Field Support Technician
Aureon•West Des Moines, IA
•Onsite
About The Position
This role involves installing, maintaining, and troubleshooting various network devices and systems. The technician will provide Level-2 support, manage projects, respond to inquiries, and adopt new technologies. Responsibilities include network assessments, documentation, vendor liaison, and ensuring client satisfaction through excellent customer service.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
