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Technical/Network Services Engineer

  • Location: Frisco, Texas, 75034
  • Job Type:Permanent

Posted 8 days ago

Our client is seeking a Technical/Network Services Engineer in Frisco, Texas.

The Network Engineer is responsible for performing technical service work at the client site and remotely, identifying risk areas that the client needs to address, ensuring proper functioning of client computer systems, reporting work performed and findings to management and client point of contacts. The Network Engineer installs, troubleshoots, maintains and uses a variety of computer systems, software, peripheral devices, and network equipment. Significant interface with clients, third parties, and vendors is necessary for handling daily responsibilities. An attitude of responsibility for effective and efficient client service, respect for client, as well as company profitability is essential. Developing a keen understanding of Systems, Client environments, Service and Product Offerings, Vendor and Partner Programs and maintaining technical competency is essential to success.

JOB REQUIREMENTS:
  • Computer Science Degree and/or Technical Certifications 
  • 5+ years of experience in delivering technical support and solutions
  • Experience in customer service and consulting environment
  • Experience with installation, configuration, maintenance and management of the following:
    • Active Directory    
    • Remote Access
    • Windows Server    
    • Security
    • Exchange Server    
    • Software Distribution
    • Microsoft & Office 365    
    • Imaging
    • Internet technologies:  DNS, DHCP    
    • Asset Management
    • Data backup, data storage, protection and recovery strategies    
    • Experience with large volume storage
    • Virtual machine technologies including Hyper-V, VMWare    
    • Managed Network Devices (Routers, Switches, TCP/IP, etc.)
    • Cisco, SonicWall or other Firewalls    
    • QOS and VOIP configurations
  • Ability to provide technical support by identifying, troubleshooting, and resolving problems with desktop systems, network, internet and other computer technology
  • Ability to analyze and provide network recommendations to support a regional infrastructure
  • Proficient with office equipment (computers, printers, fax, scanner)
  • Proficient with Microsoft Office and standard user productivity tools
  • Ability to type 50+ WPM

GENERAL REQUIREMENTS:
  • Work business hours 8 am – 5 pm; After-Hours as required to meet client needs
  • Participate in On-Call (After-Hours) rotation
  • Schedule flexibility to accommodate client needs
  • Willingness work extended hours, nights and weekends
  • Must be detail oriented and accurate
  • Must have strong interpersonal and documentation skills
  • Ability to interface effectively with others to foster a cooperative, team-based approach to problem resolution and/or project-based work is required
  • Must have a keen sense of awareness for others needs and communication styles
  • Ability to have fun in a fast-paced environment
  • Strong ability to analyze data and make intelligent decisions
  • Ability to identify when senior/management level assistance is needed
  • Excellent communication skills, both written and verbal
  • Excellent organizational skills and ability to adapt easily
  • Ability to prioritize, multi-task, work around deadlines and adapt easily
  • Must be able to work effectively and contribute value with limited direction
  • Valid state-issued driver’s license and functional vehicle
  • Willingness to travel in and around the DFW area

GENERAL RESPONSIBILITIES:
  • Quality customer service is a top priority. Respect for the customers, employees and all other stakeholders, coupled with professional and ethical behavior at all times is a requirement
  • Proven experience showcasing accuracy, analytical abilities, ethics, and values
  • Ability to provide product and service information, and suggest products or solutions for sales 
  • Ability to successfully balance the needs of the customer and the needs of Reliable
  • Build relationships with customers to establish and maintain trust, credibility, and respect
  • Ability to remain professional, confident, courteous and patient at all times
  • Build relationships with coworkers, including members of other departments, to get results
  • Build relationships with customers as though Reliable were a member of the customer's internal technology team
  • Offer ideas for process improvement and maintain procedural documentation
  • Engage in excellent communication, documentation and record keeping
  • Regular desire to take on new challenges with the goal of expanding your individual knowledge, skills, and abilities
  • Engage in training and educating other team members to facilitate growth and learning for all team members
  • Actively seek out methods for expanding your knowledge and skills beyond company provided or company mandated learning initiatives
  • Actively seek out information on best practices and recommend new processes to improve efficiency

JOB RESPONSIBILITIES:
  • Interact in a professional and courteous manner with Clients by Phone and In Person
  • Promptly respond to client service requests and internal needs 
  • Evaluate and Prioritize Service Tickets with the help of service coordinator
  • Attend daily huddles
  • Complete service events and document resolution of Service Tickets
  • Coordinate service events with network service staff, keep service coordinator informed
  • Adhere to scheduled service events, keep calendar up to date & maintain communication with team 
  • Notify coordinator of emergency service visits if not immediately serviceable
  • Maintain client information in Service Portal 
  • Ensure Service Ticket reporting; ensure & verify completion of service events
  • Research, identify and configure equipment purchases for client and internal requirements
  • Report client service or equipment needs to service coordinator or manager
  • Complete timesheet record of work performed & expenses on a daily basis
  • Ensure client service requirements are understood and accomplished, get timely help if needed
  • Perform onsite and remote client service as assigned
  • Report to assignments on time at the scheduled time
  • Maintain accurate individual calendar, along with service coordinator scheduling
  • Communicate with service coordinator and/or manager for scheduling and service requirements
  • Ensure accurate and thorough documentation and reporting of Service Orders
  • Ensure accurate client documentation in Service Portal
  • Escalate complicated service matters immediately to senior engineer or service manager
  • Escalate client satisfaction concerns
  • Ensure an understanding of job objectives and billable vs. non-billable work, seek guidance from Service Coordinator or Manager as needed
  • Periodic Tasks
  • Attend weekly service meetings
  • Assist with physical inventory and location tracking for internal assets, equipment and software
  • Ensure responsible handling and organizing of service parts and equipment stock
  • Notify service coordinator of any parts or equipment delivered or used for client purposes
  • Correct or notify if documentation in client portal is inaccurate
  • Perform research and stay current with new products and technologies
  • Attain education and/or certifications as deemed appropriate for job requirements
  • Participate in training events and webinars for service and product technologies
  • Maintain knowledge of computer hardware, circuit boards, processors, chips and electronic equipment and necessary configuration requirements