SUPPORT TECHNICIAN – NETWORK OPERATIONS:

POSITION OVERVIEW

The Support Technician – Network Operations team member supports Rasilient Systems Customers, Rasilient Systems Sales Engineers, to resolve technical questions and issues related to installed Rasilient Systems Servers and Storage.

The Support Technician – Network Operations team member performs the full range of technical service duties including but not limited to answering phone calls, emails and tickets while leveraging the ERP/CRM (Expandable, SFDC, and Zendesk) to provide support, order and ship service parts required for repairs. The work includes organizing complex troubleshooting, technical challenges and working with logistics.

Description:

This position serves as the primary technical support contact for Rasilient to the Rasilient customer base.

Technical Support Specialist Responsibilities:

• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Resolving network issues.
• Installing and configuring hardware and software.
• Speaking to customers, who may be non-technical, to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking customers through a series of actions to resolve a problem.
• Collaborates with other employees to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend actions.
• Following up with clients to ensure the problem is resolved.
• Replacing or repairing the necessary parts.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.
• Conducting electrical safety checks on equipment.

Technical Support Specialist Requirements:

• Excellent interpersonal skills.
• Patience in assisting end user customers who are non-technical and be able to explain technical issues to a non-technical audience.
• Excellent written and verbal communication skills.
• Customer focused and action oriented.
• Takes personal satisfaction in helping customers
• Ability to handle off hour support calls
• Ability to work unsupervised / self starter.
• Degree in Computer Science, Information Technology or equivalent experience is required.
• At least four years of related experience required.
• Certification in Microsoft, Comp TIA A+, Milestone, Genetec and Avigilon is advantageous.
• Tier 2+ level networking skills (VLANs, DHCP, DNS)
• Proficiency in Windows OS, Windows Server, 10 and 7.
• Prior experience in tech support, desktop support, or a similar role.
• Experience with remote desktop applications and help desk software.
• Experience with system installation, configuration, and analysis.
• Attention to detail and good problem-solving skills.
• Handling customer technical support cases through phone and email submission
• Creating tech tips, brief documents and reference materials.
• Strong logic, troubleshooting and organization skills.
• Ability to think out of the box.
• Ability to follow directions.
• Maintain client confidence by keeping their information confidential.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times.

Salary is negotiable depending on experience. Rasilient Systems provides a competitive benefits portfolio including healthcare, dental benefits, vision benefits, and IRA.