Description

Job Purpose:

Are you up to the challenge? At ePlus, we engineer transformative technology solutions for the most visionary companies in the world. This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions. Our partnerships with leading edge technology manufacturers-many of which look to us for their own technology infrastructure needs-keep us immersed across the broad spectrum of the IT ecosystem.

From strategy to fulfillment to managed services, our engineering centric solutions enable our clients to realize what it means for technology to do more.

Job Responsibilities:

* Maintain and managed incoming tickets within ServiceNow

* Assist with monitoring and managing escalations to ePlus suppliers, in cases of outage or enhancement.

* Document, update, and manage common problems, either alone or as part of a team.

* Provide basic project management support functions for client end systems, including troubleshooting, diagnosis, and resolution. Follow through until problems are resolved.

* Escalate unresolved issues to internal ePlus consulting staff within pre-determined timeframes, based on contractual obligations, on a client-by-client basis.

* Data entry within problem management database and help desk systems.

*Perform network/systems support in a Managed Services Center.

* Troubleshoot, isolate and diagnose common problems network/systems problems, either alone or as part of a team.

* Resolve and manage problems immediately.

* Work in a team environment with the ability to function with independent discretion.

* Provide systems support functions for client end systems, which includes design, development, troubleshooting, diagnosis, and problem resolution. Follow- through until problems are resolved.

* Maintain current, high-level technical skills in your network field of expertise. Keep abreast of developments in computing technology and solutions to common problems.

* Manage projects, as assigned.

Job Knowledge/Skills:

Candidate is typically able to work effectively with clients over the phone, take direction from the operations staff to assist in problem remediation.

• Ability to perform basic protocol analysis using a LAN analyzer


• Understanding of WAN, LAN, interfaces, protocols and topology


• Knowledge of WAN and LAN Concepts


• Understanding of switching concepts-VLAN, ATM


• Experience/training on one or more of the following:




• Cisco, Nortel, 3Com, Microsoft NT, Novel NetWare, VMware




• Understanding of the two or more of the following routing protocols:




• IP, IPX, EIRGP, OSPF, RIP

* CCNA Certification Desired

* Experience/training on one or more of the following: customer relations, project planning, database understanding, and helpdesk ticketing systems

* Ability to develop documentation and assist with process definitions

* Strong skills in problem solving, problem logging, documentation, escalation and follow-up

* Strong oral and written communications skills; strong organization skills

* Takes direction and interacts well with leaders

* Adept with excel

* Excellent phone manner is a plus

Education/Experience:

* High school diploma required

* 2 or more years of work in field with customers

* CCNA upon hire or within 1 year of employment

* 1 year or more using Excel and Microsoft Office, and Cisco Products

Physical Requirements of Position:

Ability of finger dexterity to be used primarily to make small movements such as typing, picking up small objects or pinching fingers together. Movements frequently and regularly required using the wrists, hands and / or fingers. Speech ability must be at a level where one must convey detailed or important instructions or ideas accurately, loudly or quickly. Hearing ability must be at a level to hear average or normal conversations and receive ordinary information. Visual ability must be average with ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery. Physical strength for sedentary work with sitting most of the time. May have to exert or lift up to 10 - 20 pounds of force occasionally.

Corporate Responsibilities:

* Internal Control responsibilities vary by role and are subject to change. Please discuss your individual internal control responsibilities with your immediate supervisor on a regular basis.

* Handle confidential matters and information professionally

* Conduct business in a professional, competent and ethical manner

* Adhere to corporate policies and procedures