PurposeProvide fast and useful technical assistance on computer systems and assist in the implementation and upkeep of services pertaining to internet and wireless networks.

Essential Duties

• Installing and configuring computer hardware, software, systems, networks, printers, and scanners.

• Monitoring and maintaining computer systems and networks.

• Troubleshoot issues on customer-facing equipment and services.

• Provide in-person technical assistance to customers.

• Support the customer service team with calls and trouble tickets online.

• Become proficient with and troubleshoot issues pertaining to OSI Layers 1 & 2 in technologies such as LAN, WAN, Wi-Fi, VoIP, Microwave, and GSM.

• Proper handling of customer (Personally Identifiable Information) PII

General Description

Trainee must work with a diverse staff to troubleshoot and resolve IT Help Desk issues and OSI Layers 1 & 2 issues on-site with minimal assistance from advanced technical staff. This work will take place in expeditionary areas across the Middle East, Europe, Asia, and the USA. 

Trainee must make the best effort to become proficient in the following, within 6 months of employment:

• Troubleshoot Windows/OS X/Linux-related issues with driver, antivirus, network adapters, etc.

• Data network systems: IP, TCP/UDP, etc.

• LAN/WANs, routing, and switching, including static and dynamic routing protocols, VLANs, and STP. 

• Wi-Fi technology, VoIP & CISCO & Meraki equipment.

• Transport methods and equipment used (fiber, microwave, leaky coax)

Minimum Requirements •Proficient in spoken and written English •Willing to travel to Qatar, Afghanistan and/or other Asia and Middle east operations - no special dietary needs or aversion to shift work, etc. •Exhibits technical acuity. CCNA Desired. •Able to work without supervision or with minimal supervision. •Supports and enjoys multinational and diverse work environment Required Technical Skills: •Trainee will be involved in the following technical duties and be expected to make the necessary effort to be competent within 6 months: •Interacting with various billing/support/doentation systems searching/validating/updating data and records •Using standard business applications such as MS Teams, Word, Excel, and Outlook •Using technology specific applications for doentation and diagraming such as LucidChart, Visio, Device42, etc. •Providing customers with support via email and phone •Collaborating with team members including remote staff electronically •Internally developed and industry standard customer support and service desk practices including ITIL •Able to communicate effectively, customer friendly/welcoming, and able understand customer requirements and issues verbally or in writing. •Familiar with company SOPs and policies •Basic/entry-level understanding of directly involved technology including the following:Data network systems, including IP, TCP/UDP, etc.LAN/WANs, routing and switching, including static and dynamic routing protocols, VLANs and STP.SNMP and SNMP manager (Nagios, LogicMonitor, Solarwinds, etc.)Wi-Fi technology, VoIP & CISCO & Meraki equipmentTransport methods and equipment used (fiber, microwave, leaky coax)Troubleshooting and analytical skillsDeveloping written procedures: technical on-boarding customers, support calls and basic database management.Specialized in deployment, troubleshoot and management of wireless environment.

Network Field Technician Trainee