Senior Network Technician

Senior Network Technician

We are recruiting for a Senior Network Technician to be the first point of contact for the business partners of ETP. The Technician answers incoming calls, processes emails and web tickets and tracks all information in the ITSM tool . This includes
software, hardware, network, telecommunication systems and basic desktop support matters. In the role, our technicians are responsible for determining the issue, escalating as required, working through a remedy, and
then resolving the problem (either personally or through the broader ETP team). Individuals in this position may also install software, updates and upgrades on the computers, workstations and network. Technicians have direct access to our business and third-party community and are expected to treat these relationships
with quality, care, and empathy that is consistent with the ETP and company values.

Responsibilities

• Participate in on call rotation
• Provide accurate and timely updates to work tickets, incidents, and outages
• Develop a command of ITIL service management practices
• Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality, data, reporting, administration, etc.)
• Receive, ticket, and route end user support issues
• Complete issue resolution
• Document all support outcomes, including resolution and notes
• Participate in updating service policies and procedures (where needed)
• Assist with commercial and custom system testing and debugging (new releases, features, etc.)
• Communicate status of issues to users (verbally or digitally)
• Learn and develop expertise in in-scope applications
• Provide the support to resolve incidents
• Maintain awareness of company system environment to ensure the highest level of service and support to the organization
• Support and maintain knowledgebase with current standards and resolution procedures

Requirements

• Bachelor’s or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).
• 3+ years of experience as a Network Technician
• 2+ years experience in customer support role or environment
• Strong communications skills (written and verbal)
• Demonstrated patience and empathy for user community
• Excellent verbal / written communication skills, strong attention to detail
• Ability to analyze and solve problems, think outside of the box and grasp technical concepts
• Ability to combine information or data to find relationships among seemingly unrelated events
• Ability to work within a team environment as well as independently
• Experience leading a small team
• Working knowledge of service management – programs, procedures, and processes
• Experience mentoring and developing technicians
• Experience interacting with the Business & IT community

Preferred

• Possess entry level industry certification(s)
• Familiarity with ITIL concepts
• Experience with ServiceNow or other support management software
• Experience with Telephony tool

#GRPA1

Job Types: Full-time, Contract

Pay: $40.00 – $50.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Monday to Friday
• On call

Experience:

• Network technician: 3 years (Preferred)

Work Location: One location