Job Description

THE NETWORK SUPPORT ENGINEER IS RESPONSIBLE FOR ALL ONSITE AND REMOTE SERVICE AND SUPPORT NEEDS FOR OUR CUSTOMERS. THIS RELATES TO ALL TECHNOLOGY, TO INCLUDE: WORKSTATIONS, SERVERS, PRINTERS, NETWORKS, AND VENDOR-SPECIFIC HARDWARE AND SOFTWARE.

DUE TO COVID-19

all employees are currently working remote. Must still be local because this is not a full-time remote position. Occasionally may need to come into the office, go to client sites, and once the pandemic is over we will all be returning to the office as normal. XFER Communications will provide a laptop (if needed) and a desk phone. The employee must have a work area without distractions and background noise along with high-speed internet.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• ∙IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft and VMware
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Implement and support disaster recovery solutions
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services, and VDI
• System documentation to include system reviews and recommendations
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Administer hosted and cloud solutions for customers using technologies that meet their requirements
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service issues that cannot be completed within agreed service levels
• ∙Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ticketing system as it occurs
• Work through a daily schedule in the ticketing system that has been established through the dispatch process
• Understand processes in ticketing system by completing assigned training materials
• Enter all work as service tickets into ticketing system
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

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.

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Adtran ATSA, ATSP, or ATSE, Sophos, Cisco CCNA, or VMware VCP
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• 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 services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment
• Ability to learn new technologies quickly through formal and self-training
• Minimum experience 2 years

Company Description

XFER Communications is the leading provider of voice and data solutions to business customers in Southeast Michigan. We are a rapidly growing company that puts our customers first while using technology to solve their business needs. We are looking for new team members that are willing to learn and grow in an exciting fast paced environment.