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IT Support Technician (Customers, HW, Network, SW)

Expired Job

Ntirety, Inc. Louisville , KY 40202

Posted 4 months ago

Support Administrator (SA) will be primarily responsible for administering end user hosting environments. This position will require a broad and deep knowledge of server hardware and software, virtualization technologies, and advanced knowledge of Internet and networking technologies, as well as full knowledge of all services that Hosting offers to its customers. The SA will also need to be able to learn new software in order to assist clients as needed. They will demonstrate the best in terms of troubleshooting and documenting issues.


  • Have a customer centric and positive attitude towards customer issues

  • Be able to expand their skill sets daily and challenge themselves and their coworkers by working on and solving customer issues

  • Act as a customer advocate

  • Collect and understand the customer's end goals beyond the scope of "break/fix" support

  • Work closely with internal teams on customer impacting issues and escalate when appropriate

  • Serve as a liaison for colocation customers assigned to their support group

  • Compile root cause analysis reports on server incidents

  • Complete software upgrades

  • Setup high availability configurations and troubleshoot them

  • Assist in creating technical solutions for hosting clients such as upgrade and migration plans

  • Work with other staff members to effectively and efficiently solve client issues

  • Assist sales staff with qualifying prospective client technology needs

  • Develop professional relationships with our product partners and understand their escalation procedures

  • Assist in other tasks as assigned

  • Work with other departments as needed

  • Work on internal projects and development as needed

  • Must deliver an exceptional customer experience every day

Qualifications / Required Skills:

  • Excellent verbal and written communication skills

  • Strong interpersonal skills

  • Strong organizational skills

  • Excellent customer service focus

  • A strong troubleshooting methodology

  • Knowledge of Internet and networking technologies

  • Intermediate experience with Linux and Windows Operating systems

  • Basic Knowledge of MSSQL, MySQL

  • Experience with email programs such as MS Exchange and client programs such as Outlook

  • Experience with virtual environments such as VMware

  • Knowledge of Smartermail, IIS, Apache, SSL Management

  • Intermediate Experience with Backup software such as R1 Soft & Commvault

  • Familiarity with internal processes around KB Creation, Bug tickets

  • Intermediate knowledge of Juniper SSG & SRX firewalls

  • Intermediate Experience configuring VPNs

  • Knowledge of Coldfusion Server administration

  • Knowledge of Control panels such as Plesk & cPanel.

  • Ability to work independently or as a team to approach problems creatively and resolve them in an effective and timely manner

  • Must successfully complete probationary period and all training deemed required based on previous experience and management skills assessment.

  • Familiarity with monitoring platforms such as Science Logic and Nagios is an Equal Employment Opportunity / Affirmative Action Employer (EEO/AA).

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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IT Support Technician (Customers, HW, Network, SW)

Expired Job

Ntirety, Inc.