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Level 3 Network Support
Ref No.: 17-08995
Location: Malvern, Pennsylvania
Position Type:Contract
Start Date: 09/25/2017
My direct client has an immediate need for a Level 3 Network Support Engineer


Location: Malvern, PA
Duration: 3+ month contract
Salary: Open
Start Date: ASAP

Job Description
  • Enters and logs customer issues, problems or requests.
  • Attempts to resolve problems or escalate them as appropriate.
  • Monitors automatically generated requests from customers.
  • Acknowledges, responds and resolves issues within defined targets.
  • Responsible for specific metrics for Automated Call Distribution and Ticketing System.
  • Works with Information Technology Operations Manager for problem escalation and direction.

Essential Duties and Responsibilities:
  • Required to be logged in to the Automated Call Distribution and Ticketing System in an active state for the majority of their shift.
  • Ensures all calls are accepted using either a handset or headset. Speakerphones are not permitted in the Information Center areas for the purposes of support.
  • Responds to customer voice mails and enter corresponding tickets with a high level of detail.
  • Meets Incident Ticket Service Level Agreements at a ninety (90) percent success rate.
  • Generates personal daily open call report(s) and has this available at all times for review.
  • Responds to all open tickets daily in accordance with Information Center Policies regarding follow up and callbacks.
  • Accounts for active project tasks or customer items in Numara Footprints System.
  • Closes all tickets within target Service Level Agreement.
  • Acknowledges all personal and automatic assignments within fifteen (15) minutes of receipt.
  • Ensures all open ticket(s) carrying over to the next business day have a journal entry indicating actions taken and reasons for remaining open.
  • Provides project support or seeks additional work from Information Technology Operations Manager, as needed.
  • All other duties as assigned.
Required Qualifications:
  • Knowledge of Microsoft Office.
  • Education/Training Requirements (licenses, programs, or certificates):
  • Basic understanding of document management systems and Intranet/email strategies
  • Demonstrated problem-solving skills.
  • Effective communicator with analytical acumen to successfully troubleshoot computer systems and provide adequate assistance to users.
  • Bachelor Degree, preferred