Sunwatch Technician

Associate degree in electronics, computer science, network engineering, or information technology. (Minimum one year of real-world experience with a reputable company in the IT field also acceptable.)
Knowledge of local area networks, wide area networks, and remote troubleshooting
Must have basic knowledge and understanding of how networking technologies work and be able to troubleshoot issues with switches, and other equipment
Must have knowledge of computer operating systems, minimum Microsoft Windows. (Linux/Unix are a plus)
Must be able to resolve customer issues either via email or by telephone in a timely manner
Must be able to analyze given information about system issues to arrive at real solutions either by online reports or from telephone conversations
Must be able after diagnosing system problems to follow through until the issue is resolved
Must have strong verbal and written communication skills for conversing with other technicians, callers, vendors, and managers; listening skills are needed to understand caller concerns and issues.

Monitor and Troubleshoot Networks: SunWatch Technicians monitor Toll system hardware and software to ensure the proper operations of switches, firewalls, and remote technologies. They field incoming calls, help callers troubleshoot Toll system issues, diagnose Toll system problems, and provide resolutions
Dispatch & Coordinate Field Technicians to Respond to Toll Sites: Sometimes it is necessary to address Toll system issues on-site; in these cases, SunWatch technicians relay details about Toll system issues to field technicians and schedule them to go to locations to work on Toll system equipment. They maintain field technician schedules, assist technicians on the phone, and keep records of repairs made for each client
Document Calls and Service Results: SunWatch technicians document all incoming calls and record the technical issues addressed in each call. They maintain logs of resolutions, communicate with vendors about ongoing problems, and use a ticketing system to update information regarding the progress of each call.