Job Description

WE HAVE 1ST, 2ND, AND 3RD SHIFTS FOR T1 & T2, CANDIDATES OPEN AT THIS TIME.

NETOPS TECHNICAL EMPLOYEE ROLES

1

Tier 1 Technician

$10-$17/HR

2

Tier 2 Technician

Entry level preferred

AS Preferred

$32,000-$58,000

NETOPS TECHNICAL SERVICE REPRESENTATIVE (T1) JOB DESCRIPTION

DESCRIPTION:

The Technical Service Representative position is an entry level position for those with varying level of experience in IT. Technical Service Representatives at NetOps are exposed to the entire spectrum of IT support outside of development. While serving in this capacity, IT skill and qualifications can be molded and crafted to the individual likes and strengths. At NetOps the primary goal for our Technical Service Representative program is to provide the most satisfying customer interaction with friendly and courteous professionals. Simultaneously, we use this program to identify dedicated and fast learning individuals to fill the ranks in our engineering groups. Technical Service Representatives will work alongside of some the most skilled IT engineers in the industry. At NetOps, Technical Service Representatives are exposed to valuable troubleshooting skills, from addressing an array of issues from the lowest layer of the ISO model to complex security issues at the heights layers of the OSI model.

RESPONSIBILITIES:

· Answer helpdesk calls for our clients

· Provide frequent status updates for helpdesk customers

· Continually maintain a professional, courteous, and responsive relationship with clients

· Assist clients with technical support needs

· Oversee helpdesk intake queue and respond to helpdesk requests

· Participate in large scale network, server, and PC related projects

· Manage personal Ticket Queue, schedule, and communications to clients

· Perform proactive checks and tasks for clients

· Leverage an array of support tools to remotely troubleshoot and fix issues for clients

· Effective document issues and their resolutions for helpdesk tickets

· Follow policies and procedures for NetOps

· Continually seek to improve one’s skills and capabilities

· Seek out an area of IT to master as an expert

· Mentor and develop junior staff

MINIMUM QUALIFICATIONS:

· Possess a passion for technology and learning

· COMPTIA A+, Net+, Security+ entry level certifications are preferred to start or must be obtained as part of Tier 1

· Additional Microsoft entry-level certifications - MTA: Microsoft Technology Associate

· Possess strong problem-solving skills

· Fundamental understanding of network and computer concepts

· Must be an effective communicator with both verbal and written interactions

· Be a self-starter

PREFERRED QUALIFICATIONS:

· Associate degree or other formal education in IT

· IT related certification

· Previous experience in IT

NETOPS TECHNICIAN (T2) JOB DESCRIPTION

DESCRIPTION:

The Technician position is a mid-level technical position for those with two to six year of experience in IT. A NetOps Technician is required to be a generalist across the spectrum of IT support outside of development. At NetOps the primary goal for our Technical Service Representative program is to provide the most satisfying customer interaction with friendly and courteous professionals. NetOps Technicians will work alongside engineers assisting with technical tasking on projects. Technicians will perform level two helpdesk requests and perform troubleshooting for spectrum of IT support outside of development. NetOps Technicians will also work closely with Technical Service Reps (TSRs) to provide technical and procedural guidance with service tickets and other duties.

RESPONSIBILITIES:

· Answer helpdesk calls for our clients

· Provide frequent status updates for helpdesk customers

· Continually maintain a professional, courteous, and responsive relationship with clients

· Participate in on-call rotation as escalation point for 24x7x365 support of all customers

· Assist clients with technical support needs

· Oversee helpdesk intake queue and respond to helpdesk requests

· Participate in large scale network, server, and PC related projects

· Manage personal Ticket Queue, schedule, and communications to clients

· Perform proactive checks and tasks for clients

· Leverage an array of support tools to remotely troubleshoot and fix issues for clients

· Effective document issues and their resolutions for helpdesk tickets

· Solid experience in the administration and performance tuning of application stacks

· Experience with virtualization and containerization (e.g., VMware, Virtual Box)

· Solid networking knowledge (OSI network layers, TCP/IP)

· Liaise with vendors and other IT personnel for problem resolution

· Experience with automation software, scripting and Group Policies

· Managing and monitoring all installed systems and infrastructure

· Installing, configuring, testing and maintaining operating systems, application software and system management tools

· Proactively ensuring the highest levels of systems and infrastructure availability

· Maintain security, backup, and redundancy strategies

· Participate in the design of information and operational support system

· Follow policies and procedures for NetOps

· Provide technical direction to junior IT staff

QUALIFICATIONS:

· Associates of Science in Information Technology preferred

· CCNA, MCSA (Client OS) or mid-level industry standard certification are preferred

· Minimum of two or more years of job experience IT

· Possess strong problem-solving skills

· Solid understanding of network and computer concepts

· Must be an effective communicator with both verbal and written interactions

· Be a self-starter