Network Support Engineer

TNN is comprised of a dynamic group of professionals dedicated to bringing Fortune 500 I.T. solutions to small and mid-sized businesses in California. We understand the distinctive needs of this niche market and has based our business model around providing them with a superior quality IT solution that has been previously out of reach due to cost and personnel factors – a solution that is extremely versatile, scalable to company size, and can be customized to virtually any business sector.

For this position, we are looking for key candidates who possess a strong service/support orientation. The Network Support Engineer will be responsible for maintaining the design and integrity of customer’s internal infrastructures. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

POSITION RESPONSIBILITIES:

65% – IT Support (Client Resolution)

• Responsible for providing IT support relating to technical issues involving Microsoft’s core business applications, as well as environments built on Citrix, Microsoft and Apple
• Accountable for delivering support services for Microsoft technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Troubleshoot and resolve general PC issues that clients may have
• Work collaboratively with peers in order to help solve clients issues in a timely manner
• Liable to ensure that once a ticket has been assigned to you – you must complete the ticket according to SLA standards
• Perform technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Ability to work collaboratively with your team in order to effectively diagnose and repair PC matters
• Implement and perform disaster recovery operations
• Ensure that service issues that cannot be completed within agreed service are being escalated to a greater level

20% – Customer Communication

• Responsible for answering all incoming client calls of non-ticketed problems
• Communicate with clients to keep them informed of incident progress, notifying them of impending changes or agreed outages
• Improve the overall customer experience for our clients

15% – Monitoring Ticket Boards/Documentation

• Responsible for viewing and assigning tickets to the appropriate board
• Enter all work as service tickets into ConnectWise
• Responsible for ticket documentation to include both system reviews and recommendations
• Maintain logs related to network functions as well as maintenance and repair records
• Document internal processes and procedures related to duties and responsibilities

To perform this job successfully, an individual must be able to perform each of the requirements listed below:

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Astaro appliances CSSA, Cisco CCNA, or VMware VCP
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• 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

Join our team today. Click here to apply online.