Network Analyst

Qualifications

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At least 2 years experience providing technical (hardware and software) support of computers, servers and network devices in a corporate environment

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Break/fix at client's locations is a MUST. Must be willing to drive within houston to client's locations.

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Ability to adhere to service delivery metrics and expectations

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Ability to participate in an on-call.

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Personal insured automobile

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Associates degree or comparable collegiate and/or trade school experience or equivalent work experience

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Workstation operating systems e.g., MAC, Windows 10

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Workstation productivity / operations application administration e.g., Microsoft Office, QuickBooks, etc

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Windows Server operating systems and related components

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Cloud Environment management e.g., AWS, Azure, etc

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Microsoft Office 365 administration and deployment

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PC, server and networking hardware understanding and experience

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Networking technologies

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TCP\IP, LAN, WAN, VPN, Datacenter, Cloud

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Firewalls e.g., Meraki, SonicWALL, Cisco ASA, VPN, etc

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Enjoys personal interaction with and helping Clients

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Receives positive internal staff feedback, considered responsive, reliable, knowledgeable, and diligent

Responsibilities

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Our support team is currently working mostly remote, with some on-site visits required

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Provide both reactive and proactive support of desktop, server, and network issues for our clients in a Help Desk\Remote Help Desk environment

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Adhere to company defined service delivery metrics and expectations

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Desire and enthusiasm for working primarily workstation tickets / issues daily, yet with the skill and experience to also troubleshoot and resolve Windows Server and network related tickets when required

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Provide a high level of customer service with a positive attitude at all times

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Articulate technical information clearly and simply to non-technical people

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Work reactive issues (Client submitted or monitoring generated) remotely and onsite as needed within committed Service Level Agreements (SLA’s)

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Pay close attention to detail while performing technically detailed tasks

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Deals effectively with stressful situations focusing on the best outcome for the Client

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Has a willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members

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Complete IT projects outside of the Help Desk when required

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Assist Project Engineers on larger projects

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Self-motivated and is self-directed when necessary

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DAILY time entry and metrics evaluations

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Any other assigned duties

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Performs accurate and timely time entry

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Focused on lowering Average Response Time