Primary Roles & Responsibilities: + Update customers and other stakeholders regularly on ongoing service requests + Escalate and manage tickets to assure timely resolution + Able to smoothly transfer information at the end of each shift with other support staff about any outstanding issues and tasks + Performs research to improve service levels + Ability to meet service level agreement requirements during the ticket life cycle + Physical installation of desktop systems + The patching cabling between network equipment and customer’s network when applicable + The installation, troubleshooting and de-installing network equipment - Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches and etc.) + Provide hardware break-fix services for network infrastructure + Support inventory management activities such as receiving inventory, tagging of assets, tracking spares, ordering inventory, updating inventory records, prepare and return damaged equipment + Analyze, detect, identify, and correct technical problems and deficiencies + Assist with staging of work for the next days shift (i.e. making patch cords, laying out cables, labeling, etc) + Utilizing a Service Desk ticketing system to document work, progress, and resolutions + Ensuring ticket work notes are continuously updated while being worked, and final resolution(s) provided within all completed tickets + Perform safety inspections of communication rooms and equipment on a reoccurring schedule + Apply problem solving skills and break down complex problems into solvable segments to triage problems as assigned + Low-voltage (Copper and Fiber) cable installation and testing tasks as needed Knowledge, Skills, Abilities + Requires reliable transportation and active driver’s license + Must be proficient in utilizing technical tools such as cable, and fiber testers + Requires experience in working in end user environments, server rooms and communications closets + Must have a good understanding of M.S. Windows, and M.S. Office Suite applications + Must be able to perform rack and stack activities with a knowledge of data communications networking + Must understand cable patching processes and procedures + Must be able to assist in troubleshooting issues and understand network terminology + Must be able to safely lift heavy objects + Must be able to crawl under desks and work in tight spaces + Must be willing to work shift work which could include nights and weekends Education / Experience Requirements + High School/GED (Required) + Associates Degree major in related field (Preferred) + Experience Specifics (Required 5 Years): Experience in data communications + Combinations of education and experience will be considered + CompTIA “A+” or “Net+” Certification (Preferred) + Basic knowledge of IP networking (Required) + Basic knowledge of Cisco switches and routers (Preferred) + Basic knowledge of local and wide area networking (Preferred) + An understanding of IP phone technology (Preferred) + Ticket and queue management within ServiceNow (Preferred)