ITCC Technician

  Specific duties and responsibilities may vary, but there are several core tasks associated with the ITCC, including: • Monitor and troubleshoot the network • Monitor network hardware to ensure the proper operations of routers, switches, firewalls, and remote technologies • Monitor automated and end-user incident and outage reporting • Document all incoming calls and record the technical issues addressed in each call. Maintain logs of resolutions, communicate about ongoing problems, and use a ticketing system to update information regarding the progress of each call • Assess severity and impact of issues and escalate to proper technical resources when appropriate • Create reports on uptime, bandwidth usage, server utilization, and other key metrics • Run daily, weekly, and monthly report • Provide direct customer support when required • Maintain and update documentation for Operations Procedures ITCC Technician Skills and Qualifications The ITCC Technician should diagnose and resolve issues using technical abilities, computer knowledge, and analytical skills. The ITCC Technician must display the following: • Familiarity with networking technology – understanding how networking technologies work and the ability to replace and install routers, switches, and other equipment is vital for ITCC technicians • Computer skills – ITCC technicians must know about computer operating systems, databases, software engineering, and wireless technologies • Customer service – resolving customer networking issues in a timely and successful manner is an essential aspect of being an ITCC technician • Troubleshooting – ITCC technicians employ troubleshooting skills for nearly every phone call to determine the cause of network issues • Analytical thinking – analyzing given information about network problems to arrive at real solutions is a must for ITCC technicians