Systems Technician - Kenosha, United States - NetForward

Description

RESPONSIBILITIES

The primary focus of this role is to handle inbound communication from clients and provide the first level of technical support.

This role helps the IT Operations department oversee the IT and business needs of both our SMB and enterprise clients.

Maintain and monitor WAN/LAN, Servers, PC systems, internet/data communication networks, and related peripheral equipment. Provide technical support, troubleshooting and problem resolution to both standard and technical users. Support, database management systems. Coordinate the use of and access to information and maintain data security. Document incident response for tracking and reporting. Document procedures and configurations. Take a hands-on role in applicable hardware/software installations configurations as requested.

Must work well as a team member with a high level of customer service-based communication skills. Will understand and practice company core values. Time management and task prioritization is a necessity. Expected to be willing and motivated to take on new challenges and learn new technologies. Will often work autonomously without close supervision.


CORE COMPETENCIES

Experience with or understanding of the following technologies and concepts is _required_
.(Experience with specific vendors or products in parenthesis is preferred).


Hardware - Servers, Computers, Networking, Storage, (HPEMSA, NetApp), UPS, etc.

Server Administration - Windows, Linux (Azure)

Server Roles - DNS, DHCP, File Services, RDS, Print, IIS, WSUS


Networking - IPs, Subnets, VLANs, Firewalls, Routing, Wireless, Switching, Cabling (Fortinet, Cisco)


Disaster Recovery - Backup and Restore, Redundancy (Datto, Cohesity, MSP360)


Office Productivity Software - M365, Outlook, Teams, Word, Excel, PowerPoint (Project, SharePoint)


Printers - MFP, Desktop


Experience with or understanding of the following technologies and concepts is _preferred_
.(Experience with specific vendors or products in parenthesis is preferred).


Active Directory - Users and Computers, Sites and Services, Domain Controllers, Group Policy


Virtualization - VMware, Hyper-V (vSAN, VCF/SDDC, NSX, Nutanix, Azure)


ERP - Accounting, Time Management, Job Tracking (Syspro, Oracle)

Applications - Engineering, Marketing, Documentation (Solidworks, Adobe)

Telephony - VoIP, Smartphones (Nextiva, bVoip)


Additional skills _required_
.
Must be able to understand, read, speak, and write English fluently.

Must have excellent communication skills verbally and in writing with users of all technical skill levels from non-technical to expert.

Must be comfortable interacting with all management levels of a business from entry level to executives.

Must work well independently, while keeping both client and internal teams informed. Must be able to read, interpret and write work instructions.

Must be able to lift 50 lbs. independently or up to 100 lbs. with a team-lift method for occasional hardware installations/maintenance.

Must be able to lift arms above head occasionally for ceiling wiring or access points.

Kneeling or crouching is occasionally required for onsite desktop support.

Reasonable accommodation can be provided upon request.


EDUCATION/EXPERIENCE

• Two

- or four-year degree or equivalent experience in the field of computer science or information systems are preferred.

• Vendor certifications (Microsoft, Cisco, Fortinet, HPE, Lenovo, Dell, etc.) are preferred.

ABOUT THE JOB

• Full Time, nonexempt position
• Location of the job is primarily a remote, workfromhome position. However, about 2040% of work requires travel to provide onsite support.

Applicants should reside in one of these areas:

• Milwaukee County, WI
• Racine County, WI
• Kenosha County, WI
• Cook County, IL
• Lake County, IL
• Travel is occasionally required for team meetings, assisting the sales team in presentations, providing consultations, or hardware installations/maintenance.
• Shift hours are Full Time, Monday through Friday 8am to 5pm.
• Currently being oncall is required for overnight and weekends. The responsibility is rotated so no one person is on call every week. Oncall shifts typically receive one or two pages at most, if any. Technicians are not expected to stay at their desks the entire time, but must be reachable via cell phone, and have access to their laptop with reliable internet connection during oncall shifts.
• Most hardware will be provided by the company however the applicant must have:
• Reliable internet connection
• Cell phone with reliable service. (Stipend provided)
• Install company tools on cell phone such as Multifactor Authentication, Softphone, O365 tools etc.
• Performance is measured based on client satisfaction, and efficiency resolving tickets or on project work

BENEFITS

• Performance and valuesbased bonuses
• Annual increases available based on company performance and COLA
• Cell phone