The Network Technician’s job

The network technician profession can be practiced either on the road, by going directly to customers or remotely by answering requests by phone. Although it’s the same job on paper, it’s not the case in reality!

The road network technician

The road network technician manages the IT infrastructure of a client portfolio. He makes regular visits to his usual customers to ensure constant monitoring of both hardware and software. He is responsible for the availability, the security and the integrity of the network. Here are its different daily tasks:

• Server checks
• Resolving problems related to IT (network cable, plug, screen, email signature, ...)
• Project monitoring

He carries out multiple projects always aiming at the improvement and the optimization of the infrastructure:

• Change of servers
• Email migrations
• Removals, installation of new posts
• Various updates

The road network technician is the true relay of the remote network technician.

The remote network technician

He is the first point of contact for customers. The remote network technician provides phone support or live email to resolve hardware or software issues. These can be different types of problems:

• Troubleshooting
• Access and restrictions
• Creation of users
• Windows and Macintosh workstations set-up
• Installing programs

He must demonstrate an unparalleled analytical capacity to quickly and effectively understand the problems encountered by users. Having no direct physical view, it’s necessary to understand his interlocutor, often novice in computer science, by asking the right questions. The network technician also participates in the Morning Preventative Watch (VPM) which consists of daily monitoring of customers' critical systems.

The qualities necessary to be comfortable in this job

In order to respond to live customer requests, whether remotely or on the road, the network technician must demonstrate:

• A good customer relationship
• Excellent priority management and stress support
• Pedagogy to popularize the technical terms and to be understood
• Curiosity and proactivity in order to be always aware of new developments in the digital market that evolves every hour!

A day at GTI Canada

At GTI Canada, our network technicians are supported by a team of experts (network administrator, network integrator) who are always available to their field needs. To deliver a solution as quickly as possible, the outsourcing teams are working together on the most complex issues. Our 32 IT outsourcing client-partners receive special support. Nevertheless, the challenge is to know how to respond to all our customers under contracts and know their infrastructure to guide them easily in their needs.