5 days old

IT Operations Technician III

Wake Forest, NC 27587
  • Job Code
  • Payrate
    $29 To $32

Randstad Technologies is seeking an IT Operations Technician!

- 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.

- Special projects and other duties as assigned.

- Ability to work any shift in a 24x7 environment.

Job Requirements:

- 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 Vendor-Specific product training as required.

Preferred Qualifications:

- 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


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IT Operations Technician III

Randstad Technologies
Wake Forest, NC 27587

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Randstad Technologies
Wake Forest, NC

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