Field Support Technician Job West Des Moines area,Iowa USA,IT/Tech

PRIMARY DUTIES AND RESPONSIBILITIES:

Install various network devices & services (e.g., routers, switches, firewalls, SD-WAN, VPN, QoS)
Conduct network device upkeep and system upgrades, including firmware updates, patch installations, hotfixes, and security configurations.
Provide Level-2 remote and onsite support and troubleshooting for network related issues, including hardware, software applications, VOIP phones and security systems and other devices to resolve operational issues and restore services
Managing assigned projects to deliver services in accordance with established objectives
Responding to inquiries from staff, administrators, service providers, site personnel and outside vendors etc. to provide technical assistance and support
Participation in project scoping and technical plan development
Adopting and learning new technologies
Perform network assessments
Create review and maintain network documentation, including detailed network diagrams
Thoroughly document all work completed and anything relevant to the ticket or client's request
Liaison with vendors and internal and external resources to ensure proper completion or escalation
Maintain ownership of tickets until escalation or completion, notifying the client of any delays
Utilize Professional Services Automation tools following company best practices including real-time ticket updating
Maintain knowledge of the company products and services to effectively add value to new and existing customers
Keep physical workspace and bench environment clean and organized
Always follow Aureon Technology policies and procedures
Assume additional duties as defined by supervisor and executive management
Demonstrate commitment to providing outstanding customer service
Running and terminating cables in the data center as well as remote support
Other duties as assigned

EDUCATION, TRAINING, AND EXPERIENCE:

Required

Hands-on experience with monitoring, network diagnostic and network analytics tools
One major certification (such as Cisco CCNA or Fortinet NSE 4) and one minor certification as identified by Aureon Technology technical certification list
3+ years professional experience in a computer or systems related field

Preferred

Bachelor's degree, 1-3 industry certifications
5+ years professional experience in a computer or systems related field

REQUIRED SKILLS:

Must have solid understanding of DNS, Security, IP Routing, HTTP, VPN, Email Routing, SPAM, etc.
Effective analytical and problem-solving skills
Ability to organize and simplify technical information
Exceptional time management and organizational skills
Superior interpersonal, written, and oral communication skills
Knowledge of a wide variety of hardware, software, and communication technologies

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

Indoor work primarily in office environment, both company and customer
Frequent utilization of manual dexterity and visualizing of computer screen
Occasional bending, carrying, squatting, twisting, and lifting up to 60 pounds independently
Occasional travel by vehicle
Escorting vendors in the data center and understanding maintenance being performed.
After hours/weekend support of data center facilities

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.


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