IT Support Technician
- Cynet Systems
93 Days Ago
NA
NA
Fremont-MI
7-10 Years
Required Skills: Avaya equipment hardware, Network troubleshooting
Job Description
- Install, physically move, maintain and troubleshoot various computer equipment, including Desktop PCs, laptops, Integrated Wireless WAN laptops, tablets, mobile devices, printers, and scanners, monitors, IOS devices, etc.
- Install and troubleshoot various types of software.
- Perform basic hardware repairs as needed.
- Provide input for problem resolution other Information Technology employees. Instruct customers in the use of computer equipment; answer questions and assist in resolving incidents and problems related to hardware and software applications.
- Participate in non-prime 24x7 on-call rotation in response to field support incidents.
Telecom troubleshooting and support :
- Avaya equipment hardware such as removing/replacing phone components, headset issues and verification of network wiring.
- Configure and support Avaya equipment software. Troubleshoot and resolve issues regarding local phone services including vendor provided T1 and analog service interruptions and vendor management.
- Maintain equipment and wiring in telecom closets.
- Configure and support Vocera and wireless phone systems. Perform moves, adds and changes at system-wide locations including installation of analog, digital and IP phones and headsets.
- Network troubleshooting and support: Install preconfigured network gear such as switches, firewalls and terminal servers, asset tagging of UPS and ATS equipment.
- If needed, assist with on-site after-hour power outage coverage.
- Replace and/or install failed network equipment
- Perform low level access function to switches and term servers.
- aintain cross connections and switch documentation in data closets.
- Assist in data closet best practices, troubleshoot or escalate issues.
- Participate in non-prime 24x7 on-call rotation.
- Customer Service: Attend project meetings, assist in virtual walk-throughs and communicate with regional team members and other IT groups as required. ○ Maintain ServiceNow (SN) ticket service level agreements (SLA) and document customer communications and work completed within SN tickets. Respond to ticket updates and escalation requests within 4 hours. ○ ○ Escalate issues and workload problems to senior team member.
- Documentation and Project Management :
- Participate in and sometimes lead, small projects. Create documentation pertaining to service requests and technical issues for use by end users and internal IT employees.
- Test and evaluate proposed changes by performing baseline tests for quality and ensure processes are implemented in a consistent manner.
- Adhere to the Change Management and the Service Management tool (ServiceNow).
