Posted on: April 8, 2021
Key Accountabilities:The Support Technician III is responsible
for providing technical support to clients by resolving various
customer service issues a day. A commitment to excellent customer
service is demonstrated by being purpose driven, providing
personalized support and executing with tenacity. You will be
empowered to leverage Integritek's ticketing platform and
dashboards to manage your ticket queue and will work in a team
environment to enhance your knowledge and that of your teammates.
Successful candidates enjoy customer service-oriented support,
possess knowledge across a wide range of technical topics, and
thrive on finding solutions to technical issues in a fast-paced
environment. Must be self-motivated, possess a sense of urgency and
demonstrate critical thinking skills.
Essential Knowledge, Skills, and CompetenciesTo successfully
perform in this role, an individual must consistently demonstrate
the following abilities:
Purpose DrivenSeek to overcome challenges and accept failure as an
opportunity for improvement.Demonstrate and communicate a tenacious
commitment to resolving the issue through attentiveness and
patience.Proactively anticipate client needs by thinking '10 steps
ahead': diagnose 'root causes' versus treating symptoms.Embody the
Integritek brand by building productive relationships built on
trust, patience and results.
Personalized SupportDevelop an in-depth knowledge base of client's
technical infrastructure, culture and communication preferences.
Keep customers informed of progress, changes and solutions in a
timely and effective manner. Maintain client specific documentation
in Integritek's systems according to standards and
specifications.Handle surprises by acting cool under pressure and
use positive language to de-escalate situations.
Tenacious ExecutionRespect the client's time and that of your team
by efficiently exploring solutions and escalating when appropriate.
Self-motivated to solve the issue and can act independently to
prioritize and manage multiple issues at a time.Insatiable appetite
and willingness to learn through personal development and training
opportunities. Flourish in a fast paced, deadline driven
environment with teammates who are results oriented and fast
Technical Knowledge & SkillsThis candidate will be expected to
diagnose and resolve technical issues across a variety of hardware,
software, and networking topics including but not limited to:Remote
& onsite support experienceWindows & Mac Operating Systems Windows
& Linux Server Operating SystemsDesktop applications and Encryption
technologies (Bitlocker, Symantec, etc.)Microsoft Active Directory,
SQL Server, Remote Desktop Services, and ExchangeVirtualization
technologies (VMWare, Hyper-V, etc.)Storage, Disaster recovery &
Backup solutions (Datto, Veeam, etc.)Network protocols (TCP/IP,
DHCP, DNS, etc.)Networking and configurations (Switching, routing,
firewalls)Web technologies (XML, HTML, IIS, CSS)Office 365, Azure,
AWS, and G-Suite administration.Mobile Device Management
administrationScripting knowledge and syntax (PowerShell, Batch,
SQL)Identity Provider/Multi-Factor Authentication service
administrationVoIP phone systems
Experience & EducationPreferred certifications include MCSE, CCNP,
VCP but are not required7+ years of experience in a technical
support, help desk, network support positionDegree valued but not
Other ExpectationsA general understanding of our industry is
expected; familiarity with IT management consulting services is
helpful. Adherence to all job-related practices, policies, and
procedures.Reliable transportation and current auto insurance to
travel for onsite customer support. Constant, quick, and accurate
use of a personal computer, automation systems, and office
Core ValuesPersonal Excellence - You nerd out on developing your
industry skills and knowledge and are hungry to learn. You are
coachable and self-reflective in your skills and ability.
Indomitable Spirit - You are self-motivated and creatively
resourceful. Determined to find the right solution.Solutions
Oriented - You are empathetic and pragmatic in searching for
solutions. You use data to drive your decisions. You act both
decisively and are timely in your response.Team Player - work with
others collaboratively to breakdown silos in a positive way to help
guarantee project success. Always eager to help, you are
communicative and respectful in all matters.Integrity - You know
how to set goals for yourself and you hold yourself accountable.
You are reliable, transparent in your actions and are trustworthy.
Honest, you do what you say you will do.
Keywords: Integritek, Austin , System Administrator, IT / Software / Systems , Austin, Texas
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