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Network Technical Support Rep

Mahwah, NJ
Growing Medical Device company in Mahwah NJ who has a hybrid work schedule which of consists of 2 teams.  

1.  First week, 5 days onsite
2.  2nd week, 5 days remote 
3.  3rd week, both teams, 5 days onsite 
4.  Repeat #1-3 

The Network Technical Support Specialist is responsible for providing technical assistance to customers including Service and IT departments with regards to Networked Solutions. The Network Technical Support Specialist is expected to function with minimal supervision and to utilize their experience in making decision and providing direction to less experienced Technical Support Specialists.

Essential Functions: • Provide telephone support to customers and service. • Create and review technical documents as required. • Perform troubleshooting of system failures and identify root causes of failures. • Inspect LAN infrastructure and fix minor or major problems/bugs on remote systems. • Set up, configure, and test network equipment in lab environment.

Evaluate customer network design and performance • Troubleshoot and investigate field problems – formulate and/or assist other departments in corrective action. • Represent the Service Division on Project Teams for new and existing products and complete tasks assigned.

• Provide on-site assistance to service force and customers as required in support of products. • Document all activities and provide timely reports, as required, to management. • Provide training seminars to client's personnel and customers as required. Decision-Making Authority: • Review Change Requests (CRs) and Technical Bulletins • Dispatch Service Reps to customer accounts as required

Position Specifications:
1. Knowledge/Educational Requirements • BS/BA Degree in Computer Science, Computer Engineering or equivalent • CompTia Net+ • CCENT/CCNA qualifications not required but strongly desired • 2 years’ experience as a Network Support Engineer

2. Skills and Abilities • Excellent organizational and communication skills for interfacing with customers and colleagues • Able to coordinate and manage multiple priorities • Solid working knowledge of Networking Technology • Solid working knowledge of computer-based technology and PC applications • Customer oriented with experience and knowledge of Service • Occasional travel is required to support customers and field personnel

3. Physical Demands/Work Environment • Standard office environment • Capable of working under tight deadlines and fast pace • Travel within the continental United States up to 2 weeks per quarter as required

4. Security Authorization: Access to and responsible for the proper safeguarding of a broad range of proprietary and/or confidential information including, but not limited to, business information, protected health information, employee records, payment information, and network information, in accordance with all relevant policies.

Working Relationships: 1. Internal Contacts • All levels of Service, Sales, Clinical, Marketing, Manufacturing, Engineering and Quality personnel

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