Technical Support Representative (3pm-12amEST)
Ntirety, United States
Job Description
COMPANY OVERVIEW:
With over two decades of successfully operating, managing, and securing private, public, and hybrid cloud environments, Ntirety has led enterprises across industries through the volatile early days of data hosting into the world of 24x7 managed security with our premier Compliant Security solutions. Through cost effective and scalable solutions tailored to business-specific needs, Ntirety eliminates gaps in both security posture and compliance documentation by delivering solutions that cover the entire application, the entire compliance and security process, the entire time.
When it comes to a cybersecurity crisis, the question is not if, but when it will happen that’s why Ntirety’s mission to provide proactive compliant security is crucial in today’s business landscape. No matter what role or department you work in, being a part of Ntirety means supporting all of our different teams to help keep our clients protected and updated on the latest in cybersecurity.
Join the team at the forefront of this mission-critical industry. For more information about Ntirety, please visit www.ntirety.com.
POSITION PURPOSE:
The Support Technician will have a variety of responsibilities in a fast-paced environment. Support Technicians are responsible for tasks ranging from Event Monitoring and remotely handling server related issues, building and imaging servers, to supporting customers via online chat, phone and support tickets. The ideal candidate is highly motivated, imaginative, innovative, easy to work with, and excited to learn new, cutting-edge technologies to better support our customers.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
· Responsible for monitoring, reporting and documenting internal service malfunctions and outages.
· Communicate with Ntirety customers over the phone, live-chat, and email to capture, document and resolve 80% of service incidents and requests.
· Escalate incidents and requests according to internal company policies and procedures.
· Document and track all inbound and outbound customer contacts on Ntirety’s proprietary ticketing system.
· Communicate with Ntirety employees over the phone, email and instant messenger to capture, document and report service incidents.
· Responsible for reporting issues affecting multiple customers to management and Ntirety partners.
· Responsible to provide initial troubleshooting on incidents.
· Follow established protocols, procedures, and policies, and meet arranged service level agreements.
· Maintain up-to-date knowledge of products and/or services, as well as help desk policies and procedures.
· Must be able to follow written and verbal instructions.
· Build, image, and install rack mountable servers with custom configured operating systems (Windows, Linux) while maintaining proper documentation during and after server deployment.
· Fabricate and run network cables.
· Performing and tracking decommissions of customer devices during offboarding
· Walkthroughs of Datacenter facilities to check server systems for alerts and sending customer communication to prevent customer impacts.
· Escalate Datacenter issues to the Facility Manager.
· Assist and educate customers on essential use of products and services.
· Participate in team meetings, providing input and suggestions to further increase productivity.
· Maintain inventory accuracy in Datacenter Inventory Management (DCIM) tool and update DCIM tool data through system transactions.
· Must be able to follow written and verbal instruction.
· Perform other duties as assigned.
Requirements
DESIRED MINIMUM QUALIFICATIONS:
· Must have a high school diploma or equivalent
· 1 - 2 years of working experience in an IT role. One-year experience in the web hosting industry or two years of technical support experience preferred.
· Certifications (at least one):
o Linux+
o Server+
o Cloud+
o Azure Fundamentals
o AWS Cloud Practitioner
· Must be flexible in terms of shifts. May be required to work some holidays, weekend days, and overnights
· Excellent verbal and written communication and problem solving skills are required
· Have a customer centric and positive attitude towards customer issues
· Strong interpersonal and organizational skills
· Fundamental knowledge of web, application, email, and database servers.
· Basic administrative operating system support and troubleshooting experience.
· Must be well organized and detail-oriented and have excellent interpersonal skills.
· Working knowledge of internet technology and web hosting
· Ability to lift 50 pounds
Benefits
Ntirety is an Equal Employment Opportunity /