Expedient is a provider of cloud and data center infrastructure as a service (IaaS) solutions. Our technical solutions enable Expedient clients to focus on their own business innovation, while our team handles the information technology needed to support it.
We are a Top Workplace winner for the past four consecutive years, ranked among the Top 10 Managed Service Providers, and we are one of a select few vendors positioned in the Gartner Magic Quadrant for Disaster Recovery as a Service.
We have an immediate need for a Tier 2 Network Technician to join the Operations Support Center in our Pittsburgh market. The successful candidate will have a strong technical acumen and a deep knowledge of networking fundamentals and network infrastructure including Juniper and Cisco products and services. This position will focus on supporting and administering networks across several data centers in either a shared or dedicated customer configuration.
This position works a standard shift of Monday through Friday from 8 a.m. to 5 p.m., but there will be occasions when additional coverage may be needed.
Sponsorship is not provided. Recruiting/staffing firms are not utilized. Job seekers should apply directly.
Prioritize and resolve escalated tier 2-level customer needs related to networking technologies including routers, switches, firewalls, VPNs, load balancers, etc. by phone, email or in person for service-related assistance applying to a variety of technologies
Support tier 1 staff by answering their questions and assisting them with troubleshooting a problem
Support customer solutions across all Expedient data centers as assigned by the management team
Apply standard operating procedures (SOPs) for client need resolutions and update trouble ticketing system to log all requests and activities, including documentation of special requests and customizations
Monitor the operational support systems to proactively identify service-impacting events relating to IT, network and facility conditions
Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
Participate in an on-call rotation, approximately 1 week per month (comp differential is available)
Adhere to change-management procedures to provide accountability and ensure minimal production downtime
Escalate problems to external vendors when necessary to resolve the escalated issue
Create documentation and write up standard operating procedures for both internal and customer use when a better practice is discovered and applied
At least an associate degree in a technical discipline or equivalent work experience and industry technical certifications (CCNA, CCENT, JNCIA, JNCP, JNTCP, CCIE, etc.)
Previous experience working with customers to deliver support for networking technologies
Ability to be patient and calm to prioritize and be productive in high-pressure situations, providing timely status updates to customers, peers and/or project management
Strong troubleshooting skills, including the ability to quickly identify and resolve problems in "down" situations
Strong analytical and independent problem-solving skills
Demonstrable level of competency with the following concepts:
Patience and the ability to consistently maintain a professional demeanor as well as effectively explain complex concepts to others
Strong problem-solving skills
Strong organization and documentation skills; all work documentation is captured in job ticket details and standard operating procedures (SOPs) for use by other members of the team
Superior verbal and written communications skills as this role will be corresponding with all levels within the organization
Ability to lift objects weighing up to 40 pounds; remain in a seated position and use phone, ticketing system
BENEFITS TO WORKING FOR EXPEDIENT We place a high value on learning and staying agile in the technology arena.We make education and training available to our employees through a robust, employee-driven training and tuition reimbursement program. Additional benefits include 3 weeks of paid time off, top-tier, affordable medical, dental, vision insurance, 401(k) with a generous match and a paid day off to celebrate your birthday each year. Expedient is committed to providing its employees with an environment that promotes collaboration with both team and individual success.
To apply please submit your resume and a cover letter explaining your interest.
If this isn't the job for you perhaps you have a friend who would be a perfect fit! Please share the following link so they can view/apply for this or any of our other current job opportunities: expedient.com/careers.
Expedient is an equal opportunity employer, providing a safe, drug-free work environment. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status, disability, or any other characteristic protected by law.
Expedient is a cloud and data center infrastructure as a service (IaaS) provider with local operations in Baltimore, MD; Boston, MA; Cleveland, OH; Columbus, OH; Indianapolis, IN; Memphis, TN and Pittsburgh, PA. Converged solutions enable Expedient clients to focus on strategic business innovation, while a talented team of experts handles operating the information technology needed to support it. Learn more about us at expedient.com/careers.