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Network Help Desk Support Technician

Compucom    posted almost 5 years ago

FullTime | Alpharetta, GA 30005


Description:

CompuCom is in need of 5 Level 1 NETWORK Help Desk Technicians for a 13 month project refresh project (Cisco 28xx to 29xx routers) commencing March 25, 2013.

MUST BE FLEXIBLE WITH HOURS RANGING FROM 3AM TO 3PM

Overview of duties:

The successful candidates will answer incoming phone calls from Field Services support. They will log the required data into Excel or SharePoint or any other required tracking system.
Coordination of Service with Customer’s NOC – notify the customer by IM or other designated means the Field Services Technician has arrived on site, name of tech, start time, etc. and record all pertinent information required for this project.
Upon completion of the physical install, field services will call back to complete the process. Testing of the refreshed device will be required – this may include ping tests, snmp walks and other designated testing to ensure the site is back up and operating normally. Updates to various tools including – Clarify, Voyence, and EMC Smarts are required. Training will be provided on these processes.
Tech must work closely with Program Management, Systems Integrators and the Network Operations Center (NOC) to support new device installations and to bring new network devices under NOC management.

Job tasks include:

Providing remote technical support to field technicians performing new network device installations
Identification and correction of network connectivity issues
Working with provider to fault isolate network transport issues
Troubleshooting WAN / LAN connections and IP routing issues
Provisioning network management tools to reflect new network devices and changes to existing networks

Requirements:

Qualified candidates must possess excellent customer service skills including the ability to communicate both verbally and in writing. Ability to work independently as well as part of a team
Must be flexible, dependable, have attention to detail and must be able to accurately type and multitask
Must be familiar with routers; be proficient with basic router commands preferably, knowledge of enterprise networking and be able to troubleshoot and correct basic configuration problems

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