POSITION SUMMARY: A Systems Technician at Think|Stack is our front line for client and user support for their reactive technical issues. This role provides excellent customer service and empathy, while troubleshooting and resolving technical issues. When this individual is faced with a difficult task, when they are entering the element of the unknown, they have the communication and problem solving skills to ask the right questions and get the job done. This position is responsible for ensuring there is no stone left unturned when it comes to properly managing, maintaining, and supporting users and the client networks.
You are a self-starter and takes initiative. You have the natural curiosity to identify, investigate and solve problems. You are also able to juggle seeing both the internal security of Think|Stack and our clients. This role is an ultimate team player who can juggle different tickets, alerts, and security requests. You work collaboratively to create and maintain a strong security culture with human centered design in mind to achieve goals without sacrificing security.
Essential Functions & Responsibilities
· Ensure the integrity, security, and resiliency of critical operations.
· Provide technical assistance to customers including users support, configuration, diagnostics and troubleshooting various systems, hardware, and software to full resolution
· Configure and distribute hardware and software as required, ensuring upgrades are accomplished as assigned
· Assist with computer systems related administration, maintenance, and support as assigned, including backup, patching compliance, security management, user account management for systems
· Responsible for continuous monitoring of assigned systems and investigating/resolving issues that arise to ensure compliance for managed client systems
- Familiar with the process of building, loading and upgrading network infrastructure including servers, switches, Windows OS devices
- Triage of and initial response to alerts and tickets, including via email, ticket portal, and telephone.
- Assists in the planning, implementation and support for the network and computing infrastructure plan
- Assists with, implements, and understands security measures on networks and/or systems.
· Promote and maintain an exemplary customer service experience for all clients and internal staff
· Document all technical service request information from beginning to end including knowledge bases
· Provide training and assistance to peers as needed
· Develop professionally by means of education, certification, and growth through mentorship program
· Typical daily tasks:
· Be the escalation point for clients for clients and internal client IT teams for troubleshooting and support requests
· Working with 3rd party vendors to obtain support on various software, services, or hardware
· Executing project/change plans and test plans
· Providing troubleshooting and be capable of following well thought out troubleshooting steps
· Work to maintain both internal (Think|Stack) and external (client) systems
· Server performance metrics review
· Network performance metrics review
· Review alert & ticket boards
· Review and update documentation
· Other duties as assigned
Position Requirements
· Associate degree in Technology, IT Engineering or equivalent level of work experience and certifications
· Experience with Windows Servers, Active Directory, workstation and hardware support, M365, email, printers, and vendor coordination.
· 3+ years of technical support experience
· The ability correlate information and data between clients and alerts.
· Must be highly Organized: Juggling all the tasks requires high levels of organization and a strict adherence to process
· Strong communication skills and the ability to communicate with both technical and non-technical clients and internal team members
Behavioral Competencies:
· Detail Oriented
· Professionalism
· Trust/Confidentiality
· Excellent Communication: the ability to deliver clear and concise technical details
· Continuous Learning & Development
· Ownership & Accountability
· Can work under deadlines
· Team player
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be requested to enable individuals with disabilities to perform the essential functions.
· Routinely required to sit; walk; talk and hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, crawl, reach, and stretch.
· The employee is occasionally required to move around the office
· Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
· May require travel dependent on company needs-client on-site
· The employee may occasionally lift and/or move up to 30 lbs.
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
- On call
Application Question(s):
- Have you previously worked for an MSP/MSSP?
- Do you have experience with Windows Servers, Active Directory, workstation and hardware support, M365, email, printers, and vendor coordination?
- Do you have an Associate degree in Technology, IT Engineering or equivalent level of work experience and certifications?
Experience:
- Technical support: 3 years (Required)
Work Location: Remote