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Network Support Technician

Bek Fiber

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Position Purpose

The Desktop Support & Network Support Technician provides day-to-day technical support for BEK employees, company computing systems, and telecommunications network operations. This position serves as an important technical resource across departments, helping ensure employees have reliable access to the systems, equipment, applications, and connectivity needed to perform their work effectively.

The position combines hands-on desktop and IT support with network and telecommunications support responsibilities. The Technician works collaboratively with employees throughout the organization, Network Operations, Engineering, Security, Customer Service, and other technical teams to troubleshoot issues, maintain reliable systems, and support BEK's overall technology environment.

Primary Responsibilities

Desktop & Employee Technology Support

Provide Tier 1 and Tier 2 technical support for desktops, laptops, printers, mobile devices, software, peripherals, and other employee technology.
Install, configure, maintain, troubleshoot, and replace Windows workstations and associated endpoint hardware.
Diagnose and resolve LAN, Wi-Fi, connectivity, DNS, DHCP, VPN, and other employee network-access issues.
Install, configure, and maintain approved business applications and software.
Assist with user accounts, access permissions, Microsoft 365, Active Directory/Entra ID, and related employee technology services.
Maintain software licensing and subscription information as assigned.
Support employee onboarding, workstation setup, equipment changes, office moves, and technology-related offboarding activities.
Maintain accurate documentation of equipment, incidents, resolutions, configurations, and technical procedures.

Internal & Interdepartmental Support

Serve as a responsive technical resource for employees and departments throughout BEK.
Work collaboratively across departments to understand technology needs, troubleshoot issues, and identify practical solutions.
Coordinate with Network Operations, Engineering, Customer Service, Enterprise Services, and other teams when issues involve multiple systems or areas of responsibility.
Communicate technical issues and resolutions in a clear and professional manner appropriate for both technical and non-technical employees.
Assist in identifying recurring issues and opportunities to improve reliability, consistency, documentation, and employee support processes.
Help ensure technology standards and support practices are applied consistently across BEK locations and departments.

Security, Updates & Endpoint Maintenance

Work in coordination with BEK’s security and technical teams to help ensure company workstations and supported devices remain appropriately updated and maintained.
Assist with the deployment and verification of operating system updates, software patches, security updates, endpoint protection, and other required configurations.
Identify and escalate potential security concerns, unusual system behavior, vulnerabilities, or unsupported technology in accordance with established procedures.
Support implementation of security-related changes and technology standards as directed by the appropriate security or technical teams.
Follow company security, access-control, password, data-protection, and technology-use requirements.

Network & Telecommunications Support

Monitor, troubleshoot, and support broadband and telecommunications network infrastructure as assigned.
Assist with configuration and troubleshooting of routers, switches, VLANs, TCP/IP networks, fiber-access equipment, and subscriber connectivity.
Support Calix platforms and equipment, including subscriber provisioning, service troubleshooting, ONTrelated connectivity, and access-network support.
Support Metaswitch voice services, including subscriber provisioning, VoIP/SIP troubleshooting, calling features, and service-related issues.
Work with NISC systems to support subscriber records, service orders, provisioning workflows, and coordination between billing/customer information systems and network services.
Assist Network Operations, Customer Service, and other support teams with escalated broadband, voice, network, and provisioning trouble tickets.
Participate in network maintenance, upgrades, system testing, service restoration, and outage response as assigned.
Assist with after-hours or on-call technical support when required.

General Expectations

Provide professional, responsive, and service-oriented technical support to BEK employees and internal departments.
Take ownership of assigned issues through resolution or appropriate escalation.
Maintain accurate and timely documentation of work performed, system changes, and known technical issues.
Follow established technical, cybersecurity, change-management, and company procedures.
Communicate effectively with employees, vendors, customers, and other technical personnel.
Prioritize multiple support needs while maintaining appropriate urgency and attention to detail.
Collaborate effectively while also being capable of independently troubleshooting and resolving technical issues.
Continually develop knowledge of BEK systems, telecommunications technologies, applications, and support processes.

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