Department: Trouble & Repair (Network Command and Control (NC2)
Job Title: NC2 Technician (Technical Support)
Classification: Non-Exempt
Location: Tampa, FL
Reports to: Sr. Manager, Customer & Support Services
Requirements:
Candidates must be able to work in a very strong team environment, have excellent documentation skills, able to work on multiple shifts, and have a strong desire to learn. Basic understanding of network technology concepts is required. A+, Net+, or CCENT level skills preferred but not required. Candidates will receive on the job training for most of the position requirements.
- Understanding of the OSI Model layers 1-4.
- Basic understanding of routing and switching.
- Basic understanding of IP addressing (version 4 & 6).
- Previous experience using monitoring applications is a plus.
Responsibilities:
Technicians are responsible for the creation and tracking of all network trouble tickets and change requests received by NetWolves Customers and Vendors. Technicians will be required to clearly document data received from various systems and personnel into the NetWolves Trouble Ticket System. Technicians will need to be able to follow document procedures for using this information to perform troubleshooting steps with various other personnel and companies.
Must be willing and able to represent themselves and NetWolves professionally to customers and vendors alike through both verbal and written communications.
Must be able to follow detailed instructions and procedures. Must possess a logical troubleshooting ability to interpret alerts and alarms to assess root cause. Basic computer and Internet skills are required, including typing. Any backgrounds in troubleshooting Broadband Cable, DSL, or traditional telecommunications experience is a plus, but not required. Any enterprise network configuration or support experience is also a plus, but is not required. Military experience is a plus.
Organizational Placement:
Reports directly to the Senior Manager, Customer & Support Services