CACI International Tier 2 Network/Hardware Technician in International, Australia
Looking for Network/Hardware technician with great communication skills that will be responsible for collection of incident information through customer conversation, and self-service support tools. Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience. Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Communicates promptly on progress. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists. Executes against established Service Level Agreements (SLA). Documents resolutions and updates self-help and staff knowledge bases. Alerts management to recurring problems and patterns of problems. Provide statistics for the weekly Service Desk report on call trends.
What You’ll Get to Do:
Provide Information Technology (IT) support through the performance of on-site product/solution installation, sustainment, and resolution.
Oversee and/or perform any necessary diagnoses, troubleshooting, service, and repair of IT equipment and systems.
Provide direct customer service touch labor for assessment, diagnosis, and resolution of identified issues.
Instruct customers in the operation and maintenance of the provided solution and interprets customers’ needs, defines next steps, and clarifies the assignment of responsibility for problem resolution as needed. Includes any aspect of site/field support and is not limited to systems hardware, software, network, and other technical infrastructure components.
Collaborate directly with the TIER 1 provider as necessary.
Analyze, administer, maintain, and manage the performance of the overall suite of legacy equipment that includes but is not limited to voice, video, workstations, servers, networks, monitors, peripherals, software, and other related equipment.
Maintain all configuration documentation for assigned infrastructure.
Evaluate hardware in direct coordination with the TIER 1 provider, end users, stakeholders, and other Government personnel as appropriate.
Participate in the development and implementation of standards and procedures.
Maintain network security protocol and ensures compliance with security policies and procedures.
Participate and may lead aspects of installs, moves, changes, adds, and deletes (IMACDs) in coordination with stakeholders.
Interface with vendors as appropriate to ensure optimal resolution during problems, issues, outages, and/or periods of reduced performance.
Help to develop testing strategies and document results.
Provide advice and training to end-users.
Troubleshoot and resolve complex problems.
May provide work leadership to less-experienced personnel.
Maintain current knowledge of relevant hardware and software applications as assigned.
Participate in special projects as assigned.
You’ll Bring These Qualifications:
Active TS/SCI with Polygraph
Must be able to obtain Security Plus certification within 90 days
Lift 30-50 lbs on a repeated basis
Ability to stand for long periods of time while working with Network Hardware
Bachelor’s Degree in the Information Technology (IT) field or related discipline, or the equivalent combination of education, technical certification, and/or training to include work experience.
4–7 years of directly related experience in support to IT equipment (e.g., Hardware, Networks, etc.)
What We Can Offer You:
We’ve been named a Best Place to Work by the Washington Post.
Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
We offer competitive benefits and learning and development opportunities.
We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.