Benefits:

401(k)

401(k) matching

Competitive salary

Free uniforms

Health insurance

Paid time off

Vision insurance

Wellness resources

POSITION SUMMARY

Region 6 is a low-voltage systems integrator. We are seeking an IT and Customer Support Lead to serve internal and external clients. Region 6 is a rapidly growing installation company with an ever-expanding suite of completed projects that we support on an ongoing basis. We deploy our service technicians to sites across the Seattle area to do repairs and maintenance on systems ranging from audio/video to managed networks (Meraki) to surveillance cameras (Eagle Eye) to access control (Brivo) and E/V chargers (Xeal). Almost all of the systems we work on are cloud hosted and live on the network -- experience managing networks is a plus.

If this position seems like a match for your skill, experience, and enthusiasm, we would love to talk to you!

ABOUT REGION 6 SYSTEMS INTEGRATION

Ready to join a team where employees report that one of their favorite things about working here is the people they get to work with? That’s in addition to the incredible benefits and chance to build something together from the ground up. Region 6 Systems Integration is a recipient of the Top 100 Workplaces in Washington award. We are hardworking, positive, fun, highly collaborative, and we lead and adapt to change rapidly. Our goal is to provide the very best service in the industry.

JOB DESCRIPTION

The IT and Customer Support Lead oversees the delivery of support and service to clients and is responsible for meeting the internal IT needs of the company and its employees, as well. This lead will ensure smooth operations, responsiveness to client needs, proactive maintenance, and optimal performance of IT infrastructure while maintaining high customer satisfaction and identifying opportunities for improvement. The IT and Customer Support team currently has 4-6 employees and is expanding. This position reports to the Director of Support.

The IT and Customer Support Lead oversees the entire operation of the support department’s office and field staff, and performs some of same duties including:

Oversee the daily business functions of the Support team

Send and receive client calls, texts, and emails

Resolve and troubleshoot technical problems to resolution

Oversee scheduling service appointments of the Support team

Onboard clients following installs to include creating accounts, tracking return trips, coordination of user training and deliverables such as fobs, as well as maintaining the long-term relationship with the client

Track RMAs, warranty information

Invoicing

Track and report service labor

Maintain and improve CRM maintenance & ticketing system efficiency

Identify and communicate suggested installation improvements within the company from service call data, suggest and implement efficiency improvements and workflows

Process box sales orders and transactions as needed

Deliver information and answer client questions about any company offerings and provide proactive customer outreach such as post-service follow up calls to exceed client expectations.

Coordinate with other departments and locations within the company as needed

Internal IT Oversight:

· Monitor and manage the performance of hardware, software, cybersecurity, systems administration, and data backup

· Proactively identify and address potential risks

· Analyze performance metrics and company needs to identify areas for improvement and implement necessary changes

Team Leadership:

· Lead a team of technical specialists responsible for coordinating and delivering service and support

· Assign tasks, delegate responsibilities, and provide ongoing coaching and professional development and training opportunities for team members

· Foster a positive culture of collaboration and accountability within the team

· Technical Expertise:

· Possess in-depth knowledge of IT infrastructure technologies including networking, servers, cybersecurity, and cloud computing

· Stay updated on systems integration and low voltage trends and emerging technologies to identify potential solutions for clients

· Analyze technical issues, troubleshoot problems, and implement solutions effectively

Required Qualifications:

· Washington State Driver’s License and proven good driving record

· Passing background check results

· Reliable transportation required

· Extensive CRM and ticketing system knowledge required

· Microsoft 365, Apple, and Cisco Meraki certifications a plus

Knowledge, Skills, Abilities and Working Conditions:

· Ability to work in an in-person office setting and remotely; hybrid position with minimum 4 days in-office or on job sites in the greater Seattle area

· Proficient in use of smartphones and mobile devices, as well as apps for accessing, analyzing, and sending information, orders, and reports

· Detail-oriented with strong analytical and problem-solving skills

· Enjoy working in a fast-paced, highly communicative environment

· Strong technical knowledge of integrated systems including cloud-based technology, access control, surveillance cameras, networking, and programming

· Excellent customer service and relationship management skills

· Strong leadership and team management abilities, maintain high level of professionalism

· Strong analytical skills to identify trends and interpret data

· Excellent communication and presentation skills to interact with both technical and non-technical stakeholders

Compensation and Benefits:

· Annual Salary Range: $110,000-$120,000

· Company-issued smartphone & service plan

· Company issued laptop Microsoft Surface Pro or Apple MacBook Air (employee’s choice)

· $250 bi-weekly vehicle allowance

· 401K plan with up to 5% employer matching

· 100% Employer paid medical, dental, and vision insurance.

· $270,000 total life insurance

· Long term disability insurance

· PTO 11 paid company holidays annually plus 10 days PTO (over 4+ weeks paid days annually)