Knight Office Solutions Inc Hiring for Jr. Network Engineer Job at San Antonio, TX Full Time

Description:

Knight Office Solutions is a growing technology company located in North Central San Antonio.

We are seeking a Jr. Network Engineer to join our Managed Service engineer team.

The Jr. Network Engineer provides level I/II triage, network troubleshooting, and resolution of incoming technical support requests, including testing, monitoring, and analysis of network facilities while providing legendary customer service and adhering to Customer Service and Service Level Agreement (SLA) goals.

Our mission is to help our customers reach their business goals by providing client focused technology solutions supported by a culture of service excellence and a commitment to doing the right thing. Employees are essential to our success and we strive to promote a balance in life that includes faith, family, health and work. Knight Office Solutions’ values include giving back to our community and enjoying what we do. Candidates that can contribute to our mission and share our values are urged to apply.

Full time: Monday – Friday 8 am-5 pm

Ideal candidates should:

• Have a valid Texas Driver’s LIcense
• Be customer focused
• Possess a high level of standards and business ethics
• Work well with peers
• Manage confidential information
• Have excellent verbal and listening skills

We offer:

• A competitive hourly wage
• Excellent benefit package
• A corporate culture focused on honesty, integrity, and ethics

Learn more about Knight Office Solutions at www.knightoffice.com.

Learn more about “Who We Are”.

Summary

The Jr. Network Engineer provides level I/II triage, network troubleshooting, and resolution of incoming technical support requests, including testing, monitoring, and analysis of network facilities while providing legendary customer service and adhering to Customer Service, and Service Level Agreement (SLA) goals by performing the following duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Receive, prioritize, and document customer support requests via chats, emails, phone calls, and in-person, ensuring, problem detection, resolution and timely closure and serve as a point of escalation for complex or out-of-scope Incidents and Service Requests from appropriate service and support groups as necessary.
• Provide remote, onsite and on-call support/troubleshooting and resolution to auto-generated monitoring notifications, client Incident and Service request tickets escalated from the service desk during business hours and/or on call availability as needed via Connectwise, Continuum, and Datto.
• Monitor queues and support the Service Desk as needed for the monitoring of alerts within Continuum (RMM) and Datto and other portals, providing remote/onsite client support and supporting escalations in alignment with defined service level’s/guidelines, while documenting resolutions within Autotask (ticketing system) ensuring overall customer satisfaction is achieved.
• Configure and install all basic network equipment, including switches, wireless access points, and firewalls (UPS, batteries, rack mounting equipment, etc.)
• Be knowledgeable of and apply basic principles of security to minimize and mitigate security events that could compromise client data integrity.
• Act a point of escalation for complex or out-of-scope Incidents and Service Requests from appropriate service and support groups as necessary.
• Provide Level I/II engagement in service delivery support of client on-boarding’s, projects, upgrades, and other special tasks as assigned during business and after hours under the direction of the Network Engineering Manager.

Primary Objectives:

• Achieve Networking Department goals for Customer Satisfaction, Ticket response, and on-time completion for projects and SLAs as defined by customer contract Service Level Objectives
• Maintain regular communication with MS Staff and customers throughout the support request process
• Follow operational policies, processes, and procedures as they pertain to the Field Services and company vision.
• Be mindful of opportunities to improve service delivery and resolutions; capture hardware replacement; provide feedback and recommendations to supervisors for improvements
• Create, update and maintain the completeness and currency of technical staff knowledgebases, client configurations, and other required SOP documentation as required by management.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Requirements:

To perform this job successfully, an individual must possess a broad understanding of networking principles and concepts to be able to perform each essential duties satisfactorily. This includes but is not limited to IP addressing, VLAN, switching, routing, firewall configuration and rules, wireless networking, VPN, WAN, LAN, etc.

Able to lift 50lbs, work at tight spaces, heights, and overhead situations, stand for extended periods, and be available outside of normal business hours to support emergent/maintenance situations or to accommodate client schedules.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Licenses/Certifications:

Current CCNA or COMPTIA Security/Network Certification required; CCNP/MCSE Preferred

Core Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Integrity & Trust, Ethics & Values – Decisions and actions consistently reflect KOS core values; practices honesty / fairness in all decisions; adheres to highest standards of business ethics.
• Customer Focus – Provides excellent customer service; perpetuates the theme that customer satisfaction is everyone’s responsibility.
• Team Player, Peer Relationships – Cooperates willingly with others to achieve results; takes ownership and responsibility for own role and performs assigned work; can quickly find common ground and solve problems for the good of all with a minimum of noise.

Should this position be of interest, please respond with a current resume. A cover letter is optional, but recommended.

The statements above describe the general nature of the work performed by a Jr. Network Engineer and are not a complete list of all responsibilities, duties, and skills required. The Jr. Network Engineer may perform other duties as assigned. We are an equal employment opportunity employer.

We are an equal opportunity employer and make employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age, or disability.

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