Field Support Technician

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