Help Desk

Help Desk

Provide Liaison to Network, Systems and Technical Support, or Vendors for more complex issues. Assist in deployments of new customer solutions and provide customer notification of network maintenance.

ESSENTIAL DUTIES / RESPONSIBILITIES: TECHNICAL SUPPORT:
* Serve as escalation point for Technical Services to diagnose and resolve complex customer issues where no clear path to resolution is present; facilitate escalation to higher level if necessary
* Manage Enterprise Managed Security Services and Move, Add, Change, Delete requests
* Configure, troubleshoot, and maintain host and remote network routers, Implement changes in rules sets, configurations, maintain, and manage backups of router configurations
* Perform automation scripting as necessary
* Outage response In real-time, assess and make recommendations for resolution and repair of remote or host site failures. Contribute to establishing disciplined, defined processes to deal with unplanned site outages

CHRONIC TICKET MANAGEMENT:
*Analyze customer solutions to assess stability
*Perform trend analysis to ensure we are stabilizing the customers solution

OTHER REQUIREMENTS:
* On-call for escalation/outage response during off hours
* Available to work and rotate a weekend schedule including paid Holidays

EDUCATION AND EXPERIENCE:
* CCNA, and CCNP certifications — Preferred but not required
* Phone experience in Help Desk
*1-2 years of Help Desk experience

  • Principals only. Recruiters, please don’t contact this job poster.
  • do NOT contact us with unsolicited services or offers

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