5 days old
2018-05-152018-06-12

IT Operations Technician III

Wake Forest, NC 27587
  • Job Code
    621147
  • 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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