Valley Communications Center

Network Technician to provide daily support and management of our Client Company's customer specific computing systems. The successful Support Technician will thrive in a fast-paced, hands-on environment and enjoy providing world class customer support. This position is located in Tiffin, Ohio, and will be a hybrid of remote and in office work. Initial training period will be in office on 1st shift with flexible night training.

• Primary role is Network Admin of customers networks with scheduled monthly maintenance tasks (see SOP below).
• This position includes many Cybersecurity and highly sensitive tasks affecting large customers. This is NOT a standard Net Admin position.
• Works with 1st shift team to help in any work that shares to 2nd shift, by communicating with team at start of shift (2pm).
• Monitors helpdesk calls during shifts, especially after 1st completes.
• Responds to the needs and questions of customers by participating in helpdesk tickets at beginning of shift and throughout.
• This position requires a minimum of at least three (3) years of hands-on experience. Network + certificate or equivalent (if not must complete within 6 months). Associate's degree in Computer Science or related discipline preferred.

Below is the current SOP for the maintenance tasks:

Standard Operating Procedure (SOP) for Performing Remote Server and Network Maintenance

1. Pre-Maintenance Preparation1.1 Verify Maintenance Window

• Confirm the approved maintenance window with the client.
• Ensure the schedule allows adequate time for all necessary tasks.

1.2 Communicate with Technical Point of Contact

• Notify the designated Technical Point of Contact (TPOC) about the maintenance schedule.
• Confirm availability for assistance if required.

1.3 Review Server and Network Documentation

• Access and review the most up-to-date network topology diagrams.
• Validate device and server configuration documentation.

1.4 Review Administrative Access

• Verify login credentials and necessary administrative access for servers and network devices.
• Confirm access to tools including NinjaOne RMM, ConnectSecure, and M365 tenant.

2. System Updates and Maintenance2.1 Place Servers in Maintenance Mode

• Log into NinjaOne RMM.
• Enable maintenance mode for affected servers to suppress alerts.

2.2 Perform System Updates and Patching

• Apply OS updates and security patches – Refer to Automated ConnectWise Maintenance Ticket for task list.
• Verify successful installation using logs or management tools.

2.3 Update Hardware Drivers and Firmware

• Check for and apply any critical driver or firmware updates.
• Validate hardware stability post-update.

2.4 Monitor Performance

• Monitor server and network performance metrics during updates.
• Identify and address any abnormalities.

2.5 Manage Storage

• Review disk usage and clear unnecessary files.
• Ensure proper backup completion.

2.6 Application Management

• Confirm application updates and patches.
• Verify service uptime and application functionality.

3. Security Checks3.1 Audit Security Logs

• Review security logs on servers and M365 tenant for anomalies.
• Investigate and document any suspicious activity.

3.2 Clean Gateway Firewall

• Analyze firewall logs and clear outdated or unnecessary rules.
• Ensure firewall settings align with security policies.

3.3 Review ConnectSecure Scan Reports

• Evaluate security scan results.
• Address identified vulnerabilities.

4. Post-Maintenance Tasks4.1 Validation and Testing

• Perform system health checks.
• Confirm application functionality.
• Validate network connectivity.

4.2 Documentation

• Update maintenance logs with actions taken and any issues encountered.
• Document resolutions and outstanding issues.

4.3 Client Communication

• Notify the client of maintenance completion.
• Provide a summary of tasks performed and any recommendations.

4.4 Monitoring

• Remove servers from maintenance mode in NinjaOne RMM.
• Monitor for residual issues over the next 24-48 hours.

5. Troubleshooting and Escalation5.1 Error Diagnosis

• Refer to system logs and error reports for diagnosis.
• Perform root cause analysis if applicable.

5.2 System Restore

• Initiate a system restore if critical failures occur.
• Confirm data integrity and service restoration.

5.3 Escalation

• Escalate unresolved issues to senior engineers.
• Provide detailed logs, error reports, and steps taken.

6. Approval and Review

• Ensure all tasks are approved by relevant stakeholders.
• Conduct a post-maintenance review to identify areas for improvement.

End of SOP

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Tuition reimbursement

Experience:

• Network administration: 2 years (Required)

Language:

• English (Required)

License/Certification:

• CompTIA A+ (Required)

Location:

• Tiffin, OH 44883 (Preferred)

Security clearance:

• Confidential (Preferred)

Shift availability:

• Night Shift (Required)

Ability to Commute:

• Tiffin, OH 44883 (Required)

Ability to Relocate:

• Tiffin, OH 44883: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Tiffin, OH 44883