Managed Network Technician

We’re Apogee. Nice to meet you. At our core, we’re a student services organization that happens to focus on IT. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today’s technology-savvy generation.

We work hard, celebrate success and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.

In our fast-paced environment, Managed Network Technicians play a vital role in our operations division. You will be responsible for hands-on maintenance and operational support for an enterprise Wired and Wireless networks. As part of a dedicated team, you will maintain Network Access Control (NAC) solutions to regulate access to network resources, while also supporting Cisco Identity Services Engine (ISE) to authenticate, authorize, and enforce access policies. Your role will extend to providing support for end user devices, printers, VOIP systems, and overseeing the maintenance of fiber and copper infrastructure. In addition to technical skills, high-level interpersonal skills and customer service are necessary for maintaining positive client relationships. You'll interact with our customers daily onsite, requiring a professional attitude and appearance. Reporting directly to a regional supervisor, you'll be a key player in ensuring smooth network operations.

You’ll be a full-time worker on the campus of Eureka College, in Eureka, IL.

The hourly rate for this position is $25 - $35 per hour depending on experience.

Here’s your job:

• Providing exceptional customer service
• Proficient in utilizing a PC and familiar with the Microsoft Suite of Software
• Responding to emergency outages promptly
• Collaborating within Operations to resolve end-user and network escalations
• Collaborating with Apogee teams to coordinate client activities (e.g. move-in)
• Monitoring, investigating, and actioning equipment alarms
• Adhering to a self-managed schedule for on-site appointments within a 24-48 hour SLA
• Collaborating with Apogee on customer installation activities as required, and contributing to project-related tasks as assigned
• Tracking and updating escalation tickets
• Ensuring that Apogee’s policies and end-user agreement are upheld
• Assisting in your region as assigned
• Attending training events and certifications as required
• Completing additional reporting, documentation, and administrative tasks as required.

You’ll love this job if this describes you:

Deeply ingrained self-motivation. You’re motivated to get work done. That means that you love efficiency and are driven to complete a project.

Technical aptitude is essential. Being able to quickly learn, assess issues, and apply your knowledge effectively is crucial. You should have the ability to pick up on technical matters swiftly, adeptly learn new products and technologies, including reading blueprints, installing and configuring networking equipment, understanding testing methodologies, and troubleshooting Internet connectivity issues.

Communication and Prioritization. Triaging customer needs, alongside the ability to examine information, seek clarity, devise solutions, exercise judgment, and work systematically and efficiently, is crucial. Attentive listening to customers, addressing their needs and concerns, and keeping them informed through status reports and progress updates are important. Furthermore, fulfilling service commitments, meeting deadlines, and fostering supportive relationships with customers are integral components of this role.

Taking initiative. Respond quickly and appropriately to requests that come to you from internal and external customers. Assume you’re wholly responsible for owning an issue to its conclusion (including solving the problem or escalating it in a timely manner).