Field Support Technician

PRIMARY DUTIES AND RESPONSIBILITIES:Install various network devices & services (e.g., routers, switches, firewalls, SD-WAN, VPN, QoS) Conduct network device upkeep and system upgrades, including firmware updates, patch installations, hotfixes, and security configurations. Provide Level-2 remote and onsite support and troubleshooting for network related issues, including hardware, software applications, VOIP phones and security systems and other devices to resolve operational issues and restore services Managing assigned projects to deliver services in accordance with established objectives Responding to inquiries from staff, administrators, service providers, site personnel and outside vendors etc. to provide technical assistance and support Participation in project scoping and technical plan development Adopting and learning new technologies Perform network assessments Create review and maintain network documentation, including detailed network diagrams Thoroughly document all work completed and anything relevant to the ticket or client’s request Liaison with vendors and internal and external resources to ensure proper completion or escalation Maintain ownership of tickets until escalation or completion, notifying the client of any delays Utilize Professional Services Automation tools following company best practices including real-time ticket updating Maintain knowledge of the company products and services to effectively add value to new and existing customers Keep physical workspace and bench environment clean and organized Always follow Aureon Technology policies and procedures Assume additional duties as defined by supervisor and executive management Demonstrate commitment to providing outstanding customer service Running and terminating cables in the data center as well as remote support Other duties as assigned EDUCATION, TRAINING, AND EXPERIENCE:Required Hands-on experience with monitoring, network diagnostic and network analytics tools One major certification (such as Cisco CCNA or Fortinet NSE 4) and one minor certification as identified by Aureon Technology technical certification list 3+ years professional experience in a computer or systems related field Preferred Bachelor’s degree, 1-3 industry certifications 5+ years professional experience in a computer or systems related field REQUIRED SKILLS: Must have solid understanding of DNS, Security, IP Routing, HTTP, VPN, Email Routing, SPAM, etc. Effective analytical and problem-solving skills Ability to organize and simplify technical information Exceptional time management and organizational skills Superior interpersonal, written, and oral communication skills Knowledge of a wide variety of hardware, software, and communication technologies WORKING CONDITIONS AND PHYSICAL REQUIREMENTS: Indoor work primarily in office environment, both company and customer Frequent utilization of manual dexterity and visualizing of computer screen Occasional bending, carrying, squatting, twisting, and lifting up to 60 pounds independently Occasional travel by vehicle Escorting vendors in the data center and understanding maintenance being performed. After hours/weekend support of data center facilities Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Created: 2026-03-10