Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for a Network Tech/Engineer Support to join our team.

This role combines the tasks of both the Network Technician and Engineering Support roles. They will interface directly with internal and external clients including Management, Quality, Distribution and Client Experience. A strong focus will be put on implementation and continual process improvements.

This is an onsite role in Markham , ON and share an on-call schedule.

Responsibilities

• Administer all network equipment, hardware, and software upgrades. Action/resolve incidents escalated by Networking I support and/or customers as per documented guidelines.
• Ensures ISO 9001:2015 ISO Quality Standards are actively always followed.
• Cabling/Patching within Data Centre.
• Cisco Wireless troubleshooting a must, familiar with Wi-Fi Surveys.
• Remote testing/triage to validate alert/event/incidents.
• Contacting customer helpdesk and/or end user and guiding through advanced triage/troubleshooting to isolate network issue to hardware/cabling/transport.
• Troubleshooting and resolving higher level network issues, not localized to single sites.
• Serve as the technical point of contact for the customer, and for the L1 team. Escalating with vendors/customers and troubleshooting issues with their specialists to work through critical/escalated/chronic/aging issues to resolution.
• Performing triage/troubleshooting with field engineers during site visits and vendor meets to identify/resolve advanced device hardware, configuration and/or software/IOS/Nexus issues.
• Cisco ACI an asset.
• Conduct and provide RCAs to customers for major incidents, critical escalations & chronic/repetitive issues.
• Escalate issues for Level 3 support as per documented guidelines.
• Provide testing, implementation & validation support for change management.
• Provide analytical support for problem management activities being performed by Level 3 support.
• Providing support for tools audit and QA activities being performed by Team Leads & Management.
• Contributing to documentation and knowledge articles.
• Participate in technical panel for hiring of Level 2/3 associates.
• Participate in technical aspects of service transitions.
• Monitor network performance and troubleshoot problem areas as needed.
• Allocate time and tasks in the Time Reporting System.
• Other duties as assigned.

Skills & Qualifications

• Good problem solver/analytical thinker.
• Strong communication skills.
• Able to work well independently and in a team environment.
• Understands the critical importance of change control and a commitment to quality.
• Able to meet deadlines in a fast-paced environment.
• Should be flexible with regards to work hours/projects.
• ComppTia A+ or Network+ Certification.
• Experience or certification in current network hardware and software.
• Proficient with common Windows productivity applications including Outlook, Excel, Work and PowerPoint.