Field Support Technician

Aureon


Date: 1 day ago
City: West Des Moines, IA
Contract type: Full time
Job Details

Description

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Setup and configure complex network environments
  • Configure & install various network devices & services (e.g., routers, switches, firewalls, SD-WAN, VPN, QoS)
  • Consulting with Clients regarding business requirements, determine firewall policy and routing configurations necessary to satisfy those requirements and implement required policies and configurations.
  • Perform network device maintenance and system upgrades including firmware, patches, hot fixes 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
  • Testing of proposed solutions within lab environments
  • Adopting and learning new technologies
  • Perform network assessments
  • Create review and maintain network 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
  • Stay current on IT trends and knowledge relating to this job and pursue continuing education as necessary
  • 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

Required

EDUCATION, TRAINING, AND EXPERIENCE:

  • Hands-on experience with monitoring, network diagnostic and network analytics tools
  • One major certification (such as Cisco CCNA or Fortinet NSE 4) and one minor certification as identified by Aureon Technology technical certification list
  • 3+ years professional experience in a computer or systems related field

Preferred

  • Bachelor’s degree, 1-3 industry certifications
  • 5+ years professional experience in a computer or systems related field

Required Skills

  • Must have solid understanding of DNS, Security, IP Routing, HTTP, VPN, Email Routing, SPAM, etc.
  • Effective analytical and problem-solving skills
  • Ability to organize and simplify technical information
  • Exceptional time management and organizational skills
  • Superior interpersonal, written, and oral communication skills
  • Knowledge of a wide variety of hardware, software, and communication technologies

Working Conditions And Physical Requirements

  • Indoor work primarily in office environment, both company and customer
  • Frequent utilization of manual dexterity and visualizing of computer screen
  • Occasional bending, carrying, squatting, twisting, and lifting up to 60 pounds independently
  • Occasional travel by vehicle
  • Escorting vendors in the data center and understanding maintenance being performed.
  • After hours/weekend support of data center facilities

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