Description

The Network Support Engineer is responsible for the support and troubleshooting of networking, data, and wireless network solutions. You will be a part of the Networking Division team that is responsible for providing technical support and final commissioning of customer systems.

Requirements

Handle customer support cases with and resolve issues in a professional and timely manner.

Develop and execute client specific solutions and propose new ways to approach existing challenges.

Ability to independently prioritize issues to provide efficient resolution based on need.

Create and update all documentation for systems, configurations, and pertinent information for customers, and then upload the
documents to appropriate internal storage systems.

Create backups and validate documentation when accessing client equipment and making configuration changes.

Verify all products are properly registered and support contracts assigned.

Provide guidance for customers on common issue and root cause analysis.

Working collaboratively with installation, project management, support and engineering teams.

Perform system wiring and terminations, as required.

Complete timecard entries on daily basis with notes to update management on project status.

Keep customers up to date on a regular basis using the DES ticketing system.

Work with manufacturers to escalate and resolve issues.

Provide assistance for support cases with remote and on-site technical support for existing customers and systems.

Stay current on all manufacturer and industry certifications.

Help provide internal support for basic troubleshooting, system backups, and archiving.

Provide support for company network/telephony applications, and create user accounts for new users.

Find proper resolution for customer problems with security and long-term maintenance in mind.

Essential Skills and Experience

Strong working knowledge of networking, Desktop and Server OS, wireless networking, and firewalls.

Associate degree in telecommunications, technology or related field preferred.

Excellent communication and interpersonal skills.

Highly motivated self-starter who takes initiative with minimal supervision.

Independent, driven personality to stay on top of issues and communications.

We offer a full compensation and benefits structure. Join the team that is the preferred technology provider of the Pittsburgh Steelers and winner of numerous customer satisfaction and top work places awards.

EOE