Job description

GENERAL NARRATIVE DESCRIPTION:
This position performs the duties involved in computer technical support. These duties include responding to support requests from customers and the ticketing system. Requests will involve computer setup & configuration, hardware & software troubleshooting, following inventory procedures, some end user training, and communication with vendors for product research and support. This person must be organized, have knowledge of Microsoft Office/Operating Systems, VMware, Active Directory/Group Policy and comfortable learning new technology skills as required. The Network Administrator will work with the entire company staff as well as Alura’s external customers. This person will provide support to the Level 1 – Network Administrators, if needed. This position is required to take part in an on-call rotation and may be dispatched to customer sites to complete on-site work as needed. Some evening and weekend work may be required for special events.

We are seeking a candidate who can think quickly on their feet and is, adept at working around traditional parameters to develop solutions for our technical problems. A track record demonstrating initiative and execution are vital characteristics for any candidate pursuing this role.

RESPONSIBILITIES AND DUTIES:

TECHNICAL

• Aid customers with software and hardware problems; and resolve by email, phone or in person, to their ability while escalating as needed.
• Diagnose and troubleshoot computer and related computer hardware/software.
• Dispatch to customers to provide on-site support as directed by the Technical Support Supervisor
• Monitor support ticket queue for support requests and voicemails, liaise with other technology teams to redirect tickets where applicable. Assist with escalated tickets as directed by the Technical Support Supervisor.
• Perform OS and software updates as needed.
• Perform RMA research and completion as requested.
• Answer support phone calls, work tickets and document issues via in-house CRM.
• Perform routine maintenance on computers as needed for support issues or schedule a time for maintenance.
• Research hardware & software product availability, as requested by management.
• Handle multiple tickets simultaneously.
• Work as a team player that assists in all aspects of the company upon request.
• Occasional on-site support at any of Alura’s customers.
• Use the established CRM system to monitor and track projects and technical support issues.
• Assist in obtaining and preparing data for decision-making, planning and evaluation.
• Maintain and assures confidentiality of data.
• Prepares and maintains appropriate written documentation for systems, infrastructure, and maintenance logs and procedures, write procedures, use knowledgebase and have good documentation process.
• Performs other duties as assigned by the supervisor.

ON-CALL

• Respond to after-hour customer emergency calls generated by company answering service.
• Perform after-hours maintenance as scheduled by the system or other technicians.
• Review daily backup, update, and maintenance logs generated by Asset control platform.
• Review alerts generated by customer equipment reported by Asset control platform.
• Be part of overflow call queue during week of on-call.

Transportation

• A valid Driver’s License, and current automobile insurance are required.
• Alura will provide company vehicles as available, but the candidate must have reliable transportation that will enable you to travel to client locations within our service area.

SUPERVISES: None

EXPERIENCE: 2-5 years of directly related experience. Excellent troubleshooting skills. Good communication skills (written, oral and listening). Strong multi-tasking skills. Must have ability to work independently as well as be a team player.

EDUCATIONAL BACKGROUND: Minimum of Associates Degree strongly preferred. Experience with office operations, network firewalls, system security, Windows Server OS and Microsoft Office products and hardware virtualization is required.

PREFERRED KNOWLEDGE, SKILLS, AND PERSONAL QUALIFICATIONS:

• Ability to support hardware and software by phone and in person.
• Provide end user technical support and troubleshooting with network attached equipment such as Smartphones, Laptops, iPads, etc.
• Thorough knowledge of MS Operating systems - Windows Desktop OS / Windows Server 2008- 2019
• Intermediate knowledge of Microsoft Active Directory, Group Policy and Domain support.
• Familiar with setup and configuration of SonicWALL, Cisco, Meraki, UniFi, and other network devices.
• Strong understanding of hardware virtualization techniques via use of VMware/Hyper-V.
• Comfortable calling vendors and external Tech Support and escalating issues if needed.
• Ability to work effectively with a wide variety of individuals and groups.
• Ability to work independently.
• Good, clear verbal communication skills.
• Strong problem-solving skills.
• Good organizational skills.
• Reliable and Dependable.

PHYSICAL DEMANDS: 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 made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk and hear. The employee is occasionally required to walk; use hands to finger, handle, or operate computers, objects, tools, or controls; and reach with hands and arms.

The employee is also occasionally required to lift and carry materials up to 50 pounds in weight. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

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

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Ability to commute/relocate:

• Plymouth Meeting, PA 19462: Reliably commute or planning to relocate before starting work (Required)

Willingness to travel:

• 25% (Required)

Work Location: Hybrid remote in Plymouth Meeting, PA 19462

blackflymedia.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blackflymedia.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, blackflymedia.com is the ideal place to find your next job.