Job Description

Job Description

Summary

Knight Office Solutions (KOS) is an independent technology dealer representing some of the best names in imaging, workflow, and IT. KOS has been voted as a Top Place to Work in San Antonio for nine straight years. Our mission is to help our customers reach their goals by providing client-focused technology solutions supported by a culture of service excellence and a commitment to doing the right thing.

We're looking for a Network Support Specialist to join our team and provide exceptional technical assistance to our clients. You will be the network guru, troubleshooting connectivity problems, maintaining smooth operation of our systems, and implementing innovative solutions for our clients.

Your day-to-day will involve:

• Being a network troubleshooting ninja: You will identify and resolve network issues efficiently, ensuring our clients networks stay healthy and operational.
• Network maintenance pro: You will proactively maintain our network systems, preventing problems before they arise.
• Solution architect extraordinaire: You will analyze network needs and recommend improvements to keep our systems up-to-date and efficient.
• Tech support hero: You will be the first line of defense for network-related issues, providing level I/II technical support. You will diagnose, troubleshoot, and resolve issues while providing exceptional customer service.
• Network detective: You will be a master at testing, monitoring, and analyzing network activity to ensure optimal performance.
• Customer service champion: You will deliver legendary customer service, adhering to our high standards and adhering to our Service Level Agreement (SLA) goals.

Are you a technical whiz with a passion for helping others? We want to hear from you!

Our team is dedicated to providing reliable and efficient technology services, ensuring smooth operations for our clients and we are committed to delivering exceptional customer service and technical solutions to businesses of all sizes.

We invite you to apply today to contribute to our mission of delivering top-quality office technology solutions to our valued customers.

Responsibilities

• Troubleshoot and resolve hardware and software related network issues; maintain network systems health and infrastructure.
• Implement basic network solutions based on client and project requirements; this includes installation of basic network and data closet equipment such as switches, wireless access points, firewalls, UPS, batteries, rack mounting equipment, and more.
• Collaborate with the field services team to ensure network reliability; serve as a point of escalation for intermediate-level or out-of-scope support requests; support teams by providing remote, onsite, and on-call support. This includes supporting and resolving alert tickets as needed from monitoring systems within Continuum (RMM), Datto, and other platforms.
• Participates in service delivery of client on-boardings, projects, upgrades, and other special tasks as assigned during business and after hours under the direction of management.
• Receive, prioritize, and document customer support requests via chats, emails, phone calls, and in-person, ensuring problem detection, resolution, timely closure, and capturing support time.
• Stay updated with the latest network technologies and best practices.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Job Overview and Requirements

• Provide intermediate-level remote and onsite support for customer technical support requests while maintaining company culture and providing legendary customer service.
• Achieve Networking Department goals for Customer Satisfaction and on time completion for projects and SLAs as defined by Service Level Objectives.
• Follow operational policies, processes, and procedures as they pertain to the Department's and company vision.
• Create, update, and maintain the completeness and currency of knowledgebases, site maps, network diagrams, and other client required SOP documentation, as required by management.
• Degree in Computer Science, Information Technology, or related field.
• 2 or more years of proven experience in network support or similar role.
• Strong knowledge of network systems, protocols, infrastructure, and security
• Current Network + or CCNA (required).
• CCNP or CCIE are (preferred).

Why Work for Knight Office Solutions

• Competitive salary, with experience.
• Comprehensive health, dental, and vision insurance plans.
• Voted as a Top Place to Work in San Antonio for ten straight years.
• Schedule is Monday Friday, 8:00 am 5:00 pm.
• Opportunities for professional growth and development.
• Friendly and inclusive work environment that values teamwork and collaboration.

Join our dynamic team at KOS to make a significant impact on our customers' experiences through exceptional customer service. If you enjoy identifying solutions to resolve technical issues and are passionate about providing outstanding customer service, we would love to hear from you.

Apply today by submitting your resume, cover letter, and any relevant work examples demonstrating your expertise in technical support.

Knight Office Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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