Level 2 Network Technician
The primary responsibility of a level 2 Network Technician is to maintain the computer, voice, and equipment used to support technology in an organization. The technician is the key contact for users who need assistance in resolving technical issues. The technician may be based in an office or could use remote access tools to diagnose most issues from a central location.
This position requires excellent written, as well as verbal, communication skills and mandates the need to communicate with people of all levels of technical understanding. Users rely on documentation to operate equipment maintained by the technician.
Technicians would be required to work at flexible hours and must be available round-the-clock. They must have strong customer service skills, as they would take ownership of issues and update on their status to clients at regular intervals until they are resolved.
This position is responsible for maximizing the availability of all network components. The technician is the point of contact for providing first and second level troubleshooting on all systems managed by the Network Operations Center (NOC). Technical requirements for the position include having detailed knowledge of different types of network and telephone equipment. They assist Tier 3 staff by researching issues and providing documentation. Technicians are responsible for network tickets until they are resolved or escalated.
Technicians collaborate with other teams to identify how problems have cropped up. They monitor network status by using management tools, such as IPMonitor, IBM Director, and Nagios.
Network technicians are responsible for tracking problems and resolutions using a Network Management System (NMS) program that tracks incident response.
They realize the importance of conventional Service Level Agreements (SLA) and work within them to see that there is a prompt response to their issues. Technicians’ handhold new employees when required to ensure that they successfully attend to issues.
The technician may reassign tickets to the appropriate person as and when needed. They are expected to communicate the causes of problems to end users and management.
Freelance Level 2 network technicians may be responsible for the operation of long-distance communication systems. In a remote environment, they must be able to work with the people on-site to gain access to systems. Technicians will create documentation on all systems they support.
They coordinate repairs of network and assists vendors or analysts with repairs testing.
Technicians assist in evaluating growth requirements of networks and upgrading of local area network (LAN) systems. They aid in installing, maintaining, and fixing issues with LANs.
Technicians zero in on cost-effective telecommunication solutions that satisfy strict security and reliability needs. They develop and update precautionary maintenance programs.
Technicians upgrade application software and operating systems on computer systems and with servers. They install equipment for end users and ensure that cables or software applications are being properly installed.
Technicians need to improve technical knowledge continually by undergoing training and acquiring certifications. They participate in meetings, attend conferences and seminars. Technicians maintain and update daily logs and equipment breakdowns reports. They develop best practices, procedures, and training manuals, and train users to use hardware or software properly.
Future for Level 2 Network Technicians
Many technicians use a combination of on the job experience, formal education and certification to remain proficient with technology. For many people in this position, a well-rounded knowledge of technology and people skills has led to career advancement that includes management positions.
Job opportunities for network and computer systems administrators are expected to increase six percent during the period 2016-2026, according to the US Bureau of Labor Statistics (BLS). They will be sought after because enterprises will invest in emerging technology networks.
They need to be conversant with Internet routing protocols, such as BGP and OSPF
Educational Qualifications and Other Requirements
In almost all organizations, Network Technicians will be required to have either an associate or bachelor’s degree in a technology or an engineering discipline. Some organizations may also require specific certifications on the products and systems they have in place, or a high-level certification in network management and administration. Certification in CCNA or CCNP would be ideal. Technicians must be conversant with compliance regulations, such as GLBA, FDIC, FFIEC, and NCUA. They should have knowledge of LAN/WAN routing, wireless and firewall administration.
Having several years of practical experience may be an acceptable substitute for some organizations. Other organizations may also highly desire individuals with a background in virtualized networks or voice over network protocol (VoIP). They should have experience with network wiring and structured cabling.
The annual average wage of level 2 Network Technicians in the United States is $56,460. Freelancers in this profession can make an average of $24.91 per hour, according to payscale.
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