IT/Network Support Engineer

About the role

Network Craze supplies high-quality new and refurbished enterprise network equipment and IT infrastructure to large national and international companies. With offices in Vermont, New York, Florida, Maine, and beyond, the company serves customers across a broad array of industries and geographies. At the Operations facility in Williston, VT, a fun, professional, dynamic team handles production and service of all equipment sold. The Network Support Engineer is a critical part of the Service Team, acting as the first point of contact for customers needing support. Technicians understand customer issues, provide troubleshooting, facilitate hardware replacement, and maintain customer relationships. They also work directly with Engineers on complex IT projects and services. This role offers exposure to a diverse array of network equipment and a wide variety of enterprise environments. Most work, training, and normal tasks are performed on-site at the Operations facility, with some remote workdays as scheduled.

Job Purpose

Network Support Technicians are responsible for the third-party maintenance "ProCare" service, which delivers 24x7 technical and hardware support, as well as standard limited lifetime warranty services. This involves communicating by phone, email, and video both internally and directly with customers, investigating network problems, and coordinating fulfillment of contracts. The on-call service includes documentation, ticket management, customer communication, remote troubleshooting, and hardware replacement processes. The Network Support Technician also works with the sales team to provide technical information for customer solutions throughout the sales process.

Responsibilities

• Follow procedures accurately and consistently to produce consistent results
• Manage tickets diligently with thorough note-taking and follow-up
• Communicate professionally and concisely during customer-facing interactions
• Apply networking concepts and network equipment knowledge
• Maintain precise attention to detail
• Work well in a team environment
• Learn quickly when faced with new systems, equipment, and processes
• Remotely troubleshoot technical issues over Webex sessions with customers

Qualifications

• Cisco CCNA Certification (recommended)
• 2+ years experience working with computers, networking, and/or IT environments
• 1+ years experience troubleshooting/help desk experience
• Familiarity with Microsoft products (Windows, Office 365, etc.)
• Electronics, computer, or other types of technical repair work

Physical Requirements

Must be able to work both sitting and standing, lift 40 lbs, and handle repetitive tasks.

Benefits

• Retirement Plan with 3% match
• 15 days Paid Time Off
• 9 Paid Holidays
• Life Insurance (with optional short and long-term disability insurance)
• On-Call Bonus Program

Pay

Base pay between $60,000–$80,000 depending on experience.

Schedule

Monday–Friday, 8:00–17:00 EST. Be prepared for a background check.