Job description

Are you a techie at heart? Do you have an unquenchable thirst for IT knowledge and skills? Do you have a record of success leading teams in a remote support role? If you answered YES to these three questions, we might be looking for YOU!

The role of the Hardware Support Technician Tier II is first to provide mentorship and guidance for the Tier I positions, which are the front-line support to our customer base. In addition to this there will be times when cases go beyond the knowledge level of the Tier I representative, so it will then fall on the Tier II to help assist or take over support cases, which will include, but is not limited to, issues with local computers and network systems, peripheral devices, domain account creation/modification, server accessibility, and Linux based scripted processes.

Essential Duties and Responsibilities:

• Fielding Incoming cases through implemented Customer Relationship Management (CRM) system.
• Re-installing hardware and software solutions as needed
• Installing/Re-installing Operating Systems and Servers (Both Windows and Linux) when needed
• Managing the balance of an individual Case Queue with incoming new cases
• Monitoring the Tier I reps queues to ensure cases are not sitting stagnant for unreasonable amounts of time.
• Provide Excellent communication and client management skills to maintain positive customer relations
• Provide technical assistance and support via remote communications (either phone or email) for Windows and Linux operating systems
• Modifying of servers in a Virtual environment, Windows and Linux servers
• Troubleshooting Network level Communication issues (Including WAN and LAN connectivity)
• Provide support for daily backups (automated tape and remote solutions)
• Modify and Support of Custom Bash Scripts for automated file transfers to 3rd party vendors
• Create, copy, disable or reset user accounts (via Windows Active Directory, local accounts [Both Windows and Linux], and NT like domains)
• Ensure customer satisfaction through follow-up, with rapid responsiveness, and thorough communication
• Work will primarily be done singularly with mentorship and assistance provided from others to learn how to resolve specific issues
• Mentoring and teaching new techniques and processes for troubleshooting various issues.

General Duties and Responsibilities:

• Conduct routine maintenance when directed
• Work with accounting and purchasing departments to ensure products supported are under maintenance
• Conduct testing and learn how new products function to provide the best support
• Conduct customer training when applicable
• Conduct training and mentorship of other Support Representatives
• Consulting Customers and Sales representatives to ensure the proper Hardware and/or Software is being purchased to fulfil a given need, when applicable.

Education/Experience/Training/Certification Requirements:

• 4 or more years of IT Server Administration experience is Preferred
• 4 or more years of Remote Customer Support experience is Preferred
• 2 or more years of overseeing a NOC team
• Bachelors in information systems is Preferred
• Multi-Platform exposure/experiences:
• Linux (Specifically Ubuntu, RHEL or CentOS) experience is Preferred
• ESXi and VMware experience is required
• Scripting experience (specifically BASH or Power Shell) is Preferred

The following Network and Routing experience is a Plus:

• A solid understanding of IPsec/SSL tunnels (Including NATs rules)
• 1 plus year of experience maintaining routing tables
• Experience in packet tracing and other network troubleshooting is a plus
• Ability to travel domestically is required
• This includes the ability to Fly and Rent a car when required.
• Any Industry related certifications are not required, but is a definite plus!

Skill/Ability/Other Requirements:

• The ability to take experiences and knowledge learned and apply them in future cases.
• Effective communication skills with co-workers and clients daily and exhibit the highest level of customer service
• Heart of a teacher to guide teammates to resolutions
• Ability to help teach and mentor co-workers and clients
• Troubleshooting techniques to find the root cause of an issue to correct the source, not only the symptom(s).
• Ability to thoroughly and accurately document the processes and actions completed.
• Use technical and analytical approaches to deliver outstanding service.

Other keys skills to success as an IT Hardware Support are:

• A “can-do” attitude.
• A continual hunger for learning all aspects of our product offerings
• A friendly and empathetic attitude towards both customers and internal staff.
• Ability to multi-task and an ability to move quickly from issue to issue.
• Ability to thrive in a fast paced position that requires both quick and analytical thinking.

Direct Reports:

• Hardware Support Tier II reports to the Hardware manager.
• Hardware Support Tier I reps are not subordinates to the Hardware Support Tier II role for the scope of HR and Personnel Related matters.
• Any behavioral issues should be documented in an email and brought to the attention of the Hardware Manager immediately.
• Hardware Support Tier II will oversee the Hardware Support Tier I representatives’ queues as well as provide mentorship and training to their teammates.

Physical Requirements:

• Regularly required to sit or stand for extended periods of time.
• Regularly required to utilize computer keyboard, mouse, telephone, and basic office equipment.
• Frequently required to walk or move around the office.
• Occasionally required to stoop, kneel, or crouch.
• Occasionally required to lift and/or move up to 80 pounds.
• Speech: Requires ability to speak clearly, and in terminology that others can understand.
• Vision: Requires ability to see clearly or with reasonable accommodations. Specific vision abilities include close vision, color vision and the ability to adjust focus.
• Hearing: Requires ability to hear clearly and perceive the nature of sounds at normal speaking levels. Ability to receive detailed information through oral communication, and to make discriminations in sound.

Travel:

• Limited. This position is expected to have < 5% travel on a busy year.

Work Environment/Hours/Location:

• Work is normally performed in an office or home office setting.
• The noise levels in the work environment may vary but is usually moderately quiet.
• Work is normally performed during standard business hours, Monday through Friday from 8a-5p.
• Once a training period has been completed (between 4-6 months after date of start), the employee will be placed into the “On Call” rotation
• Providing after hours support for 1 week (Friday-Thursday) about once every other month
• Other occasional off-hours work may be required for special situations.
• Normally, work is performed at the company office, but remote workdays are offered.

Notes:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skills, physical abilities, and mental abilities required to perform the essential duties of this job. The work environment characteristics described are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
• This job description is not an exclusive or exhaustive list of all job functions an employee in this position may be asked to perform. Duties, responsibilities, and requirements can be added, changed, expanded, or reduced by management to meet the business needs of the company.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Fort Wayne, IN 46814: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• IT support: 4 years (Preferred)
• Linux: 2 years (Preferred)

Work Location: One location

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