
● Excellent written and oral communication skills
● Handles stressful situations and deadline pressures well
● Plans and carries out responsibilities with minimal direction
● Strong professional onsite presence
● Mechanically inclined/ with knowledge in construction
● Comfortable on ladders and at heights upward of 50 feet
● High regards of personal safety while performing work
● Ability to plan and carry out responsibilities with minimal direction or guidance
Education/Training
● Associate's Degree in Computer Science, Computer Information Systems or Equivalent Work Experience.
● Two or more of the following certifications: CWNA (Certified Wireless Network Administrator), CWTS (Certified Wireless Technology Specialist), CCNA Wireless, CCNA, CompTIA Network +, Linux+ certified
● 3 - year Network Operation or Call Center experience
● 1+ years RF(radio frequency) install, maintenance, troubleshooting
● 1+ years troubleshooting wireless networks
Other Requirements:
● Have a valid driver's license
● Passport or ability to get a passport
● Pass drug test and a background check