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Critical Edge

Details:

Job Summary

Manage and maintain client networks according to industry standard best practices.  Investigate, troubleshoot and resolve service tickets in a timely fashion, while providing customers with appropriate status updates on a regular basis.  Clearly and concisely document all work performed in a timely manner.  Create and maintain network documentation for all assigned clients.

Reports To:  Operations Manager or Help Desk Manager

Job Requirements

High School Diploma - Required

Bachelor’s Degree - Preferred

Technical Certifications (MCITP, MCSE, CCNA, VMWare VCP, Network+) Must be certified or working towards

Language Skills - English Required

Technical Skills

•             Excellent troubleshooting skills for servers, firewalls and other network infrastructure devices, to include, but not be limited to, routers, switches, wireless access points, remote access concentrators, etc. 

•             Knowledge of the Microsoft Servers product line and technologies, to include, but not be limited to, Small Business Server, Exchange Server, SQL Server, Sharepoint, Active Directory, DNS, DHCP, WINS, IAS, NLBS and others. 

•             Working knowledge of firewalls, to include, but not be limited to, Cisco ASA/PIX, Watchguard and SonicWall.  Working knowledge of other point products sold and supported, to include, but not be limited to, Barracuda,  Websense.

•             Familiarity with trouble ticketing systems (preferably AutoTask) and remote management tools (preferably LPI).

Physical Requirements - This position requires the physical ability to work on computer equipment.  Frequently the employee will need to lift, carry, and move computer equipment.

Transportation Requirements - This position requires infrequent travel to and from client’s sites.  Employees use their own vehicle and the company reimburses for business related mileage.

Working Conditions - Employee will be working in office environments.

Authority - Employee is expected to make decisions on how best to serve our clients from a customer service and technical point of view.  Employee has authority to pass service tickets to the Helpdesk. 

Responsibilities

•             Meet or exceed all customer SLA’s

•             Meet or exceed all time deadlines and project milestones assigned to you

•             Maintain above average customer satisfaction ratings (gathered from surveys and interviews)

•             Maintain a minimum of 95% customer retention

•             Enter time and billing information on a daily basis

•             Attend all department meetings as required by your supervisor

•             Function as an effective team member of the Technical Services Department

•             Participate in on call rotation

MICHAEL ALLSUP | PRESIDENT

“We are IT for Business”

[ Memphis ] (901) 297-4610 [Jonesboro] (870) 336-0707 [ Cell ] (901) 292-1366

mallsup@CriticalEdgeTech.com| www.CriticalEdgeTech.com


Pay: TBD
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