IT/Network Support Engineer

Network Craze Technologies, Inc•Williston, VT

8d•$60,000 - $80,000•Hybrid

About The Position

Network Craze is a supplier of new and refurbished enterprise network equipment and IT infrastructure, serving customers across multiple industries and locations. The position is part of the Service Team and serves as a first point of contact for customers seeking technical support. The technician investigates network problems, troubleshoots issues, facilitates hardware replacement, and maintains customer relationships. The role also works with engineers on more complex IT projects and services and provides exposure to a wide range of network equipment and enterprise environments. Network Support Technicians support the company's third-party maintenance ProCare service, which provides 24x7 technical and hardware support, as well as standard limited lifetime warranty services. Work includes communication by phone, email, and video with internal teams and customers; investigating network problems; coordinating contract fulfillment; documenting activity; managing tickets; customer communication; remote troubleshooting; and handling hardware replacement processes. The technician also works with the sales team to provide technical information for customer solutions during the sales process. Most work, training, and normal tasks are performed on-site at the Operations facility in Williston, Vermont, with some remote workdays as scheduled. The position's stated hours are Monday through Friday, 8:00–17:00 EST. The role includes on-call service.

Requirements

Familiarity with networking concepts and network equipment.
Ability to communicate professionally and concisely in customer-facing interactions.
Strong attention to detail.
Ability to work well in a team environment.
Ability to learn new systems, equipment, and processes quickly.
Ability to work both sitting and standing, lift 40 pounds, and handle repetitive tasks.
Be prepared to undergo a background check.

Nice To Haves

Cisco CCNA certification.
At least 2 years of experience working with computers, networking, and/or IT environments.
At least 1 year of troubleshooting or help desk experience.
Familiarity with Microsoft products, including Windows and Office 365.
Experience with electronics, computer, or other technical repair work.

Responsibilities

Serve as a first point of contact for customers needing support.
Understand customer issues and investigate network problems.
Troubleshoot technical issues, including remotely over Webex sessions with customers.
Facilitate hardware replacement and coordinate fulfillment of service contracts.
Document support activity, manage tickets, take notes, and follow up.
Communicate with customers and internal teams by phone, email, and video.
Maintain customer relationships through professional customer-facing interactions.
Work with engineers on complex IT projects and services.
Provide technical information to the sales team for customer solutions during the sales process.
Follow procedures accurately and consistently.