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