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Level II Network Operations Center Engineer

Firm:

PCS


Category:

Technical


Created:

01-08-2019


Education:

High School Diploma


Branch:

IT Team


Experience:

Mid Career (2+ years of experience)


Work city:

Louisville, TN


Work start:

01-08-2019


Duration:

Permanent


PCS has been serving Knoxville and surrounding areas since 1996, providing an array of IT products and services such as networking, interactive technologies, security, and flat rate IT to businesses and schools across the state. At PCS we value our employees, and we are always looking for talented new people to join our team!

Position Summary:

This position requires communicating with clients and following appropriate processes and procedures in order to resolve the client’s technical issues. The person in this position helps the network operations center to achieve success and our clients to achieve satisfaction with our service. The person in this position will work with Project Managers, Account Executives, Inside Account Managers, and Senior Technical Project Engineers to deliver positive and profitable client experiences.

Key Results Areas

1 - Resolves technical issues for clients following appropriate policies and procedures

  • Provides phone support to clients
  • Monitors and mitigates alerts generated by Remote Management and Monitoring (RMM) tools and performs back up maintenance
  • Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup and enterprise email administration
  • Updates tickets through our current ticketing system according to established guidelines
  • Troubleshoots and quickly and completely resolves client issues over the phone and on site
  • Serves as an escalation point and mentor for Level I Engineers
  • Trains clients on system use

2 - Goes above and beyond in client service

  • Fast response time, professional demeanor, follows through on tasks, excellent communication, ensures client satisfaction

3 - Upholds the core values of PCS

Concern for Client, Engage, Little Things Matter, Always Growing Professionally, Give

Required Knowledge, skills and abilities

  • Must have a good understanding of TCP/IP and troubleshooting LAN/WAN connectivity
  • Must have a good working knowledge of wireless technologies
  • Must be able to diagnose/troubleshoot complex technical issues with laptops, desktops and printers
  • Must have strong knowledge of Microsoft server operating systems, workstation operating systems and desktops applications
  • Must have a working knowledge of security appliances, firewalls and switches
  • Must have and continually exhibit excellent client service and communication skills (written and oral)
  • Must have and continually exhibit excellent documentation and data entry skills
  • Must continually exhibit a willingness to learn and grow by pursuing opportunities to keep skills up-to-date
  • Must have and continually exhibit excellent teamwork skills
  • Must have remote management and troubleshooting skills

Required/Preferred qualifications

  • A minimum of 3 years of experience in technical support services - Associate’s degree or technical college degree preferred
  • Must have experience in server and network configuration and maintenance
  • Must pass a TBI background check
  • Required Certifications: CompTIA A+, CompTIA Network+
  • Preferred certifications: Server+, Microsoft Certified professional, Aruba and Extreme networking
  • Preferred experience in scripting/programming
  • Preferred experience with ConnectWise products

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits

  • Paid time off
  • Paid Holidays
  • 401K
  • Health, vision, and dental insurance
  • On site gym

PCS, Inc. is a TN Drug Free Workplace.

PCS, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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