Network Support Technician II

Bryce Corporation•Memphis, TN

1d•Onsite

About The Position

This role involves providing technical support for network-related issues, including troubleshooting, problem resolution, and user assistance. The technician will support Level I personnel, escalate complex issues to higher levels, and manage support for company-purchased software and hardware according to internal SLAs. Responsibilities include taking help desk calls, responding to support emails, creating and managing support tickets, and performing after-hours support for critical production issues. The role also requires documenting solutions, assisting with computer and software upgrades, and performing password resets.

Requirements

Experience in gathering and analyzing information about technical issues.
Ability to provide support to lower-level technicians.
Skill in classifying and escalating technical problems.
Experience supporting company-purchased software and hardware.
Ability to provide on-site support, including on the manufacturing floor.
Experience taking Help Desk calls and creating/managing tickets.
Experience responding to support emails and creating/managing tickets.
Ability to review tickets daily and follow up on open tickets.
Experience writing documentation and scripts.
Proficiency in unlocking/resetting Network and Application passwords.
Experience assisting with computer upgrades and new device setups.
Experience performing software upgrades (Windows, Office applications).
Willingness to answer after-hours calls and work off-hours for production issues.

Responsibilities

Gather and analyze information about an issue to determine the best resolution.
Provide support for Network Support Technician Level I personnel.
Classify problems and escalate them to appropriate higher-level support (Level III, Network Administrator, SAP Team, etc.).
Support company-purchased software and hardware packages according to internal SLAs.
Provide on-site support, including on the manufacturing floor, when necessary.
Take Help Desk calls and create log tickets for every issue or request.
Respond to emails requesting support and create log tickets for every issue or request.
Review tickets daily and follow up on open tickets to ensure timely responses.
Write documentation and scripts based on information in log tickets for future reference.
Unlock/reset Network and Application passwords as requested.
Assist with computer upgrades and new device setups.
Perform software upgrades, including Windows and Office applications.
Answer after-hours calls for production down issues and work off-hours to support the business when required.
Perform all other duties as assigned.