Network Technician

About This Role

Network technicians and contractors are led and supervised by this role, which involves assigning tasks, monitoring progress, and providing technical guidance. The position requires a minimum of 6 years of experience in network infrastructure support and management, with at least 3 years leading field support teams.

Responsibilities

• Adhere to quality standards and regulatory requirements by implementing best practices in LAN/WAN management and support operations to ensure compliance with company policies
• Provide advanced support for complex incidents escalated by analysts, performing root cause analysis and implementing effective solutions to resolve intricate technical and security issues
• Engage in value-adding activities such as updating and managing the knowledge base, training new team members, and coaching analysts to enhance overall team performance
• Resolve complex service tickets within agreed SLAs by collaborating with cross-functional support teams, ensuring seamless operations and robust security posture
• Ensure a positive customer experience by achieving first call resolution, minimizing rejected resolutions and case reopenings, while proactively mitigating potential security threats
• Respond to ServiceNow incident tickets and perform troubleshooting
• Install and recover patching cables, power leads, and network equipment
• Identify and tag network circuits and demark locations
• Provide escort services for third-party vendors or subcontractors
• Adhere to risk management processes, including walkthroughs, work permits, change management, and safety training
• Comply with audit, security, and operational excellence standards
• Perform IMAC activities for end-user LAN and voice devices
• Monitor and respond to emergency conditions affecting operations (e.g., hurricanes, earthquakes)
• Support Business Continuity and Disaster Recovery Plans
• Provide smart hands support for telecom infrastructure: Fiber optic and copper cabling, WiFi, BLE, microwave, and radio systems, VSAT and cellular-based systems (4G LTE, 5G, NB-IIoT, LTE-M), Low-power WAN systems (LoRaWAN) and other IIoT/OT systems, Solar panel/battery power systems, IP Telephony and specialty telecom systems (CCTV, PAGA, Intercom, Fire/Intruder Alarm)
• Collaborate with internal teams and external providers: Design and Engineering Teams, Global IT Service Desk, IT Operations Center (ITOC), Telcos and managed service providers
• Support IT/Telecom requirements for Business Units, Major Capital Projects (MCPs), and Mergers/Acquisitions
• Participate in Root Cause Analysis post-incidents
• Lead and supervise a team of network technicians and contractors
• Assign tasks, monitor progress, and provide technical guidance