Support Technician I
Ntirety, United States
Job Description
COMPANY OVERVIEW:
Ntirety provides Multi-Cloud Managed Solutions that enable IT to shift from managing operational risk to creating a future-ready, agile enterprise. Ntirety is the only Managed Solutions Provider for multi-cloud solutions with guaranteed business outcomes. Our solutions are backed by the industry’s first and only Guidance Level Agreements (GLAs): actionable insights that improve mission-critical application security, cost, and agility. Our engineers in North America, Europe, and Asia deliver solutions that shift tactical Enterprise IT operations to business transformation for thousands of global customers. With fourteen data centers around the world, Ntirety also ensures strict compliance to PCI, HITRUST, HIPAA, FERPA, and GDPR guidelines and regulations.
We are first and foremost a service company, enabled by technology not the other way around. We believe that service is the core to creating a vibrant, built-to-last organization. If what we’ve said isn’t a mission you can get behind, or you are looking for a big paycheck to do more directing than doing stop reading.
Still with us? You likely believe that there is more to a job than just getting paid, and that the mission really matters. Good. Because we believe that too.
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 instruction.
· 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):
- Linux+
- Server+
- Cloud+
- Azure Fundamentals
- 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 det