Network Support Technician

  • location: Moonachie, NJ
  • type: Permanent
  • salary: $40,000 - $45,000 per year
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job description

Network Support Technician

job summary:
The Remote Support Technician role consists of supporting both end users directly and assisting Field Service Technicians with troubleshooting and solution verification actions. The work requires technical prowess and people-skills to work with clients who may already be frustrated by a system issue they are calling for assistance on.

location: Moonachie, New Jersey
job type: Permanent
salary: $40,000 - 45,000 per year
work hours: 9am to 5pm
education: Bachelors

  1. Provide technical assistance with computer hardware and software
  2. Resolve issues for clients via phone, in person, or electronically via remote connection software
  3. Serve as the first point of contact for customers seeking technical assistance over the phone or email
  4. Perform remote troubleshooting through diagnostic techniques and pertinent questions
  5. Determine the best solution based on the issue and details provided by customers
  6. Walk the customer through the problem-solving process
  7. Direct unresolved issues to the next level of support personnel
  8. Provide accurate information on IT products or services
  9. Record events and problems and their resolution in logs
  10. Follow-up and update customer status and information
  11. Pass on any feedback or suggestions by customers to the appropriate internal team
  12. Identify and suggest possible improvements on procedures
  1. Proven experience as a help desk technician or other customer support role
  2. Tech savvy with working knowledge of office automation products, databases and remote control
  3. Good understanding of computer systems, mobile devices and other tech products
  4. Ability to diagnose and resolve basic technical issues
  5. Excellent communication skills
  6. Customer-oriented and cool-tempered
  7. BSc/BA/Associates in IT, Computer Science or relevant field
  1. Familiarity with basic Local Area Network devices including routers, switches, and access points
  2. Familiarity with Microsoft Windows OS installation, performing Windows Updates, Configuring TCP/IP settings
  3. Ability work both collaboratively and unsupervised
  4. Ability to meet deadlines which may include evening or weekend work when required by the business
  5. Ability to cover "On-Call" shifts on a rotating schedule
  6. Attention to Detail - Job requires being careful about detail and thoroughness in completing work tasks
  7. Analytical Thinking - Job requires analyzing information and using logic to address technical issues and problems
  8. Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations

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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