IT Support Technician

IT Support Technician

Job Description

The position will be mostly remote and the candidate must reside in Wisconsin.

Description:

The client is looking for one Technician III
The client is currently recruiting a Technician III position to provide multi-tier computer, application, and network technical support and consultations for remote and onsite requests.

This includes network infrastructure, security, cloud services, and on-premises solutions.

Position Summary
The Technician III is a key role providing multi-tiered support for customer-facing applications, infrastructure, and services in DAIT’s distributed environment. The scope of this role requires broad and frequent interactions with customers and requires strong technical knowledge, problem solving skills, and excellent service and communications skills. Additionally, this position works with secure networking technologies and systems, network and server infrastructure, and vendor-based Internet services. This position requires knowledge of desktop and application support technologies and practices, networking hardware and connectivity standards, knowledge of information security practices, and core infrastructure components required to maintain and secure client systems. The core components include productivity applications, routers, switches, servers, UPS devices, computers and printers.

Experience:
REQUIRED

At least 5 to 7 years of experience in a customer-facing, multi-tier, technology support role.
Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications.
Experience resolving tickets on first call and when required, following established escalation practices.
Experience with remote support technology tools (screen sharing, voice, chat, etc.)
Experience providing diagnosis, problem resolution, and support for enterprise applications and systems.
Experience establishing and building support workflows and diagrams based on team and customer requirements.
Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers.
Experience supporting computers, printers, networks, servers, and equipment in security compliant data centers and offices.
Experience with security frameworks and their application to networked environments.
Experience developing and maintaining a service calendar.
Experience in non-prime shift, on-call technical support as needed.
Strong interpersonal skills and the ability to work with limited supervision in professional office settings as well as virtually on a team.
The ability to meet and maintain the client’s fleet car rental requirements.
Strong written and oral communication skills.
Ability to lift 50lbs

STRONGLY DESIRED
Experience working on project-based teams that follow Agile methodologies.
Experience with or knowledge of legacy and modern technologies, enterprise-level system design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications.
Experience in project management and its associated practices.
Experience with inventory management and planning cycles.
Experience with vendor management with ordering and warranty support.


Knowledge, Skills, and Abilities:
Serve as a point of contact for customers seeking multi-tier technical assistance over the phone, through email, or through the ticketing system.
Perform remote support as required to resolve the customer’s request.
Manage support tickets in a timely manner, documenting all related work and providing status updates.
Develop and modify knowledge base articles that are related to provided solutions.
Collaborate with technical teams to plan, install, maintain, and recover network, server, and other infrastructure equipment in DA offices and the data center.
Monitor and resolve network and systems connectivity, performance, and security issues to improve reliability and compliance.
Develop and maintain diagrams, procedures, and documentation for the proper use and support of the client office infrastructure.
Implement infrastructure performance and security improvements based on customer feedback.
Collaborate with team members to audit system security to maintain regulatory and policy compliance.
Establish and maintain effective working relationships with team, customers, vendors and all others using principles of excellent customer service.

Project details: The scope of this role requires broad and frequent interactions with customers and requires strong technical knowledge, problem solving skills, and excellent service and communications skills. Additionally, this position works with secure networking technologies and systems, network and server infrastructure, and vendor-based Internet services. This position requires knowledge of desktop and application support technologies and practices, networking hardware and connectivity standards, knowledge of information security practices, and core infrastructure components required to maintain and secure client systems in local DA office environments.


Required Skills
Experience in a customer-facing, multi-tier, technology support role (5-7 years)
Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications. (5-7 years)
Experience providing diagnosis, problem resolution, and support for enterprise applications and systems. (5-7 years)
Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers. (5-7 years)

Preferred Skills
Experience working on project-based teams that follow Agile methodologies.
Experience with or knowledge of legacy and modern technologies, enterprise-level system design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications.



Top required skills:
At least 5 to 7 years of experience in a customer-facing, multi-tier, technology support role
Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications.
Experience providing diagnosis, problem resolution, and support for enterprise applications and systems.
Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers.

Nice to Have Skills:
Experience working on project-based teams that follow Agile methodologies.
Experience with or knowledge of legacy and modern technologies, enterprise-level system design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications.



Notes:
The position will be mostly remote.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status