Job Title: Network Technician
Reports to: Service Desk Manager & Operations Manager
Department: Service and Support
Job Description
We are looking for a highly skilled Network Technician to join our dynamic team. You will be responsible for the design and implementation of internal and client-facing systems, including hosted and cloud environments. As a key member of our Service and Support Department, you will provide technical assistance to team members with system and network requests, handle escalations from the Technical support team, and ensure our clients receive exceptional service.
Key Responsibilities
Network Design & Implementation: Design and implement network solutions, including WAN/LAN connectivity, routers, firewalls, and security.
Azure Cloud Solutions: Manage, troubleshoot, and support Microsoft Azure cloud solutions for customers, tailoring technologies to meet their unique business needs.
IT Infrastructure Support: Provide support for internal systems and network infrastructure, addressing issues and maintaining performance.
Microsoft & Virtualization Support: Deliver support services for Microsoft-related technologies (Windows Server, Exchange, SharePoint) and virtualization platforms (Hyper-V, Microsoft Azure).
Remote Access Solutions: Configure, manage, and troubleshoot remote access solutions, including VPN and Terminal Services.
Level 1 Escalations: Act as a point of escalation for Technical support team, ensuring timely resolution of complex issues.
Additional Duties & Responsibilities
Collaborate effectively within a team, sharing knowledge and best practices.
Escalate service or project issues that fall outside of agreed service levels.
Maintain an understanding of how IT aligns with client business strategies and goals.
Document internal processes, procedures, and troubleshooting steps clearly.
Accurately log time and expenses in ConnectWise and keep client data up-to-date.
Complete training materials and blueprints in ConnectWise University to develop proficiency with ConnectWise tools.
Manage project tickets, phases, and assignments as directed by the Project Manager.
Stay current with industry trends and emerging technologies by reviewing publications and online resources.
Skills & Experience
Required Skills & Knowledge:
Professional IT Certifications (e.g., Microsoft Certification, SonicWall CSSA, ConnectWise, Kaseya, or Microsoft Cloud Specialist for Azure).
Strong interpersonal and communication skills, including telephone etiquette and active listening.
Technical problem-solving and diagnostic skills for quick and accurate issue resolution.
Ability to multitask, adapt to fast-paced environments, and match resources effectively to technical issues.
Awareness of key IT services and support tools within the organization.
Proficiency in service documentation and ticket management in ConnectWise.
Self-motivation and ability to work independently in a dynamic environment.
Educational & Experience Requirements:
Degree: Bachelor’s degree (BA/BS) in Computer Science, IT, or a related field preferred, and/or relevant job experience.
Certifications: Microsoft Certifications are highly recommended.
Experience: Minimum 1-2 years of experience in an IT Help Desk role, including supervisory responsibilities preferably.
Other: Bilingual Spanish is a plus but not required.