The Opportunity

This position is part of a team primarily responsible for supporting the network infrastructure, computers, and related technologies utilized by the clients and their support staff. This includes responsibility for ensuring networking needs are met in residential homes, offices, marine vessels, and other locations. The ability for this position to communicate effectively and to build trust with clients, staff, and executives is critical.

Culture of Care
At RDV Corporation, we recruit only the most talented people who are highly capable, energetic, positive, results focused, and who naturally contribute to a premier service-oriented culture. In turn, our employees experience competitive compensation and comprehensive benefits programs that enhance their lives and experiences. They also enjoy a workplace that is meaningful, engaging, and collaborative; a place where they can grow their career in the vibrant heart of downtown Grand Rapids, MI.

Duties and Responsibilities

General Responsibilities

• Understand and communicate complex technical ideas and structures to people with widely varying skills and interests; excellent oral and written communication skills are a must.
• Work with clients, their support staff members and RDV Corporation executives and staff in a pleasant, professional, and confidential manner.
• Participate in strategic planning for the networking needs of the clients.
• Appropriately address and respond to inquiries and problems in a timely manner.
• Maintain the highest level of customer service and professionalism at all times.
• Remain current with technology trends and industry developments.
• Track time spent on support for various entities.
• Be available 7 days a week/24 hours a day for support. Job related overnight travel expectations are 25% of the available hours per month.

Technology-Related Responsibilities

• Design and provide support for wired\wireless network infrastructure at various locations, including planning, procurement, installation, troubleshooting, updates, and wireless site surveys.
• Attend project meetings when necessary to discuss planning for network infrastructure, including network cabling and wireless access point locations.
• Monitor the status of critical network devices and Internet\data connections and coordinate or perform repairs as necessary.
• Implement and maintain VPNs including site-to-site and remote-access VPN.
• Maintain Network Management Systems.
• Monitor status of Cisco and other software releases and security bulletins.  Schedule and apply updates on applicable systems; in some cases, it will be necessary to schedule the updates outside of normal business hours.
• Work with Systems and A/V Administrators to troubleshoot system performance and networking issues.
• Work with the Technology Services Assistant to procure, install and maintain Internet\data access for family properties.  Work with the appropriate vendors to support these technologies.
• Work with outside technology providers, such as telephone, A/V, HVAC, and security vendors to support the routing\switching and security infrastructure for their devices.
• Maintain accurate documentation of network resources and assets.
• Research, test, propose, and demo (as appropriate) network equipment and related technologies.
• Purchase, install, modify, and make minor repairs to hardware and software.
• Provide custom training and training documentation as needed or requested.
• Support consumer technologies, such as mobile phones, tablets, gaming consoles, peripherals, etc.
• Develop and maintain procedures and documentation.
• Participate in other project and support activities as assigned.

Elements of Success

• Associate degree with an Information Technology emphasis and three years of experience in computer/technology and networking support required.
• In lieu of an Associate degree, at least five years of experience in computer/technology and networking support is required.  Related network certification(s) are preferred.
• Cisco hardware and software experience, including ASA, Cisco IOS/IOS-XE, and wireless technologies.
• In-depth knowledge of network and Internet (TCP/IP) communications, including routing\switching, VPN, wireless, and security concepts.
• Experience with Network Management Systems helpful.
• Facilitation skills, negotiation skills, and the ability to thoroughly document.
• Excellent interpersonal, collaborative, verbal and written communication skills.
• Strong problem-solving and troubleshooting skills and analytical capabilities.
• Ability to handle multiple concurrent projects.
• Uncompromised commitment to the highest level of customer service and confidentiality in all aspects of job responsibilities.

Additional Requirements

• Must be able to work an irregular schedule, evenings or Saturdays as needed.
• Ability to lift up to fifty (50) pounds to a maximum height of four (4) feet.
• Ability to climb steps and stairs; stoop and bend.
• Ability to understand, install, maintain, operate, and explain computer systems, including hardware, software, and related applications.
• Domestic and international travel required.
• Must be able to travel by use of commercial or private aircraft.
• Must have a reliable vehicle to travel to properties; mileage reimbursed at IRS rate.
• Must have valid driver’s license.
• Must have passport (or ability to obtain upon hire).