Network Support Associate

Description

The Technical Support Associate 2 is responsible for supporting network system projects for hospitality clients, typically related, but not limited to, PMS, virtual servers, network switches, routers, desktop, and site systems. This role will interact with onsite technicians, client network resources, project managers, and engineering resources daily to drive successful completion of site events.

Specific Duties and Responsibilities:

Project Support Activities

• Support and give direction to onsite technicians remotely, to drive to a successful completion of assigned site scope.

• Execute network updates and commands in AIX/Linux/UNIX systems.

• Perform network equipment and server OS upgrades or modifications as directed in a variety of OEM software platforms.

• Level II Troubleshooting as required in various network OS and environments such as AIX/Linux/UNIX, VM ware, Microsoft/windows, Cisco, HPE, etc.

• VLAN updates to client network switches as required by project scope.

• Follow documented site steps for execution of work in correct, documented and chronological order.

• Perform testing remotely with site technician and client staff for site validation and sign off.

• Support multiple sites simultaneously, keeping status, progress and executed steps organized and updated by site.

• Perform Go/No Go tasks as documented in site scripts, processes and instructions, along with ensuring the onsite technician is following inline.

• Make meaningful suggestions for constant process and project success improvement. • Interface with Vendor Partners as it relates to technical issues and deliverable clarifications.

Positive Communication Activities

• Document all changes as required by the client and Change Management processes.

• Work directly with the client support or onsite staff for troubleshooting, site task execution and validation steps as required.

• Follow documented escalation plans based on event and project requirements.

• Coach onsite technician remotely through onsite command line work and configuration, when required, demonstrating a calm and patient demeanor.

• Communicate site status and condition accurately and as required.

• Document all required data for project in approved and client systems as documented by project or process.

Skills

unix, linux, command line, aix

Top Skills Details

unix,linux,command line,aix

Additional Skills & Qualifications

Qualifications and Experience Required:

• Network Design or Management Degree or equivalent related experience

• At least 5 years of significant experience working in command line environment, navigation, and common commands

• 3-5 years’ experience administering Linux/AIX/Unix system: Comfortable with command line navigation

• VI editor experience

• IP updates/ changes

•

• VMWARE remote deployment

• 3-5 years Secure CRT/ SSH experience: Secure CRT

• PuTTY

• WinSCP

• FileZilla

• HyperTerminal

• Working with and troubleshooting Serial hardware: DB25

• DB9

• Gender Menders

• Null Modem cables

• Crossover cabling

• Rollover cabling

•

• Significant experience utilizing timed tasks and Go/No Go plans

• Familiar with remote network builds and being able to give directions to and gather information from smart hands onsite

• Extreme attention to detail and documenting/tracking site progress

• Proficiency in the Microsoft Suite tools

• Ability to accurately track, troubleshoot and problem solve

• Enthusiastic with exceptional organizational skills

• Ability to manage one's own time effectively

• Commitment to process improvement and ability to offer solutions

Experience Level

Intermediate Level