Help Desk Engineer

  • location: Wake Forest, NC
  • type: Contract
  • salary: $31 - $34 per hour
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job description

Help Desk Engineer

job summary:
Looking for someone to technical leader for the network operations center team and as a SME (Subject Matter Expert) on network and customer related issues.

 
location: Wake Forest, North Carolina
job type: Contract
salary: $31 - 34 per hour
work hours: 8 to 5
education: Bachelors
 
responsibilities:
- Track major service outages and other service affecting activities. Advise inter-department groups of occurrences and ensure progress towards resolution. Perform case management function on outages as required.

- Handle internal/external customer escalations via phone, tickets or email and escalate further any customer-related issues to the appropriate group or manager as necessary.

- Assist with monitoring, overflow phone queue calls, and creating and handling repair tickets or service orders for customers as needed.

- Develop, maintain, and assist with providing initial training for new employees.

- Provide technical information or direction for less experienced employees as assigned.

- Analyze current network support processes and update as needed and/or refer priority issues to management.

- Special projects and other duties as assigned.

- Ability to work any shift in a 24x7 environment. The shift for this position will probably be Tuesday - Saturday 12:00 a.m. - 8:00 p.m..

 
qualifications:
- Bachelor's Degree in Information Technology, Communications Networking or related field.

- Vendor certifications (Cisco CCNA, CCNP, Meraki, Juniper, etc.)

- Experience in Data Troubleshooting as a SME (Subject Matter Expert).

- Experience with Cisco, ADTRAN, Meraki, or Juniper devices.

- Experience training employees in a classroom environment.

- Experience with technical document writing.

- Experience with use of Microsoft Office Excel & Word.

- ITIL 2011 certification

 
skills: - Strong customer service orientation.

- Advanced knowledge of SolarWinds.

- Minimum of 3 years of experience required in specific network equipment maintenance.

- Excellent verbal and written communications skills required.

- Willingness to attend Vendor-Specific product training as required.


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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