Position: Network Support Technician
Reports To: Manager, Operations
Date: April 2012

JOB SUMMARY
The Network Support Technician’s main role is to provide first and second level technical support to AKN's customers. As part of the Customer Care Team, the successful candidate will help AKN build and maintain sound relationships with customers.

DUTIES & RESPONSIBILITIES

Customer Care Functions

• Configure network equipment for AKN's customers to fulfill their technical requirements
• Build sound relationships with customers
• Effectively manage customer expectations as they relate to product offerings

Technical Support Functions

• Assist AKN customers to resolve technical issues related to AKN provided services
• Perform troubleshooting independently and provide effective solutions
• Effectively communicate with customers on support related issues
• Create and manage trouble tickets for customers, and escalate when necessary
• Interact with AKN's carrier partners on support issues
• Practice network asset management, including maintenance of network component inventory and related documentation
• Create and maintain documentation as it relates to network configuration and service records

QUALIFICATIONS / EXPERIENCE / SKILLS
Formal Education & Certification

• A degree or diploma in computer science or related field is desired
• Cisco CCNA certification or above

Knowledge & Experience

• Minimum of 2 years of related experience, ideally in a service provider environment
• Working knowledge of a range of diagnostic tools
• Ability to manage and document multiple tasks
• Strong customer support skills
• Strong understanding of technology related to private networks, associated support systems and network technologies
• Work experience with IP Networking and VPN
• Clear concept of LAN switching technologies
• Understanding of routing protocols such as OSPF and BGP
• Network troubleshooting experience
• Working knowledge of Cisco routers and switches
• Operational experience with Cisco firewall products is desired
• Ability to configure Cisco routers, switches and firewalls

BEHAVIORAL COMPETENCIES

Personal Attributes

• Exceptional written and oral communication skills
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Excellent interpersonal skills, with a focus on listening and questioning skills
• Strong documentation skills
• Ability to absorb and retain information quickly
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Able to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment

WORKING CONDITIONS

• Majority of time spent in comfortable office environment
• Ability to work additional hours outside of normal hours of operation as required
• Participate in on-call rotation