• Responds to service tickets and requests for local and remote network support in order to meet service level agreements • Troubleshooting and resolving hardware, software, application, network, user access, and all related issues • Liaise with staff, property management groups, ISP’s, and other vendors to ensure that change orders are well communicated, well thought out, and efficiently executed through to completion with minimal service disruptions for all parties • Perform high level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues • Adhere to general and property specific service level agreements (SLAs) • Address and handle Tier 1 and outsourced/overflow support ticket escalations • Analyze and identify larger global/system wide issues and present or escalate these to Tier 3 agents for additional input and resolution • Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients • Deliver ongoing training and development of Tier 1 agents • Dig below the surface and identify trends in support tickets, diagnose underlying cause, and take appropriate actions • Work closely with other departments (installations, provisioning, sales, software, accounting, etc.) to make sure that client requests/issues are channeled and addressed efficiently • Offer “frontline” insight to Tier 3 agents and support managers to ensure best practices and SOP’s are developed or modified to achieve maximum efficiency and employee satisfaction • Write up detailed documentation on issues, collect and aggregate data from multiple sources to effectively gather information and analyze potential problems