Network Support Specialist

JOB DUTIES
· Design, specify and develop project scopes for local and wide area network and equipment upgrades.
· Diagnose and troubleshoot network problems over the telephone to determine the source of the problem.
· Provide level 2 and 3 technical analysis to clients to include general troubleshooting, event logs, analysis, various system settings.
· Support implementation of project as needed.
· Assist other departments with technical assistance and information as needed.
· Provide remote support for end-users.
· Provide onsite support for end-users.
· Support switches, Wireless AP’s, Firewalls, and Voip infrastructure.
· Prioritize requests for technical assistance.
· Provide technical support for projects, including scoping, engineering, and management.
· Document processes and procedures as required to assist customers, and to assist team members, includes knowledgebase articles, asset management, SOPs.
· Participate in On Call rotation for network related support. The On Call rotation period is 7 days. The frequency of rotation is based on staff numbers.
· Other duties as the supervisor deems necessary.
· Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

PHYSICAL AND MENTAL REQUIREMENTS
· Must be able to think independently and as a team to solve computer and computer related problems.
· Must be able to self-manage and provide leadership to Jr. technicians.
· Must be accountable to department and individual metrics.

REQUIREMENTS
· Four (4) years of hands-on working experience supporting hardware, and software relating to switches, routers, AP’s, firewalls and VoIP phones.
· Experience working with third party vendors, contractors, and providers to assist customers with service outages.
· Experience working in a team-oriented, collaborative environment.
· Hands on network equipment support.
· CompTIA Core Certifications such as A+, Network+, or comparable work experience or equivalent other industry certifications
· Comfortable interacting with clients remotely and in person onsite

EDUCATION AND EXPERIENCE REQUIREMENTS
· Technical degree from an accredited college or university with course work in computer science a plus.
· Minimum four years experience offering network support in medium to large office environment.
· CCNA, or/and CCNP, or/and Network + or equivalent experience.
· Experience supporting MSP clients a plus.

KEY COMPETENCIES
· Must be able to work both independently and in a team environment.
· Duties require professional verbal and written communication skills.
· Strong interpersonal skills, excellent analytical skills and strong technical skills using a computer.
· Maintain positive attitude when working with clients and Dynamic Quest team members.

A PLUS TO HAVE
· Any industry specific or brand specific certifications or training.
· Firewall programing and troubleshooting experience.
· VoIP phone system support.