Network Provisioning Engineer

Is troubleshooting your middle name? Do you have a knack for people and a desire to see a solution play out from start to finish? Were looking for a teammate who will energetically respond to our clients requests for the repair, upkeep, and setting up of computer equipment and ensure their timelines are met, clients are satisfied, and all work performed has been completed and exceeds the expected standard of quality

You impeccably analyze faults and are good at break-fix, especially on hardware and some software packages, are ready to put in flexible hours when necessary.

You can expect to spend your time accomplishing the following:

• 80% of time on Objective 1: Supporting multi-program operations
• 10% of time on Objective 2: Participating in on-call rotations for after-hours break/fix support
• 10% of the time on Objective 3: Self Improvement and Education

• Proactively identify areas of improvement to add value to customers and follow appropriate avenues to remediate.
• Diligently work on and update trouble tickets in ServiceNow.
• Effectively resolve customer problems according to the customers’ Change Control Board and process.
• Regularly update and improve internal and customer documentation, including but not limited to access procedures, POP photos, local contact information, and concerns that could jeopardize the security or function of our service delivery to the customer
• Regularly support the NOC in troubleshooting efforts and providing vendor access to managed sites, as well as training NOC resources in field support and troubleshooting techniques.
• Professionally manage and report on projects assigned by BD and PMs and provide transparency with the team about scheduled work.
• Effectively participate in quarterly maintenances for managed customers.
• Routinely improve skills and address knowledge gaps, and work towards professional development goals and attain certifications.

• High School diploma or equivalent.
• 3+ years of experience working in a NOC, Service Desk, or Field Support role in IT.
• 2+ years of customer service experience.
• General competency in networking principles or using a ticketing system such as ServiceNow.
• CCNA and/or JNCIA certifications preferred.
• Strong proficiency with Microsoft Office.
• Strong organizational, verbal, and written communication skills.

Working Conditions: Work is performed in an office setting whether in a company-provided office or work-at-home arrangement.