Job Overview
This role 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. Duties:
- Completing 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
- Network Field Technician will be 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
- Support 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
Requirements
- 3-6 years of experience
- High level of experience with Server Systems
- Advanced knowledge and experience with Server Capacity Planning, Server Performance and Server Performance Software Use/Support
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Employer : PHILPOTT & BAKER SERVICES LTD
