Network Systems Engineer

JOB DESCRIPTION

Job Title:Network Systems Technician, Level 3

Department: Reports to: Manager of Operations

GENERAL SUMMARY:

The Level 3 Network Systems Technician is responsible for providing high-level technical assistance to the help desk team. This position is responsible for third level support of service requests, including escalation of level 1 and level 2 service tickets, technology, and duties, plus advanced technical issues. The Level 3 Network Systems Technician also acts as a technical resource to the TAM and CEM teams.

Duties and Responsibilities:

· Troubleshoot and resolve issues related to technical difficulties with hardware, software and network via telephony, email, ticket portal or in person

· Responsible for mentoring and assisting with level 1 and level 2 escalations

· Drive problem investigation and resolution as required

· Contribute to the continuity of computer services by providing the necessary technical leadership

· Identify areas for improvement and make constructive suggestions for change

· Develop training programs to develop and refine the skills of the help desk team

· Write service templates, as well as Run Books, to contribute to the knowledge base

· Document internal processes and procedures related to duties and responsibilities

· Work with the Manager of Operations and the Help Desk Supervisor on strategic initiatives leading towards more effective methods and process with a focus on resolution times.

· Assist the CEM and TAM with design and development tasks when requested

· Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry

· Remain up to date with all certifications to ensure Best Practices are being followed.

Competencies:

· 5+ years of experience working on a technical support help desk

· Technical writing skills with focus on training and documentation

· Diagnosis skills of technical issues

· Ability to positively mentor, coach and lead by example

· Proactively provide first class service

· Conduct one’s self with proper business ethics; treat others with respect and keep commitments

· Respond promptly and professionally with prospects, customers and fellow team members

· Write clearly, informatively, and completely on all tickets and customer communications

· Speak clearly and persuasively. Listen and probe openly and patiently and get clarification

· Ability to handle and problem solve issues without direction

· Must be able to be flexible with regards to schedule

· Ability to complete multiple simultaneous projects in a timely manor

· Have a high level of integrity and morale

· Be presentable at all times as you represent Onepath at all times

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· 5+ years working on a professional help desk team with at least 2 years in a level 2 position

· Professional IT Certifications, such as: Microsoft MCSE, Cisco CCNP, and/or MVWare VCP

· Advanced understanding of operating systems, business applications, networking, printing systems, phone systems, and active directory.

· Advanced Knowledge of LAN/WAN configurations and topologies

· Familiarity with troubleshooting networking equipment and TCP/IP

· Outside the box diagnosis skills of technical issues

· Ability to multi-task and adapt to changes quickly

· Attention to detail

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization’s key IT services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide IT service

· Ability to work alone with minimal supervision as well as in a dynamic team environment

· Self-motivated with the ability to work in a fast moving, sometimes high stress environment

· Leadership skills with a sense of responsibility towards mentoring peers

Preferred Qualifications:

• Minimum Bachelors Degree
• 3+ Years in a Sales, Customer Service or BSA role supporting technology
• Working knowledge of Network Fundamentals
• Exceptional presentation skills
• Strong attention to detail and accuracy
• Techno-Functional or Business Systems Analysis Skills
• Excellent documentation and proposal writing abilities

Benefits:

1. Salary is competitive with the Industry and commensurate with experience.

2. Health insurance, Dental Insurance, Short Term Disability and Long Term Disability coverage following the completion of 90 days of employment.

3. 401(k) pension plan, subject to plan terms (1 year vesting followed by enrollment on the closer of January 1 or July 1 of the corresponding year).

4. 9 Company-paid holidays, including New Year’s Day, Memorial Day, Independence Day, Columbus Day, Thanksgiving Day, Friday after Thanksgiving, and Christmas Day.

After your start date you will receive a Benefits Summary that provides detailed information concerning our total compensation program in effect as of your expected start date.

Company Overview:

MERIT (MERIT ) was founded in 1982 to be the Single-Source IT Communications Partner for businesses in Hampton Roads. MERIT manages computer systems and networks, provides VOIP Phone Systems, high speed internet connections, and is one of the highest ranked, independent MSPs in Virginia. We have a commitment to extraordinary service, which we believe is essential to achieve long term success. With over 100 years of combined experience in telecommunications, internet, wireless and information technology, MERIT ’s leadership team has built a dynamic company that emphasizes people and service as the foundations for long-term business success. With headquarters in Chesapeake, VA MERIT is a privately held company serving over 120 business clients.

Job Type: Full-time

Salary: $80,000.00 - $100,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• Day shift
• Monday to Friday

Work Location: In person