Summary

The Network Field Technician provides triage, troubleshooting, and resolution of level I/II networking technical support requests including testing, monitoring, and analysis of network facilities while providing legendary customer service and adhering to Customer Service, and Service Level Agreement (SLA) goals by performing the following duties:

Essential Duties and Responsibilities

• Receive, prioritize, and document customer support requests via chats, emails, phone calls, and in-person, ensuring, problem detection, resolution, timely closure, and capturing support time.
• Serves as a point of escalation for intermediate-level or out-of-scope Incidents and Service Requests from service and support groups by providing remote, onsite, and on-call support. This includes supporting and resolving alert tickets as needed from monitoring systems within Continuum (RMM), Datto, and other platforms.
• Troubleshoot networking issues and provide equipment and project scope requirements
• Perform installs of basic network and data closet equipment including switches, wireless access points, firewalls, UPS, batteries, rack mounting equipment, and more.
• Participates in service delivery support of client on-boarding's, projects, upgrades, and other special tasks as assigned during business and after hours under the direction of a Senior Technician.

Primary Objectives

• Provide remote and onsite support for customer technical support requests while maintaining company culture and providing legendary customer service.
• Achieve Networking Department goals for Customer Satisfaction and on time completion for projects and SLAs as defined by Service Level Objectives
• Follow operational policies, processes, and procedures as they pertain to the Department's and company vision.
• Create, update, and maintain the completeness and currency of knowledgebases, site maps, network diagrams, and other client required SOP documentation, as required by management.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED); and three to five years related experience and/or training; or equivalent combination of education and experience.

Licenses/Certifications

Current COMPTIA Security/Network Certification required; CCNA Preferred

Core Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Integrity & Trust, Ethics & Values - Decisions and actions consistently reflect KOS core values; practices honesty / fairness in all decisions; adheres to highest standards of business ethics.

Customer Focus - Provides excellent customer service; perpetuates the theme that customer satisfaction is everyone's responsibility.

Team Player, Peer Relationships - Cooperates willingly with others to achieve results; takes ownership and responsibility for own role and performs assigned work; can quickly find common ground and solve problems for the good of all with a minimum of noise.

Job Related Competencies:

Communication – Keeps manager(s) apprised of progress on tasks and notifies him/her of any problems.

Flexibility – Demonstrates ability to handle multiple tasks effectively; available for overtime to meet project deadlines.

Acceptance of Authority – Freely accepts direction, training, and constructive criticism from supervisors.

Initiative – Offers suggestions to improve processes; strives to increase skills and competencies.

Quality – Exhibits thorough job knowledge and technical ability; consistently provides quality, error-free work in accordance with deadlines.

Self-Accountability – Capable of operating autonomously to achieve expected results; ensures commitments are consistently met; seeks out training to enhance skills.

Attendance – Conforms to company standards on attendance and punctuality.

Attitude – Always professional in appearance and demeanor; openly supports company's products and mission; anticipates potential problems and takes action to prevent.

Customer Service – Attentive to the needs of clients and co-workers (i.e. sales and service); responds quickly and thoroughly to questions and concerns; manages customer conflict.

Attitude Toward Criticism – Uses constructive criticism.

Confidentiality – Earns trust of co-workers and supervisors by maintaining confidentiality of company and client information.

Planning – Develops objectives and plans of action by prioritizing tasks.

Problem Solving – Demonstrates analytical ability to gather facts and develop solutions; judgment is sound and timely; anticipates potential problems and avoids or resolves.

Adaptability – Capable of working under constant interruptions.

Administration – Paperwork is completed accurately and in a timely manner.

Written Communication – Able to write clearly and succinctly; articulates messages that have a desired effect.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft Office Suite (Word, Excel, Outlook). Microsoft Access and E-automate software a plus.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

PI197417422