HC-Resource is looking for a Level 2 Network Technician to join a growing MSP focused on Cyber Security, Voice, and Data. We are based out of California, and this is a fully remote position. The ideal candidate will have exceptional customer service and team collaboration skills.
Responsibilities:
- Respond to incoming support requests via phone, email, and portal
- Create cases when appropriate
- Ensure case notes are clear, concise, and published
- Respond to carrier outages
- Contact the customer to make them aware of outages
- Direct customer to power cycle equipment as needed
- Report outages to the carrier
- Acquire Estimated Time to Resolve (ETR) and Reason for the Outage (RFO) and deliver to the customer
- Monitor the status of the outage case
- Escalate all cases and projects under the following circumstances:
- After 60 minutes are spent in one day
- After 120 minutes are spent in total
- Progress is not made after 30 minutes
- Customer is upset or requests escalation
- Act as point of escalation for Level 1 Technicians in the absence of Tech Lead and Operations Manager
- Draft and submit dispatch requests for approval
- Follow up on existing cases
- Assist dispatch technicians in completing jobs
- Reach out to vendor support as assigned
- Schedule and complete firmware updates as assigned
- Maintain a summary digital work journal detailing time spent for review
- Communicate effectively with the team and customers
- Complete project procedural items such as verifying phone number porting
- Participate in quality assurance procedures
- Configure hardware for projects as assigned
- Create or update documentation as assigned
- Approach Tech Lead and/or Operations Manager for projects when all other duties are complete
- Complete cybersecurity baseline assessment and obtain a certificate of completion for annual training
- Work on internal and external cases or projects as assigned
Requirements:
- Computer-network professional or educational: 2 years (Required)
- CCNA (Required)
- Participate in on-call rotation
- Work PST hours no matter your localtime zone
- CompTIA Network+ (Preferred)
- CCENT (Preferred)
- CompTIA Security+ (Preferred)
