Tier 1 Help Desk Technician

• Enjoy monitoring automated probes, trouble tickets, email, and phones for any indication of trouble on customer networks then taking steps to correct that trouble.
• Coordinate with onsite technicians, carrier service providers, and other department personnel within Cyberlocke to investigate and troubleshoot, and then guarantee everyone involved is fully updated on status.
• Ensure all tickets and jobs are handled quickly and accurately from start to finish., * Obsession with excellent client support!
• Thoroughly communicating and documenting all details regarding job status.
• Continuous monitoring for problems on customer networks.
• Entry level network troubleshooting and documentation.
• Coordinate with on-site technicians who perform all hands-on work.
• Escalate to Tier 2 Technicians who handle all advanced troubleshooting and configuration work.
• Support and follow instructions of Tier 2 Technicians working together as a tightly knit team.
• Look for ways the NOC can continuously improve.
• All other duties as assigned.

Help Desk, ServiceDesk, Network Operations Center, Wi-Fi, Telephony, Firewalls, Network Routers, On Site Support, Identify Issues, Modems, * High School diploma, associate’s degree preferred

• One year of IT or customer support experience
• Excellent communication and documentation skills.
• Basic working knowledge of basic networking technologies, terms, and tools such as but not limited to: OSI Model, Router, Switch, TCP/IP, Telnet, Broadband, WiFi, Ethernet, VOIP, and POTS.
• Ability to multitask and work quickly yet accurately.
• Works well as part of a team but also able to succeed completing individual tasks.
• Able to closely follow defined processes and understand when to escalate to Tier 2.

At Cyberlocke we design solutions for your most complex IT challenges. With a team of broadly skilled technical experts, we are able to architect environments, fix problems, and supplement your team to overcome any gaps that you may have in skills, technical expertise, or resources. We believe connectivity extends beyond a device. It is our passion to make the human connection. We really do strive to make the world a better place to work, learn, and live; one community at a time.