Network Technician

ECR Software Corporation•Boone, NC

6d•Onsite

About The Position

The Network Technician is responsible for maintaining and supporting ECRS network infrastructure. The technician will monitor and execute response plans for customer-facing infrastructure issues affecting the ECRS product suite. The Network Technician serves as a subject matter resource for WatchGuard products and related networking technologies, providing both internal support and customer-facing consultation. This position also plays a key role in network discovery, configuration, implementation support, and escalation management, ensuring consistent delivery of high-quality network services aligned with established policies and procedures.

Requirements

Solid understanding of IP networking concepts and principles.
Intermediate knowledge of network hardware, PC hardware, Windows, and Linux operating systems.
Intermediate knowledge of routing and switching concepts.
Excellent communication skills both verbal and written.
Goal-driven personality and understanding of process management.
Strong personal desire to produce high quality work in a high-paced environment.
Strong work ethic, professional attitude, and team player.
Basic root cause analysis and troubleshooting skills.
Authorized to work in the United States.

Nice To Haves

Network+
CCNA
AWS Certifications
Azure Certifications
VMWare Certifications

Responsibilities

Troubleshoot and resolve networking issues for ECRS staff and infrastructure.
Support, configure, and troubleshoot all ECRS supported Watchguard offerings for customers including Firewalls, Access Points, VPNs, and other related WatchGuard services.
Provide guidance to other departments with customer networking escalations.
Perform network discovery and consultation for new and existing customers purchasing Watchguard equipment.
Based on customer contracts, work with the customer post-sale to gather information about their existing network, build configuration files for the WatchGuard equipment being shipped out, and assist with the installation as needed.
Collaborate with ECRS Core Support and customers on Cloud VPNC troubleshooting and VM maintenance for these systems.
Make informed decisions regarding the configuration, stability, and security of ECRS and customer network infrastructure.
Manage and execute assigned tickets in a timely manner, following established workflows and escalation procedures.
Demonstrate professionalism, accountability, and strong customer service in all interactions.
Contribute to the development and maintenance of technical documentation, knowledge base articles, and best practices.