Network Services Technician

JOB DESCRIPTION

 

JOB TITLE

 

Network Services Technician

 

Provide technical assistance to computer system users. Answer questions or resolve computer problems for clients in person, via telephone or from remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

 

SPECIFIC RESPONSIBILITIES

 Maintain Microsoft Windows servers and technologiesAnswer user inquiries regarding computer software or hardware operation to resolve problems as a tier 2 support. Oversee the daily performance of server systems. Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Confer with staff, users, and management to establish requirements for new systems or modifications. Develop training materials and procedures, or train users in the proper use of hardware or software. Refer major hardware or software problems or defective products to vendors or technicians for service.

 ESSENTIAL QUALIFICATIONS

 

Education/Knowledge:   

 

·  High School Diploma or GED

·  Some College Preferred

·  4 years Window Service Experience

·  MS Exchange 2000,2003, and 2007

·  Net Backup

·  Group Policy

·  Terminal Server Administration

·  Experience Supporting a Call Center

 

 

 

Bonus Skills:

·  SNMP Alerts/Traps/Monitoring

·  Checkpoint NGX

·  Cisco routers

·  VoIP routing via SIP

 

 

COMPETENCIES

 

Communication (Verbal and/or Written) - Able to clearly present information through the spoken and/or written word, influence or persuade others through oral presentation in positive or negative circumstances, listens well, able to write clearly in a variety of communication settings and styles.

 

Adaptability - Is able and willing to adapt to changing priorities and responsibilities.  Able to adjust personal style to changing environment.  Maintains focus and intensity and remains calm, optimistic and persistent, even under adversity. 

 

Customer Focus (Internal and External) - Is dedicated to meeting and strives to exceed the needs of internal and external customers by delivering high quality services. Acts with customers in mind, establishes and maintains effective relationship with customers and gains their trust and respect.  Communicates with customers in a warm, helpful and professional manner while simultaneously building credibility and rapport.

 

Job Knowledge - Knows, understands and appropriately applies the technical /soft skills, methods and processes required for the position.  Is able to learn, retain and apply information to the job. Keeps current with new and/or updated program information, trends and developments in field.

 

Problem Solving - Systematically breaks apart complex problems and identifies the underlying causes.  Identifies trends and sees causes and consequences.  Generates a variety of alternative techniques or methods to resolve issues and/or solve problems.

 

Quality Orientation - The ability to complete work accurately and thoroughly, paying attention to the details of job responsibilities.  Produces a minimum amount of errors while completing work.  Able to recognize errors in work in progress and make necessary real time corrections. Accurately checks processes and tasks and monitors the results of delegated tasks, assignments and projects.