Network Technician

JOB SUMMARY

The Network Technician is responsible for maintaining and supporting ECRS network infrastructure. The technician will monitor and execute response plans for customer-facing infrastructure issues affecting the ECRS product suite. The Network Technician serves as a subject matter resource for WatchGuard products and related networking technologies, providing both internal support and customer-facing consultation. This position also plays a key role in network discovery, configuration, implementation support, and escalation management, ensuring consistent delivery of high-quality network services aligned with established policies and procedures.

RESPONSIBILITIES

• Troubleshoot and resolve networking issues for ECRS staff and infrastructure.

• Support, configure, and troubleshoot all ECRS supported Watchguard offerings for customers including Firewalls, Access Points, VPNs, and other related WatchGuard services.

• Provide guidance toother departments with customer networking escalations.

• Perform network discovery and consultation for new and existing customers purchasing Watchguard equipment.

• Based on customer contracts, work with the customer post-sale to gather information about their existing network, build configuration files for the WatchGuard equipment being shipped out, and assist with the installation as needed.

• Collaborate with ECRS Core Support and customers on Cloud VPNC troubleshooting and VM maintenance for these systems.

• Make informed decisions regarding the configuration, stability, and security of ECRS and customer network infrastructure.

• Manage and execute assigned tickets in a timely manner, following established workflows and escalation procedures.

• Demonstrate professionalism, accountability, and strong customer service in all interactions.

• Contribute to the development and maintenance of technical documentation, knowledge base articles, and best practices.

QUALIFICATIONS

• Solid understanding of IP networking concepts and principles.

• Intermediate knowledge of network hardware, PC hardware, Windows, and Linux operating systems.

• Intermediate knowledge of routing and switching concepts.

• Excellent communication skills both verbal and written.

• Goal-driven personality and understanding of process management.

• Strong personal desire to produce high quality work in a high-paced environment.

• Strong work ethic, professional attitude, and team player.