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Roll Out Technician, 26502

Location Kenilworth, NJ
Date Posted December 6, 2018
Category Data Center
Job Type Full-Time


Roll Out Technician


  • Proactively monitor client networks and equipment and take immediate action or escalate alerts as required.
  • Provide first & second level of support to clients to identify, diagnose, and resolve issues accordingly.
  • Act as escalation point for 3rd party Level 1 call center.
  • Become SME in the network or application that is assigned to them.
  • Provide technical support to clients during live and test broadcasts.
  • Adhere to all departmental and company-wide guidelines, practices, policies and procedures
  • Maintain client service level agreements.
  • Log and track issues using problem management database (ConnectWise) and maintain accurate information.
  • Perform and log system checks for all client networks on a predetermined daily schedule.
  • Escalate / dispatch trouble tickets to appropriate channels.
  • Maintain data and provide updates for 3rd party software provided by clients.
  • Recommend parts for replacement and scope of work statements for field service technicians.
  • Assist Sub Contractors and onsite technicians with equipment swaps, troubleshooting, repair and maintenance. Track, follow-up and communicate ongoing issues resolution and statuses for trouble tickets to appropriate parties.
  • Ensure video monitoring wall is operational.
  • Provide reports as required.
  • Maintain data and knowledge base materials on common drive.
  • Accurately record data changes to locations and equipment within internal systems (Asset Tracking).
  • Train new employees
  • Assist with the creation of templates, documents to be posted on Internal Knowledge Base.
  • Flexible schedule. Must be able to work nights, weekends and holidays

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