Job description
BRP is seeking an experienced Tier 3 Network and Telecom Help Desk Technician to join our team. This position will provide advanced technical support for our networking and telecom systems to our customers. The successful candidate will be responsible for resolving complex network and telecom issues, providing guidance to Tier 1 and Tier 2 technicians, documenting key findings, and working with other IT teams to ensure the smooth operation of our network and telecom infrastructure.
Key Responsibilities:
Provide advanced technical support for networking and telecom systems, including troubleshooting and resolving complex issues, both on-site and remotely.
Provide guidance and mentorship to Tier 1 and Tier 2 technicians on complex network and telecom issues.
Collaborate with other IT teams to ensure the smooth operation of our network and telecom applications, including implementing new technologies, documenting KB articles, and managing network and telecom ticket queues.
Maintain documentation of network and telecom systems, including network diagrams, equipment inventories, and procedures.
Monitor network and telecom systems to proactively identify issues and resolve them before they cause disruptions.
Requirements:
- At least 2 years of experience in a Tier 3 network and/or telecom help desk position, with a focus on troubleshooting and resolving issues.
- Basic knowledge of networking protocols and technologies, including TCP/IP, DNS, DHCP, VLANs, routing, and switching.
- Strong understanding of telecom technologies around Call Queues and IVRs.
o Zoom and Nice InContact is a plus!
- Experience with network hardware including wireless access points, switches, and firewalls.
o AWS, Zscaler, Meraki is a plus!
- Knowledge of network and telecom security best practices and protocols.
- Excellent analytical and problem-solving skills.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and in a team environment.
- Availability to participate in on-call rotations.
If you have a passion for networking and telecom and are looking for an exciting opportunity to advance your career, we encourage you to apply for this Tier 3 Network and Telecom Help Desk Analyst position.
#LI-TD1
IMPORTANT NOTICE:
- This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodations to applicants and colleagues who need them for medical or religious reasons.
EEOC (STATEMENT):
- BRP is an equal employment opportunity firm and strives to comply with all laws prohibiting discrimination based on race, color, religion, age, sex (including sexual orientation and gender identity), national origin or ancestry, disability, military status, marital status, and any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the firm are prohibited from engaging in this conduct.
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