Network/Smart Hands Support Specialist
About The Position
The Network/Smart Hands Support Specialist provides on-site technical support for network infrastructure, hardware installations, and data center operations, working as the on-site extension of remote NOC and engineering teams. The work includes hands-on equipment installation, troubleshooting, maintenance, and local travel between sites, helping ensure reliable operations, timely responses to issues, and accurate documentation. The role is based daily at a client facility in Albany, New York. The client is supported 24/7, so the position may involve evenings or weekends. An annual flu shot is required. The role may also involve rotating on-call schedules, shift work, holidays, and emergency callouts.
Requirements
- At least 5 years of IT experience.
- Ability to lift 50 pounds.
- Personal vehicle for travel between sites.
- Work onsite daily at the client's facility.
- Annual flu shot required.
Nice To Haves
- High school diploma, trade school training, or relevant experience.
- Strong understanding of networking, including OSI Layers 2 and 3, cabling, and data center operations.
- Familiarity with routers, switches, firewalls, UPS systems, and electrical and cooling infrastructure.
- Experience with Visio, testing tools, and interpreting floor plans.
- Strong written and verbal communication skills.
- Ability to climb ladders and perform physically demanding tasks.
- Reliable transportation and a clean, insurable driving record.
- Fully vaccinated for flu, as required for hospital access.
- Basic console access and configuration knowledge.
- Familiarity with structured copper and fiber cabling and environmental monitoring tools.
- Experience with ServiceNow or similar ticketing and change-management systems.
- Strong time-management skills, attention to detail, and ability to work independently.
- Availability for shift work, weekends, holidays, and emergency callouts.
- CompTIA A+, Network+, or Cisco certifications, such as CCNA.
Responsibilities
- Provide Smart Hands support for network and server hardware, including rack and stack work, cabling, and hardware swaps.
- Troubleshoot and resolve physical connectivity issues, including cable tracing, module or port replacements, and resets.
- Perform routine equipment maintenance, hardware upgrades, and emergency repairs.
- Power-cycle equipment, set up console access, and replace modules, disks, or power components as directed by remote teams.
- Document work performed, maintain service logs, and update appropriate systems.
- Respond to ticketing system requests, update tickets with information, and maintain service-level agreements.
- Support inventory management, shipping and receiving, and site-readiness tasks.
- Respond to emergencies and participate in rotating on-call schedules.
- Follow safety protocols and operational procedures, including change-management policies.
- Provide project leadership and contribute to the design of telecommunications and network systems.
- Translate business parameters and objectives into functional and/or technical requirements.
Benefits
- Medical insurance with employer contribution.
- Dental insurance with employer contribution.
- Vision insurance with employer contribution.
- Flexible spending or health savings account.
- Life and AD&D insurance.
- Short- and long-term disability coverage.
- Paid time off.
- Employee assistance.
- 401(k) program with company match.
- Additional voluntary or legally required benefits.
- May be eligible for incentive compensation based on individual and/or company performance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
