About This Role
This network technician role involves maintaining and supporting the ECRS network infrastructure, with a focus on customer-facing issues. The technician will monitor and respond to infrastructure problems affecting the ECRS product suite, serving as a subject matter resource for WatchGuard products and related networking technologies. The position also involves network discovery, configuration, implementation support, and escalation management.
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 to other 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
Requirements
- 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
- Basic root cause analysis and troubleshooting skills
- Authorized to work in the United States
Nice to have:
- Network+
- CCNA
- AWS Certifications
- Azure Certifications
- VMWare Certifications
About the Company
ECRS is a technology company that provides retail automation solutions. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers a high-tech career in a resort college town setting. ECRS employees work together in dynamic teams to create, sell, install, and support their products.
