Network Help Desk Support Technician

COMPUCOM IS IN NEED OF A LEVEL 2 NETWORK HELPDESK TECHNICIAN FOR A 13 MONTH PROJECT REFRESH PROJECT (CISCO 28XX TO 29XX ROUTERS) COMMENCING MARCH 25, 2013.

MUST BE FLEXIBLE WITH HOURS BETWEEN 3AM TO 3PM, M-F

OVERVIEW OF DUTIES:

- The successful candidate will oversee, participate in and effectively act as team lead for this project.
- Tech will answer incoming phone calls from Field Services support. S/He will log the required data into Excel or SharePoint or any other required tracking system.
- Coordination of Service with Customer's NOC - notify the customer by IM or other designated means the Field Services Technician has arrived on site, name of tech, start time, etc. and record all pertinent information required for this project.
- 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.
- Tech 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.
- TECH WILL ACT AS FIRST POINT OF ESCALATION AND TECHNICAL LEAD.

REQUIREMENTS:

- In-depth knowledge of data communications and demonstrated grasp of LAN/WAN networking technologies (ie T1, Frame Relay, DSL, VPN, Routers, TCP/IP and routing protocols, SNMP)
- 1 to 2 years previous experience in network operations or call center environment preferred
- Minimum of one relevant certification (ie CCNA, CCNP), and/or equivalent technical education or experience required
- Excellent customer service skills required
- Effective oral and written communication skills
- Must be able to work in a fast-paced team environment and perform multi-tasking
- Qualified candidates 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
- Candidates must be flexible, dependable, have attention to detail, and must be able to accurately type and multitask