Help Desk Support Technician

VERCOMPUCOM is in need of 2 Level 1 and 1 Level 2 NETWORK HELPDESK TECHNICIANS for a 10 month project refresh project (Vanguard to Cisco Routers). Onboarding will begin with a targeted start date of mid August.

Location is Dallas, TX, Corporate 0ffice. Hours - 3:00 AM CST through 3 PM CST, schedule will be staggered. Resources are required to be flexible with hours of support contingent upon client need.

The successful candidates will answer incoming phone calls from Field Services support. They will log the required data into Excel or SharePoint or other required tracking system.

Upon completion of the physical install, field services will call back to complete the process. Testing of the refreshed device will be required - this may include ping tests, SNMP walks and other designated testing to ensure the site is back up and operating normally. Updates to various tools including - Clarify, Voyence, and EMC Smarts are required. Training will be provided on these processes.

Techs must work closely with Program Management, Systems Integrators, and the Network Operations Center (NOC) to support new device installations and to bring new network devices under NOC management.

OVERVIEW

- Provides remote technical support to field technicians performing new network device installations.
- Identifies and corrects network connectivity issues.
- Works with provider to fault isolate network transport issues.
- Troubleshoots WAN/LAN connections and IP routing issues.
- Provisions network management tools to reflect new network devices and changes to existing networks.

REQUIREMENTS

- Must possess excellent customer service skills including the ability to communicate both verbally and in writing
- Ability to work independently as well as part of a team
- Must be flexible, dependable, have attention to detail and able to accurately type and multitask
- Must be familiar with Routers, proficient with basic Router commands (preferred),
- Knowledge of enterprise networking and ability troubleshoot and correct basic configuration problems