Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
- Install and maintain data center hardware, software installation and upgrades on LAN/WAN including but not limited to switches, routers, firewalls, DHCP and IP Addressing
- Monitor, troubleshoot, and maintain MiTek’s Networks including Circuits, Virtual Private Networks, Firewalls, Routers, Switches, Wireless Access Points, Identity Services Engine and Application Centric Infrastructure.
- Develop, deploy, and test network disaster recovery plans
- Provide superb technical system and user support by responding to calls, email, and other requests for technical support
- Develop and document Best Practices on related technical matters including network diagrams and documentation
- Increase First Contact Resolution Rate and increase Knowledgebase utilization
- Develop processes for escalation to Tier 2 and Tier 3 support teams
- Act as an escalation point for critical incidents or if difficult or controversial calls are received
- Ensure service levels are achieved in line with customer expectation and published SLA’s
- Review performance reports and make service improvement recommendations
- Ability to identify and organize tickets as well as monitor and respond quickly and effectively
