Field Support Technician

Job DetailsDescriptionPRIMARY 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 servicesManaging assigned projects to deliver services in accordance with established objectivesResponding to inquiries from staff, administrators, service providers, site personnel and outside vendors etc. to provide technical assistance and supportParticipation in project scoping and technical plan developmentAdopting and learning new technologiesPerform network/systems assessmentsCreate review and maintain network/system documentation, including detailed network diagramsThoroughly document all work completed and anything relevant to the ticket or client’s requestLiaison with vendors and internal and external resources to ensure proper completion or escalationMaintain ownership of tickets until escalation or completion, notifying the client of any delaysUtilize Professional Services Automation tools following company best practices including real-time ticket updatingMaintain knowledge of the company products and services to effectively add value to new and existing customersKeep physical workspace and bench environment clean and organizedAlways follow Aureon Technology policies and proceduresAssume additional duties as defined by supervisor and executive managementDemonstrate commitment to providing outstanding customer serviceRunning and terminating cables in the data center as well as remote supportOther duties as assignedPerform data transfers for clients onsite.RequiredEDUCATION, TRAINING, AND EXPERIENCE:Hands-on experience with monitoring, network diagnostic and network analytics tools3+ years professional experience in a computer or systems related field or combination of education and experiencePreferredBachelor’s degree, 1-3 industry certificationsOne major certification (such as Cisco CCNA, CompITA A+, or Fortinet NSE 4) and one minor certification as identified by Aureon Technology technical certification list5+ years professional experience in a computer or systems related field