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IT Operations Technician III

Wake Forest, NC | IT
Job ID: 78963
Listed on 3/12/2018

KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.

Job Summary: IT Operations Technician

Duties:

  • Act as technical leader for the network operations center team and as a SME (Subject Matter Expert) on network and customer related issues 
  • Track major service outages and other service affecting activities.
  • Advise inter-department groups of occurrences and ensure progress towards resolution.
  • Perform case management function on outages as required. 
  • Handle internal/external customer escalations via phone, tickets or email and escalate further any customer-related issues to the appropriate group or manager as necessary. 
  • Assist with monitoring, overflow phone queue calls, and creating and handling repair tickets or service orders for customers as needed. 
  • Develop, maintain, and assist with providing initial training for new employees. 
  • Provide technical information or direction for less experienced employees as assigned. 
  • Analyze current network support processes and update as needed and/or refer priority issues to management. 

Desired Skills/ Experience:

  • Associate’s degree in Information Technology, Communications Networking and/or Electronics or related field or the equivalent in training and experience. 
  • Minimum 6 years of experience in Network Equipment Maintenance or Support, or the equivalent in training, experience and education. 
  • Minimum of 3 years of experience required in specific network equipment maintenance. 
  • Excellent verbal and written communications skills required. 
  • Willingness to attend training as required. 
  • Bachelor's Degree in Information Technology, Communications Networking or related field. 
  • Strong customer service orientation. 
  • Experience with Cisco, ADTRAN, Meraki, or Juniper devices. 
  • Vendor certifications (Cisco CCNA, CCNP, Meraki, Juniper, etc.) 
  • Experience in Data Troubleshooting as a SME (Subject Matter Expert). 
  • Advanced knowledge of SolarWinds. 
  • Experience with use of Microsoft Office Excel & Word. 
  • ITIL 2011 certification