Benchmark IT Published: January 30, 2018

Network Technician

Job ID:




Network Technician

Job Description:

The Network Technician is responsible for providing daily technical assistance to clients in a professional and friendly manner and supporting the client computer network. In addition, the Network Technician is also involved in the support of network and server based systems.

Basic Functions


  • Provide friendly, professional customer service to clients

  • Quickly troubleshoot and resolve technical issues in a ticket queue

  • Support for client computer networks including business related technologies including Windows operating systems, Office 365, Remote Access usage, VOIP, mobile devices, etc.

  • Perform routine maintenance on PCs and peripherals

  • Support disaster recovery backup solutions.

  • Escalate tickets as needed

  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

  • Work with vendors/partners as needed to resolve client issues.

  • Work on router issues to troubleshoot and correct network issues

  • Support Microsoft Office 365 environments

  • Support Ruckus wireless solutions

  • Install and configure Windows Servers



·         Design and support Microsoft on-premise and cloud network solutions

·         Design and support VM Ware network solutions

·         Perform Microsoft Exchange and other email system migrations to Office 365 or on-premise Exchange servers

·         Design security solutions for networks

·         Provide detailed documentation and explain resolutions for escalated issues

Additional Duties and Responsibilities:


  • Maintain high level of client satisfaction.

  • Work in a team and communicate effectively.

  • Escalate service issues that cannot be completed within agreed service levels.

  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.

  • Regularly document processes and procedures related to duties and responsibilities.

  • Responsible for entering time and expenses in ConnectWise as they occur.

  • Work through a daily schedule in ConnectWise that has been established through the dispatch process.

  • Enter all work as service tickets in ConnectWise.

  • Maintain certifications required for position



  • Ability to setup computers and peripherals

  • Basic routing and switching concepts

  • Comfortable with troubleshooting LAN and WAN technologies

  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

  • Comfortably handle technical issues.

  • Ability to multi-task and adapt to changes quickly.

  • Ability to de-escalate situations

  • Understanding of support tools, techniques, and how technology is used to provide IT services.

  • Typing skills to ensure quick and accurate entry of service request details.

  • Self-motivated with the ability to work in a fast-moving environment.

Educational/Vocational/Previous Experience Recommendations:


  • BA/BS, preferably in computer science or a related field.

  • 3+ year of customer service experience.


Job ID: 4876
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