Network Support Technician II

• Gathers and analyzes information about an issue and determines the best way to resolve the problem.
• Provides support for Network Support Technician Level I personnel.
• Ability to classify problems into those needing elevated solutions (Level III, Network Administrator, SAP Team, etc.)
• Supports company purchased software and hardware packages to the level required by internal SLAs.
• Provides on-site support for issues where necessary, including on the manufacturing floor.
• Takes Help Desk calls and creates logs tickets for every issue or request.
• Responds to emails requesting support and creates logtickets for every issue or request.
• Reviews tickets daily, follows up on open tickets to ensure a timely response.
• Writes documentation/scripts with information in log tickets so that others can follow the procedure and solution in the future.
• Unlocks / Resets Network and Application passwords as requested.
• Assists in computer upgrades and new device setups.
• Performs software upgrades, including those for Windows and Office applications.
• Answers after-hours calls for production down issues, works off-hours to support the business when required.
• Performs all other duties as assigned.

Do you have experience in Windows?, * Understanding of the following network/computer concepts: TCP/IP, DNS, DHCP, VPN, Shared Network Resources

• Technical Certification in Network+ (CompTIA) or similar
• 1+ years of experience in a relevant role
• Ability to develop and maintain mature, positive, and cooperative relationships in the face of problems.
• Problem-solving skills, including identifying the root cause.
• Ability to use all methods of communication (face-to-face, email, phone, etc.).
• Ability to effectively manage and prioritize multiple issues.
• Interpersonal skills.
• Technical writing skills.
• Proficient in Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• All employees are responsible for reporting food safety and quality issues to those that can initiate action.