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Network/Escalation Support Engineer – Greeley, CO

Apollo Staffing

This is a Contract position in Greeley, CO posted March 29, 2021.

Our partner is a locally owned and operated managed IT services provider (MSP) and IT consulting firm. We focus our service and support around the small to medium sized business space and serve customers throughout Colorado and Wyoming. As a best-in-class and award-winning MSP, we are seeking highly skilled, motivated, service-minded individuals who want to work in a team-based and fast-paced environment. The essence of our business is to serve our client base to enable them to achieve their business goals and initiatives…so everything we do is aimed and making our client’s businesses better. The Essence of the Role: The Tier 3 Network/Systems support role is responsible for resolving client-initiated support tickets within the metric goals established by the Executive Team. This role will address support tickets that are escalated from the Tier 1 and Tier 2 Network/Systems support roles, and handle onsite implementation tasks such as implementation of network switches, wireless access points, firewalls, and printers. This role will also manage client expectations, identify patterns and issues in our process and delivery, and will be measured by overall response times, resolution times, utilization, and customer satisfaction scores. The primary goal of this role is to ensure that our clients receive industry leading customer service and efficient & effective resolution of their technology needs and challenges. If you are naturally organized, efficient at prioritizing tasks, enjoy technical problem solving, and helping people, you are a great fit to join our team Job Functions: Configure, install, troubleshoot, and maintain routers, switches, workstations, printers, accessories and other peripherals Serve as a technical escalation point for the service team Develop and implement company and industry best practices and standards Install, configure, and maintain VMware, Cisco, and Microsoft premise and cloud-based environments Implement technology in client networks within defined scopes of work and time budgets Resolve escalated support tickets from the Remote Operations Center team Ensure client documentation is updated with change information following project implementation Job Requirements: Required Skills: Experience with VMware, Cisco, and Microsoft premise and cloud-based environments Working knowledge of WAN/LAN technologies. Strong technical skills with the ability to continue learning in an ever-changing environment Ability to work independently and as part of a team Ability to prioritize workload to ensure successful completion of projects Ability to effectively communicate with business leaders and professionals Experience in being a technical escalation point for a service team Experience with Troubleshooting, problem management & resolution Excellent communicator both oral and written Desire to constantly grow technical skillset Excellent follow-up and task management skills Valued Characteristics: Logical thinking and reasoning, attention to detail, creativity and innovation, team player, problem solving skills Preferred Education, Training and Experience Technical Certifications: VMware, Cisco, Microsoft, SonicWALL Security/best practice training and certification Team Lead experience