Position 2710
Technical Support Professional

We are searching for an experienced Technical Support Professional to join our client's customer support team.

In this role, you will provide technical support at a cloud hosting facility that services small to mid-sized companies. This will be mostly Tier 2 and above support.

Hours are Monday through Friday, 10 AM to 7 PM.

Genesee County, MI.

$45K to $60K commensurate with experience

Please note that all personnel are eligible for a 5% annual merit bonus paid quarterly, up to 3.5% 401K contribution, PTO, paid holidays, medical insurance and more.

  • Minimum 3 years of experience with client support work, preferably in an IT/technology firm
  • Ability to troubleshoot and resolve a wide range of customer support issues from basic to complex, including but not limited to: backups, patching, imaging, permissions, and working with Windows and Linux servers
  • Experience with Network/System Administration
  • Understanding of VMWare
  • Scripting experience such as PowerShell, Bash, or Python, and an interest in automation
  • Able to participate in an on-call rotation (typically a one-week on-call rotation once every several weeks)
  • Passion for delivering superlative client service and attaining the highest levels of client satisfaction
  • Valid driver's license and reliable transportation

  • Associates degree or relevant technical certifications
  • Experience configuring or troubleshooting firewalls would be a plus

  • Provide professional and friendly support via telephone and electronic help desk
  • Participate in a daily queue-watching rotation to make sure that no request goes unnoticed
  • Perform scheduled maintenance tasks
  • Follow a well-established escalation procedure in the event of a service outage
  • Manage client communications including sending out maintenance notifications and reminders

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