Network Field Technician

Job Overview

In this role, you will be primarily responsible for providing first level support to resolve problems with network/telephony products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors under the guidance of more senior team members. Essential Responsibilities:

• Completes work assignments by following procedures and policies, and using data and resources
• Collaborating with others to address business problems
• Adhering to established priorities, deadlines, and expectations
• Communicating progress and information
• Occasionally identifying and recommending ways to address improvement opportunities
• Escalating issues or risks as appropriate
• Pursues self-development and effective relationships with others by sharing information with coworkers and customers
• Listening and responding to performance feedback
• Acknowledging strengths and weaknesses
• Adapting to and learning from change, difficulties, and feedback
• Follows procedures for incident escalation and notification to leadership
• Follows standard operating procedures
• Provides first level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly)
• Supports efforts to analyze and prioritize incoming requests and alerts
• Supports troubleshooting efforts in conjunction with customer to identify routine problems
• Escalates routine problems, as necessary, to appropriate resource (e.g., support team, vendor)
• Supports tracking and documentation of details of problems, status of service requests, and resolutions
• Reviews information (e.g., procedures, installation, configuration) related to new technology