Job Description

GENERAL NARRATIVE DESCRIPTION:

This position performs the duties involved in computer technical support. These duties include responding to support requests from customers and the ticketing system. Requests will involve computer setup & configuration, hardware & software troubleshooting, following inventory procedures, some end user training, and communication with vendors for product research and support. This person must be organized, have knowledge of Microsoft Office/Operating Systems, VMware, Active Directory/Group Policy and comfortable learning new technology skills as required. The Network Administrator will work with the entire company staff as well as Alura’s external customers. This position is required to take part in an on-call rotation and may be dispatched to customer sites to complete on-site work as needed. Some evening and weekend work may be required for special events.

We are seeking a candidate who can think quickly on their feet and is, adept at working around traditional parameters to develop solutions for our technical problems. A track record demonstrating initiative and execution are vital characteristics for any candidate pursuing this role.

RESPONSIBILITIES AND DUTIES:

TECHNICAL

1. Aid customers with software and hardware problems; and resolve by email, phone or in person, to their ability while escalating as needed.

2. Diagnose and troubleshoot computer and related computer hardware/software.

3. Prepare new systems for installations.

4. Monitor support ticket queue for support requests and voicemails, liaise with other technology teams to redirect tickets where applicable.

5. Perform OS and software updates as needed.

6. Perform RMA research and completion as requested.

7. Answer support phone calls, work tickets and document issues via in-house CRM.

8. Perform routine maintenance on computers as needed for support issues or schedule a time for maintenance.

9. Research hardware & software product availability, as requested by management.

10. Handle multiple tickets simultaneously.

11. Work as a team player that assists in all aspects of the company upon request.

12. Occasional on-site support at any of Alura’s customers.

13. Use the established CRM system to monitor and track projects and technical support issues.

14. Assist in obtaining and preparing data for decision-making, planning and evaluation.

15. Maintain and assures confidentiality of data.

16. Prepares and maintains appropriate written documentation for systems, infrastructure, and maintenance logs and procedures, write procedures, use knowledgebase and have good documentation process.

17. Performs other duties as assigned by the supervisor.

ON-CALL

1. Respond to after-hour customer emergency calls generated by company answering service.

2. Perform after-hours maintenance as scheduled by system or other technicians.

3. Review daily backup, update and maintenance logs generated by Asset control platform.

4. Review alerts generated by customer equipment reported by Asset control platform.

5. Be part of overflow call queue during week of on-call.

SUPERVISES: None

EXPERIENCE: 1-3 years of directly related experience. Excellent troubleshooting skills. Good communication skills (written, oral and listening). Strong multi-tasking skills. Must have ability to work independently as well as be a team player.

EDUCATIONAL BACKGROUND: Minimum of Associates Degree strongly preferred.

Experience with office operations, general Windows OS and Microsoft Office products required.

PREFERRED KNOWLEDGE, SKILLS, AND PERSONAL QUALIFICATIONS:

1. Ability to support hardware and software by phone and in person.

2. Provide end user technical support and troubleshooting with network attached equipment such as Smartphones, Laptops, iPads, etc.

3. Knowledge of MS Operating systems - Windows Desktop OS / Windows Server 2008-2016

4. Basic knowledge of Microsoft Active Directory, Group Policy and Domain support.

5. Basic Understanding of hardware virtualization techniques via use of VMware/Citrix.

6. Comfortable calling vendors and external Tech Support and escalating issues if needed.

7. Ability to work effectively with a wide variety of individuals and groups.

8. Ability to work independently.

9. Good, clear verbal communication skills.

10. Strong problem-solving skills.

11. Good organizational skills.

12. Reliable and Dependable.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk and hear. The employee is occasionally required to walk; use hands to finger, handle, or operate computers, objects, tools, or controls; and reach with hands and arms.

The employee is also occasionally required to lift and carry materials up to 50 pounds in weight. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Company Description

At Alura Solutions we bring a professional, leading edge IT perspective to small and mid-sized businesses. That was our business model when we began over a decade ago, and it continues to be our exclusive business. What we've found over hundreds of client engagements is that smaller companies rely on information technology just as heavily as major corporations do, but their IT systems rarely perform at the same level. We remedy that situation affordably.