Description

POSITION TITLE: Network Operations Technician 

TEAM: Managed Services & Network Operations 

REPORTS TO: Director – GM / Network Operations

FLSA Classification: Hourly, Non – Exempt

OBJECTIVE

As the Network Operations Technician, under the supervision of the Director – GM / Network Operations, you will assist in first-level troubleshooting and monitoring. Maintaining client satisfaction with a goal of 100% uptime and regular updates. You are responsible for resolving customer complaints for both software and hardware. You will work with and coordinate technical support within our team as well as 3rd party vendors. On an ongoing basis, you are responsible for achieving our goal and instilling the attitude of our customers better love us throughout the client relationship, but most importantly post install.

KEY PERFORMANCE AREAS

· Maintain optimal uptime and ongoing client satisfaction. 

· Diagnose, analyze, and resolve issues in a timely manner. 

· Develop a strong relationship with software vendors and outside service/repair vendors.

· Track service calls to analyze turnaround time and recurring incidents.

ESSENTIAL FUNCTIONS

· Communicate effectively to translate technical knowledge into action.

· When he/she does not have an answer, must know how to research the problem and come up with a solution. 

· Work together to create new strategies and make improvements.

· Regularly monitor client’s equipment to quickly resolve any issues that may arise. 

· Maintain a high degree of customer service for all support queries and adhere to all service management principles. 

· Publish support documentation to assist staff and clients with requests for information and provide training as needed. 

· Provide stats for the weekly Service Desk reports on call trends. 

· Support Network Operations by fixing client system problems remotely with various remote-control software programs and supporting ALL software and hardware provided. 

· Up to 20% travel, sometimes on a last-minute basis. Local, out-of-state, and international may be required depending on the location of the service and ability to work outside of regularly scheduled hours. 

QUALIFICATIONS

· Strong software and technical knowledge. 

· Strong AV, computer, digital and hardware knowledge. 

· Excellent communication skills and a positive attitude towards customer service. 

· Perform daily functions to resolve client issues quickly while ensuring Gable’s best interest. 

· Willingness to learn new software and hardware.

· Ability to comprehend and use Network Operations software while managing and reacting swiftly on all cases. 

Requirements

OTHER DUTIES

The duties and responsibilities of this position are not limited to those listed in this job description. This job description is subject to revision and will change over time. At times, this position may also perform other duties and responsibilities as assigned. Team members covered under this job description will be notified of any changes

ENVIRONMENTAL JOB REQUIREMENTS AND WORKING CONDITIONS

PHYSICAL REQUIREMENTS

The physical demands described here are representatives of those needed to successfully perform the essential functions for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the team member is regularly required to talk or hear. Ability to perform sedentary work which involves sitting for extended period of the time but may also involve walking or standing for brief period. The team member is frequently required to use hands to type, handle, or feel and reach with hands and arms. The team member is occasionally required to stoop, kneel and crouch. The team member may also be required to lift and/or move items. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a team member may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job team member is occasionally exposed to moving mechanical parts and high, precarious places. The noise level in the environment is moderate. Occasionally job site noise will be very loud and protective ear covers may be needed. Periodic exposure to factory environment and condition such as fumes, dust and mist.

ADDITIONAL REQUIREMENTS

All prospective team members must pass a criminal background check and drug test. Candidates must also meet the requirements for an I-9, e-Verify.