Field Support Technician

Aureon; West Des Moines (IA); On-site; USD 30,000 - 48,000; Full time

Job summary

A leading technology company is seeking a Field Support Technician to manage complex network environments and provide technical support. The role involves configuring network devices, performing maintenance, and ensuring customer satisfaction through effective communication and problem-solving. Candidates should have relevant certifications and experience in IT support.

Qualifications

• 3+ years professional experience in a computer or systems related field.
• Hands-on experience with monitoring, network diagnostic and network analytics tools.

Responsibilities

• Setup and configure complex network environments.
• Provide Level-2 remote and onsite support for network related issues.
• Perform network device maintenance and system upgrades.

Skills

Analytical skills

Problem-solving skills

Interpersonal skills

Organizational skills

Education

Bachelor’s degree

Cisco CCNA

Fortinet NSE 4

Tools

Network diagnostic tools

Monitoring tools

Job description

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• Setup and configure complex network environments
• Configure & install various network devices & services (e.g., routers, switches, firewalls, SD-WAN, VPN, QoS)
• Consulting with Clients regarding business requirements, determine firewall policy and routing configurations necessary to satisfy those requirements and implement required policies and configurations.
• Perform network device maintenance and system upgrades including firmware, patches, hot fixes 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
• Testing of proposed solutions within lab environments
• 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
• Stay current on IT trends and knowledge relating to this job and pursue continuing education as necessary
• 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
  
  

Job Details

Description

PRIMARY DUTIES AND RESPONSIBILITIES:

• Setup and configure complex network environments
• Configure & install various network devices & services (e.g., routers, switches, firewalls, SD-WAN, VPN, QoS)
• Consulting with Clients regarding business requirements, determine firewall policy and routing configurations necessary to satisfy those requirements and implement required policies and configurations.
• Perform network device maintenance and system upgrades including firmware, patches, hot fixes 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
• Testing of proposed solutions within lab environments
• 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
• Stay current on IT trends and knowledge relating to this job and pursue continuing education as necessary
• 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
  
  

Required

EDUCATION, TRAINING, AND EXPERIENCE:

• 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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Internet

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