IT Support Technician (Oneonta)

IT Support Technician (Oneonta)

18 Jul 2024
New York, Oneonta 00000 Oneonta USA

IT Support Technician (Oneonta)

Vacancy expired!

Were Apogee. Nice to meet you. At our core, were a student services organization that happens to focus on IT. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of todays technology-savvy generation.

We work hard, celebrate success and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.

Field Service Representatives are a vital part of our client's service organization. You will provide hands-on maintenance and operational support for data, video, IP video, cable TV, IP phone network core, and distribution equipment. Youll do all this onsite interacting daily with our customers, which means youll need to have a professional attitude and appearance. Youll report directly to a regional supervisor.

Youll be a full-time worker, working at the SUNY-Delhi campus. To apply, go to https://apogee.bamboohr.com/jobs/view.php?id=375.

Heres your job:

Providing exceptional service to customers

Working with Apogee to address end-user and network escalations

Working with Apogee to coordinate client activities (e.g. move-in)

Responding to emergency outages promptly

Monitoring, investigating and retiring equipment alarms

Collaborating with local network partners to address escalated issues/situations (e.g. virus outbreaks)

Maintaining own schedule for onsite customer appointments within 24-48 hour SLA

Tracking and updating escalation tickets

Working with Apogee on customer install activities as needed

Seeing that Apogees policies and end-user agreement are upheld in your perspective region

Generating reports as required

Attending training events as required

Other documentation and administrative duties as requested

Youll love this job if this describes you:

Deeply ingrained self-motivation. Youre motivated to get work done. That means that you love efficiency and are driven to complete a project.

Technical aptitude. Pick up on technical things quickly, and you are good at learning new products and new technologies. This specifically includes: reading blueprints, installing and configuring networking equipment, testing methodologies, and Internet connectivity troubleshooting.

Service to others/customers. Listen to customers (internal and external), address their needs and concerns, and keep customers informed by providing status reports and progress updates. Deliver on service commitments, meet established or agreed upon deadlines, and maintain supportive relationships with customers.

Taking initiative. Respond quickly and appropriately to requests that come to you from internal and external customers. Assume youre wholly responsible for owning an issue to its conclusion (including solving the problem or escalating it in a timely manner).

Experience were looking for:

Experience with commercial grade networking equipment

Experience with fiber and copper-based, PON, DSLAMS, RF via coax, and QAM

Complete understanding of electrical, analog, digital, electronic, switch and routing concepts

Certifications such as Net+, CCENT, CCNA, CWTS

Experience with Cable TV headend equipment

Associates Degree in a technical field with 2+ years experience or Four-year degree in Technology field

2-3 years of help desk or technical support experience

2-3 years of customer support experience

Important considerations you should review:

Physical requirements. Youll use your hands to type, use power tools. Youll stand, walk, reach with arms and hands and due to the need to review client sites, may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch or crawl. Our equipment can be heavy, youll need to lift up to 75 lbs.

Scheduling. Youll be on-call for your region/campus 24/7/365, except during requested time off. Unless there is a maintenance emergency or a business need that requires weekend work. You will work weekends during move-in this varies from region to region, but typically in August-September, you will work weekends since this is our busiest time of the year.

Driving and Criminal Background. We take the safety of our team and our customers very seriously. You must have and maintain a valid drivers license. You must also pass a criminal background check to work on any of our customers properties.

EEO Statement:

Apogee provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Apogee complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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