Guidant Partners Career Opportunities

Technician (Level II - Support Team)

Description

The Support Team Technician role provides remote support and onsite support as needed for Guidant Partners' client infrastructures. This individual role performs analytical, technical and administrative work efforts escalated from NOC team such as; installation, documentation, remediation, preventive maintenance, and administration of all infrastructure components and software (servers, data network devices, security devices, end devices).

Responsibilities

Strategy & Planning

• Develop standards and procedures that outline how problems are identified, documented, assigned and corrected in a manner that is scalable, auditable, and utilizes automation.
• Devise and deliver solutions to enhance quality of service and to prevent future problems.
• Stay abreast of new technologies and stay current on technology technical certifications.

Operational Management

• Respond to service tickets; diagnose and correct equipment/service/system failures and malfunctions.
• Manage ticket assignments in defined SLA timeframes and maintain defined appropriate consistent client update communication of problem resolutions. Balance a variety of tasks.
• Abide by escalation policies and procedures.
• Make recommendations for any system reconfigurations (minor or significant) based on request and/or problem trends.
• Develop and implement end user training programs/documentation to increase computer literacy and self-sufficiency. Develop communication of help sheets, usage guides and FAQs for end users.
• Coordinate vendor servicing/support for clients.

Position Requirements

Knowledge & Experience

• Minimum 4 years service desk/dispatch experience
• Knowledge and hands-on experience with administration, troubleshooting and issue remediation of; Small Business Server, Microsoft Exchange, SQL, DNS/Active Directory structure/policies/user profiles, Terminal Services, Anti-Virus software, data networking and security equipment, data backup solutions, OS/Equipment upgrades/migrations, WSUS-Patch management, network equipment (firewall, switches, routers), VPN connections, SPAM solutions,
• Skilled in workstation/server; diagnostic utilities, best practice analyzers, script automation, best practice configurations
• Knowledge of service ticket operations and support (Connectwise helpdesk application and Zenith network monitoring application a plus
• Microsoft and hardware certifications a plus

Personal Attributes

• Self Disciplined
• Energetic, highly self-motivated
• Ability to multi-task and work in a team environment
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills
• Ability to present ideas in business-friendly and user-friendly language
• Dependable/reliable
• Keen attention to detail
• Team-oriented and skilled in working within a collaborative environment

Work Conditions

• Professional attire required
• 24x7 on-call rotation schedule (approx. 1 week a month)
• Night and weekend work required for client disruptive work efforts
• Local travel to client sites will be required, must have own dependable transportation