Field Support Technician

Aureon•West Des Moines, IA

11h•Onsite

About The Position

The Field Support Technician will be responsible for installing, maintaining, and troubleshooting network devices and systems. This role involves providing Level-2 remote and onsite support, managing projects, and ensuring proper documentation of all work. The technician will also liaise with vendors and internal teams to resolve issues and maintain client satisfaction. Continuous learning of new technologies and adherence to company policies are essential.

Requirements

Hands-on experience with monitoring, network diagnostic and network analytics tools
3+ years professional experience in a computer or systems related field or combination of education and experience

Nice To Haves

Bachelor’s degree, 1-3 industry certifications
One major certification (such as Cisco CCNA, CompITA A+, or Fortinet NSE 4) and one minor certification as identified by Aureon Technology technical certification list
5+ years professional experience in a computer or systems related field

Responsibilities

Install various network devices & services (e.g., routers, switches, firewalls, SD-WAN, VPN, QoS)
Conduct network/system device upkeep and system upgrades, including firmware updates, patch installations, hotfixes, and security configurations.
Provide Level-2 remote and onsite support and troubleshooting for network related issues, including hardware, software applications, VOIP phones and security systems and other devices to resolve operational issues and restore services
Managing assigned projects to deliver services in accordance with established objectives
Responding to inquiries from staff, administrators, service providers, site personnel and outside vendors etc. to provide technical assistance and support
Participation in project scoping and technical plan development
Adopting and learning new technologies
Perform network/systems assessments
Create review and maintain network/system documentation, including detailed network diagrams
Thoroughly document all work completed and anything relevant to the ticket or client’s request
Liaison with vendors and internal and external resources to ensure proper completion or escalation
Maintain ownership of tickets until escalation or completion, notifying the client of any delays
Utilize Professional Services Automation tools following company best practices including real-time ticket updating
Maintain knowledge of the company products and services to effectively add value to new and existing customers
Keep physical workspace and bench environment clean and organized
Always follow Aureon Technology policies and procedures
Assume additional duties as defined by supervisor and executive management
Demonstrate commitment to providing outstanding customer service
Running and terminating cables in the data center as well as remote support
Other duties as assigned
Perform data transfers for clients onsite.