Job Details
Tigunia has an incredible opportunity for a System Technician in our first response team. We are looking for an enthusiastic, client-focused, empathetic, personable, self-driven candidate for this role. The System Technician is part of the managed services group of Tigunia, which handles end user support request, initial triage of issues, client endpoints, network & server patching, monitoring, alerting, related break fix support and remediation for a wide variety of customers ranging from small to enterprise companies.
In this role, one will interface directly with customers and their systems and collaborate with internal teams to complete objectives. This is an active, hands-on role which relies on problem solving capabilities and self-reliance. Team members in this role will be expected to be able to provide more advanced systems administration and troubleshooting, while acting as a supporting or escalation resource for other team members. This position requires the ability to prioritize disparate support requests and juggle those requests against some project load.
We expect each of our platform team members to take to heart and embody our core values to produce results, solve your problems with a sense of urgency, treat clients and co-workers with respect, and foster long-term relationships. The right candidate for this role will also demonstrate these critical attributes:
- Deliberate in Action; know the expected outcome. Every action should either gain more information for you or solve the problem. Do not just guess to reboot
- Detailed in Triage; know how to unpack an issue so that others can understand, or you can understand it better. (Listing out what is known on an issue/ providing good escalation notes when needed or notating the details of a case succinctly)
- Diligence in Operation; consistency in tasks and upholding standards, including maintenance, patching, client support, and doing it all with a smile
Benefits:
- Competitive salary
- Health insurance for yourself and your family 100% employer paid for employee and 50% employer paid for dependents
- Dental and Vision insurance for yourself and your family 100% employer paid for employee and dependents
- Life/AD&D Insurance for yourself 100% employer paid and covers 100% of your salary
- Short Term Disability for yourself 100% employer paid and covers 60% of your weekly salary up to $1,750.00
- Long Term Disability for yourself 100% employer paid and covers 60% of your monthly salary up to $6,000
- 401k with 4% match
- Flex-time and paid time off to promote a healthy work-life balance
Technical Duties:
- Understand and follow defined standard operating procedures
- Deploy system patches in accordance to defined SOPs.
- Review and audit alerting from core tools
- Adjust monitors and scripts to match expectations, increase visibility and reduce noise
- When appropriate, escalate issues quickly and efficiently to solve problems.
- Issue problem, change, and request tickets when necessary for both Infrastructure and customer environments
- First point of contact for client users assisting with training, answering questions related to process/procedure, and performing break fix support
- Responsible for ensuring installs, capacity checks, testing and close out of customer requests are completed in a timely manner
- Other tasks as appropriate fit
Operational Duties (Recurring Expectations):
- Proper documentation of all work in IT Glue.
- Enter all phone calls or emails into the case management system for each case actioned
- Enter time for each actioned case or project task daily.
- Respond to owned cases within applicable SLA in accordance with department procedures.
- Follow up on all assigned cases daily (unless in a status indicating a wait)
- Document inbound support requests with the CMS (Case Management System) in detail before escalating to higher resource
- Use CRM home dashboard to ensure assigned case and project workload is getting actioned
- Ensure clients are consistently communicated through cases on a regular basis
- Availability and responsiveness when participating in an on-call rotation
- Must work some holidays and have the flexibility to work extra shifts as required by management
- Perform written and verbal turnover of open issues/upcoming maintenance at the end of each on-call shift.
- Other duties as assigned
Job Requirements
- Minimum of 2 years of related experience preferred
- Must work some holidays and have the flexibility to work extra shifts as required by management
- Experience with LAN/WAN networks
- Thorough knowledge of computer systems and IT components
- Knowledge of internet security and data privacy principles
- Candidate must pass background check
- Must have office space and broadband internet for remote work
Physical Requirements
- The ability to speak clearly, to hear and understand at a normal conversational level, and to receive detailed information through verbal communication
- Ability to sit for long periods of time
- Close visual acuity to perform an activity such as: developing material; viewing a computer terminal; extensive reading
- Full range of hand and finger motion with ability to proficiently use a keyboard, mouse, and phone
- Ability to perform repetitive motion (keyboarding, mouse, phones)
Tigunia provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors