2-5 years of experience in relevant technologies (VMware, Microsoft Server 2019+, etc.)
Professional proficiency in Spanish
Solid troubleshooting skills and experience
Ability to obtain and maintain Top-Secret Security clearance
Strong communication and listening skills
Familiarity with customer service principles
Responsibilities
Deliver customer service and support via phone, remote connection, or Internet
Process inquiries and resolve customer issues
Diagnose and fix technical hardware and software problems
Adhere to Standard Operating Procedures for issue resolution
Log issues and resolutions in the ticket system
Maintain communication with customers throughout the service process
Travel up to 30% CONUS and OCONUS as needed
Benefits
Hybrid work environment (Onsite & Remote)
Opportunities for professional development
Potential for discretionary bonuses
Exposure to a variety of technologies and systems
Engagement in a fast-paced, 24/7 support environment
Full Job Description
PRIMARY DUTIES
Deliver service and support to customer end-users using via call distribution phone, remote connection and/or over the Internet.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Diagnose and resolve technical hardware and software issues involving a wide array of technologies
Follow Standard Operating Procedures to resolve customer issues, both as first call resolutions and by working with other JSI groups when necessary.
Escalate issues which cannot be resolved to management and to other JSI groups.
Enter issues and fixes into the ticket monitoring system.
Work issues and service requests as assigned.
Maintain contact with customers as needed.
Stay current with system information, changes and updates.
Ability to travel CONUS and OCONUS up to 30% of the time
ESSENTIAL REQUIREMENTS
Possess a positive customer-centric attitude.
Professional Spanish language proficiency.
Possess 2-5 years of experience with at least three of the following skillsets (listed in order of preference)
VMWare
Microsoft Server 2019+
Linux
Active Directory
Powershell
Kubernetes
MSSQL
Cisco ASA
Layer 3 switches (Dell, Cisco, HP)
DELL SAN
DELL Server Hardware [T and R Series]
Network Administration;
TCP
LAN
WAN
Subnetting
Proper phone and email etiquette.
Ability to speak and write clearly and accurately.
Effective listening skills.
Ability to follow provided procedures.
Knowledge of relevant software computer applications and equipment.
Knowledge of customer service principles and practices.
Solid Troubleshooting experience and fundamentals.
Ability to work independently or with a group.
Work on-call support on a rotation or as assigned.
Work in a 24/7 environment and willing to work critical issues until resolved. which could be outside your normal hours.
Ability to multitask and stay organized.
Secret clearance required.
Must be able to obtain and maintain a Top-Secret Security clearance
PREFERRED SKILLS
Bachelor of Science in Computer Information Systems, Computer Science or a similar discipline
Current Industry Certifications (such as):
MCSE Server Infrastructure 2019+
Linux
VMWare
CISCO
A+
Networking +
Security +
WORK CONDITIONS
Hybrid (Onsite & Remote)
The anticipated salary range for this position is $95,000 - $160,000 annually. Actual compensation will be determined based on a variety of factors, including, but not limited to, the seniority level (junior, intermediate or senior) at which the position is filled, education, relevant work experience, industry experience, technical skills, certifications, and internal equity.
The posted salary range reflects the Company's good faith estimate at the time of posting and may be modified as business needs or market conditions change. Additional compensation in the form of discretionary bonuses may be available.
