Our company is a business-side ISP. We do web hosting, networking, colo, and VoIP services.
TITLE: Support Technician, Level 1 FLSA: Exempt
IMMEDIATE SUPERVISOR: Shift Manager, Technical Support
DEPARTMENT: Technical Support UPDATE: 01/04
Responsible for providing round-the-clock monitoring and management of AOI’s facilities and network as well as assisting customers with networking and hosting problem resolution. These are shift positions that may require weekend and holiday commitments. Individuals need to be highly motivated, dependable, and have a desire to “take ownership” of their duties to help the company grow and succeed.
Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision.
Principle Duties and Responsibilities
1. Facilities Access Control.
2. Asset/Inventory Management.
3. Critical Systems Monitoring/Reporting.
4. Trouble Tickets Processing.
5. Event Escalations.
6. Logistics Support.
7. Routine/Scheduled Event Processing.
8. Network troubleshooting.
9. Hosting (UNIX and Windows) troubleshooting.
10. Email and DNS support.
11. Other duties as assigned.
Knowledge, Skills, and Abilities Required:
Ambition to advance. Aptitude to learn and adapt. Good work ethic. High attention to detail and ability to spot patterns. Independent work. 24x7 availability. Internet experience. Desire and willingness to perform non-routine duties. Ability to follow direction of management. Ability to work well in a team environment. Familiarity with Microsoft based workstations. Awareness of, and respect for, proprietary information. Adherence to security procedures. Basic networking skills. Strong written and verbal skills. Strong listening and interpretation skills. 1+ years of help desk/support and/or customer service experience.
The above declarations are not intended to an "all-inclusive" list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job, and be a reasonable representation of its activities.