Support Technician, II

Netrix, LLC; Wyomissing (Berks County); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Remote/home office possible

Casual work environment

Benefits package

Job summary

Netrix Global is seeking a Support Technician II to participate in day-to-day operations at the Wyomissing data center, monitoring servers, network equipment, and customer requests. You will open support tickets, provide timely responses, and escalate to engineering as needed.

The role reports to the Technical Operations Center Team Lead and requires strong customer service, troubleshooting skills, and the ability to work on-site with some overtime and on-call duties.

Qualifications

• High-School Diploma or GED required; Associate's degree preferred.
• 2+ years of experience with ticketing systems (Footprints, ServiceNow, Zendesk).
• Strong technical troubleshooting experience with customer-facing support.
• Working knowledge of monitoring tools and basic network/server concepts.

Responsibilities

• Monitor and maintain servers and network equipment for uptime and data flow.
• Provide IT support to customers and internal environments.
• Open and manage support tickets for hosted customers; respond timely and escalate as needed.
• Perform basic triage and communicate status to customers and internal teams.
• Assist with on-site tasks at Wyomissing data center as required.

Skills

Ticketing systems experience

Customer service mindset

Technical troubleshooting

Communication skills

Education

High School Diploma or GED

Associate's Degree in CS or related field

Certifications: A+/Network+/Security+

Tools

Auvik

LogicMonitor

ConnectWise

N-Able

Job description

About The Opportunity

Netrix Global is looking for a Support Technician, II who will participate in day-to-day operations and fulfill duties of the Data Center and customer support. The Support Analyst II is responsible for monitoring customers and Netrix equipment.
They must also monitor data center infrastructure located within the Wyomissing data center to ensure that customer and Netrix data and equipment are secure, operational, and highly available. Performing initial assessments of alerts and escalating per customer procedures will be required.

The Support Technician,II will also be responsible for completing requests from hosted customers for operational support activities in the Wyomissing Netrix data center. You will be responsible for opening support tickets for our hosted customers. In addition, you will be providing timely and accurate responses to all incoming requests, escalating to higher-tier engineering teams as needed, and providing
information that can be used to resolve or eliminate recurring problems.

This role will report to the Technical Operations Center Team Lead.

How You Will Make An Impact

• Monitor and perform on-going maintenance on servers, network equipment and ensure the flow of data across the network.
• Provide IT support for customers and internal environments.
• Collaborate with software, network, hardware, and security teams for efficiency.
• Perform basic triage of incidents and notify customers as required in a timely manner.
• Working knowledge of AS400/iSeries for backups and daily procedures.
• Accept calls and research, resolve, and respond to incidents in accordance with current standards.
• Monitor and record incident tickets for all customer emails. Respond accordingly by performing requested tasks and/or escalating tickets to other groups as necessary.
• Assist customers with on-site work as needed and manage data retention policies as defined by customers, third party vendors or internal policies.
• Demonstrate basic working knowledge and troubleshooting abilities associated with all alarms, alerts, and notifications from monitoring systems.
• Follow directions in accordance with data center system maintenance including PDU installation, power circuit auditing, lighting upkeep, and rudimentary CRAC unit management.
• Run hardware diagnostics, replace/upgrade internal system components, hard drives, and network cables.
• Perform physical server and network equipment racking and decommissions as defined in SOPs.
• Installation of cross-connects, patching, and labeling as per data center standards.
• Demonstrate basic knowledge of network systems, topology, and troubleshooting.
• Provide smart hands assistance for customers or remote technicians.
• Document internal and customer processes and deployments.
• Recommend improvements to documentation and processes for both internal and customers.
• Maintain data center inventory, spare equipment, and device RMAs.
• Daily Data Center Facilities Walkthroughs.
• Participate in escalation events, act as the local point of contact as needed, understand the escalation paths both locally and globally, be familiar with customer SLAs, provide escalation and communicate status in accordance with the primary POC and the SOP.
• Deliver exceptional customer service.
• Submit accurate, innovative resolutions to internal and customer knowledge base.
• Participate in team projects that enhance the quality or efficiency of the TOC.
• Job requires alternate work schedules which will include some holiday, weekend, and off-shift work.
• All Support Analysts are responsible for working overtime as needed to assist in providing coverage for open shifts on weekends and because of call-offs and PTO.
• On-call rotation for emergency site visit requests.
• Perform operational support tasks as requested by customers.
• Completion of the shift checklist & shift turnover reports.
• Other duties as assigned.
  
• Examples: Fire, Security, power, and HVAC

What You Will Bring To The Table

• Knowledge of A+, Network+, Security+, and Linux+ certifications, or working experience is highly recommended.
• Minimum 2 years of experience of ticketing systems i.e. Footprints, ServiceNow, ZenDesk, required.
• Minimum 2 years of strong technical troubleshooting experience while providing quality service to customers.
• Experience with RMM and Network monitoring tools i.e., Auvik, LogicMonitor, ConnectWise Command, N-Able, etc.
• High-School Degree/GED required. Associate's Degree in a Computer Science related major and higher is preferred.
• Knowledgeable in VMWare, Active Directory, and Datto.
• Experience with iSeries monitoring system a plus.
• Experience with assembling, deploying and troubleshooting, PC, server hardware and/or network devices required.
• Experience with installing, modifying and troubleshooting server operating systems and other software preferred.
• Working understanding of best practices of data center management preferred.
• Experience with network topography and protocols preferred.
• Experience of data center cooling/HVAC systems and equipment a plus.
• Experience of datacenter electrical systems, power deployment and usage, including backup systems a plus.
• Must possess a strong customer service attitude and interpersonal skills.
• Must possess excellent written and verbal communication skills.
• Proven ability to execute multiple tasks efficiently and effectively required.
• Proven ability to work effectively in a team environment required.
• Demonstrated flexibility, organization and self-motivation required.

Key Position Details:

• Working Shift:Mon-Friday 8 AM to 4 PM Eastern time shift
• Expected to work on-site at Wyomissing, PA Data Center.

About Us

At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!

Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.

We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators.

At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.

To learn more about Netrix Global please go to www.netrixglobal.com