IT/Network Support Engineer

Network Craze is a supplier of high quality new and refurbished enterprise network equipment and IT infrastructure to some of the largest national and international companies in operation today. With offices in Vermont, New York, Florida, Maine, and beyond, we serve customers across a broad array of industries and geographic locations. Here in our Operations facility in Williston, VT, we have a fun, professional, dynamic team environment that is responsible for the production and service of all the equipment that we sell.

The Network Support Technician is a critical part of the Network Craze Service Team, as they are the first point of contact for any of our customers in need of support. Our technicians understand our customers' issues, provide troubleshooting, facilitate hardware replacement, and maintain our customer relationships. Technicians also work directly with our Engineers on more complex and consequential IT projects and services. This role affords the opportunity to gain knowledge and experience with an incredibly diverse array of network equipment which many in the IT and Networking field do not have access to, as well as experience working in a wide variety of enterprise environments of all shapes and sizes.

Most work, training, and normal tasks will be performed on-site at our Operations facility, with some remote workdays as scheduled.

Job Purpose

Network Support Technicians are responsible for our third-party maintenance "ProCare" service, which delivers 24x7 technical and hardware support, as well as our standard limited lifetime warranty services. This involves communicating by phone, email, and video both internally and directly with customers, investigating network problems, and coordinating the fulfillment of our contracts. This on-call service will include documentation, ticket management, customer communication, remote troubleshooting and hardware replacement processes.  The Network Support Technician will also work with our sales team to provide technical information for customer solutions throughout the sales process.

Primary Duties and Responsibilities

A successful Service Technician should be:

• Prepared to follow procedures accurately and consistently to produce consistent results


• Dilligent with ticket management, note taking, and follow-up


• Able to communicate professionally and concisely during customer-facing interactions


• Familiar with networking concepts and network equipment


• Precise in their attention to detail


• Able to work well in a team environment


• A quick learner when faced with new systems, equipment, and processes


• Remotely troubleshooting technical issues over a Webex session with customers

Qualifications (recommended)

• Cisco CCNA Certification


• 2+ years experience working with computers, networking, and/or IT environments


• 1+ years experience troubleshooting/help desk experience


• Familiarity with Microsoft products (Windows, Office 365, etc)


• Electronics, computer, or other types of technical repair work

Physical Requirements

The Network Support Technician must be able to work both sitting and standing, lift 40lbs, and handle repetitive tasks.

Benefits:

• Base pay between 60K-80K depending on expereince. 


• Retirement Plan with 3% match


• 15 days Paid Time Off


• 9 Paid Holidays


• Life Insurance (with optional short and long-term disability insurance)


• On-Call Bonus Program

The hours for this position are M-F 8:00-17:00 EST.

Be prepared for a background check to be performed. Network Craze is an Equal Opportunity Employer.