Provide professional and friendly support consistently via telephone and electronic help desk (Online Tech Portal ticketing system) * Troubleshoot and solve a wide range of customer support issues from basic to complex, including but not limited to backups, patching, imaging, permissions, and working with Windows and Linux servers
Participate in a daily queue watching rotation to make sure that no request goes unnoticed
Operating system and application installation/configuration
Performing scheduled maintenance tasks
Participate in an on-call rotation that will vary in frequency and duration based on size of the support team (typically a one-week on-call rotation once every several weeks) * Follow a well-established escalation procedure in the event of a service outage
Carefully manage and balance projects with daily requests
Set reasonable expectations with the customers for completion of requests
Interface directly with customers where the request is unclear or challenges come up during the implementation of the request
Meet weekly to discuss challenges or accomplishments
Triaging requests where appropriate
Manage self according to Online Tech's standard processes and procedures ("the Online Tech Way") * Perform other duties as required to help the Online Tech team achieve its objectives Required Skills and Background:
One year of experience in high-tech or IT related field (required) * Excellent customer service skills, verbal and written communication skills, and problem-solving skills
Basic working knowledge of Windows Server 2008/2012 and understanding of VMware
Experience working in a team-based environment
Ability to work flexible hours, including on-call work for emergencies
Associates degree or relevant technical certifications preferred
Desire to be a part of the fast-paced, high-energy entrepreneurial experience * U.S.
citizenship or U.S.
lawful permanent residency required Key Traits for Success:
Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline
Builds respectful relationships with team members; consistently acknowledges and appreciates each member's contributions
Effectively utilizes each team member to his/her fullest potential; motivates team to work together in the most efficient manner
Provides high quality customer service above all else; ensures an understanding between customer and OT and helps provide workable solutions
Tracks and internalizes lessons learned and shares those lessons with team members
Mitigates team conflict and communication problems; provides information that ensures interest and understanding
Promotes innovation, creativity, and effectiveness, always striving for continuous improvement
Grows professionally and personally; eager to acquire new knowledge while demonstrating and promoting OT values and culture Compensation: Competitive base salary plus bonus, 401(k), health insurance, PTO and holidays, and other benefits.
We also offer excellent long-term growth potential in a company that promotes heavily from within.
We are a privately-held, well-established company (founded in 1994) with an excellent reputation, long-term focus, and value system.
If you are interested in this position, please send your resume with salary requirements to . Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Job Type: Full-time
Schurz Communications, Inc.