IT/Network Support Engineer
About The Position
Network Craze’s Network Support Technician is a customer-facing member of the Service Team and the first point of contact for customers seeking support. The role provides technical and hardware support through the company’s third-party maintenance “ProCare” service and standard limited lifetime warranty services. Work includes communicating with customers and colleagues by phone, email, and video; investigating network problems; documenting and managing tickets; troubleshooting remotely; arranging hardware replacements; and coordinating contract fulfillment. The technician also provides technical information to the sales team for customer solutions and collaborates with Engineers on more complex IT projects and services. The position offers exposure to a diverse range of network equipment and enterprise environments. Most work, training, and regular duties take place onsite at Network Craze’s Operations facility in Williston, Vermont, with some remote workdays scheduled. The support service operates 24x7 and includes on-call responsibilities. Regular hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time. A background check is required.
Requirements
- Familiarity with networking concepts and network equipment.
- Ability to communicate professionally and concisely during customer-facing interactions.
- Attention to detail and diligence with ticket management, note taking, and follow-up.
- Ability to work well in a team and learn new systems, equipment, and processes quickly.
- Ability to work sitting and standing, lift 40 pounds, and handle repetitive tasks.
- Prepared to undergo a background check.
Nice To Haves
- Cisco CCNA certification.
- Two or more years of experience working with computers, networking, and/or IT environments.
- One or more years 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
- Provide technical and hardware support through the ProCare service and limited lifetime warranty services.
- Communicate with customers and internal colleagues by phone, email, and video.
- Investigate network problems and remotely troubleshoot technical issues, including over Webex sessions with customers.
- Document and manage support tickets, maintain notes, and follow up.
- Coordinate contract fulfillment and hardware replacement processes.
- Work with Engineers on complex IT projects and services.
- Provide technical information to the sales team for customer solutions throughout the sales process.
- Follow procedures accurately and consistently and maintain professional, concise customer-facing communication.
Benefits
- Base pay of $60,000–$80,000, depending on experience.
- Retirement plan with a 3% match.
- 15 days of paid time off.
- Nine paid holidays.
- Life insurance, with optional short- and long-term disability insurance.
- On-call bonus program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
