Cyber Advisors

We are seeking individuals who take initiative, who are self starters. If you are curious, passionate and strive to do your best, you will want to give us the opportunity to share our plan for this role in our growing organization. We are taking applications for openings on our service team right now!

ROLES + RESPONSIBILIES:

• Receive escalated tickets and assist Level 1 techs

• Install, support and troubleshoot software and hardware

• Gather technical information for Engineer or on-site escalations

• Maintain internal knowledgebase and ticketing information on an ongoing basis

• Primarily responsible for customer interaction and management of infrastructure services

• Answers inbound customer requests

• Assist with maintenance of customer service SLAs

• Work with senior level admins to determine and resolve high level problems

• Management of production infrastructure hardware/software and related technologies

• Identify & troubleshoot server configuration and/or performance irregularities

• Develop procedures to respond to these irregularities in a timely manner

• Ensure infrastructure is properly monitored

• Infrastructure alerts are addressed in a timely and thorough manner

• Oversee the execution and completion of assigned tasks

• Document and improve existing processes

POSITION REQUIREMENTS:

• Minimum of 2 years of hands-on experience

• Network experience

• Proven track record identifying and championing appropriate new technologies

• Strong knowledge and experience in server, network and applications, and problem resolution

• Proficient with managing and prioritizing multiple projects

• Strong communications skills and ability to impart information about technology to clients

• Advanced troubleshooting skills of familiar and unfamiliar technologies alike

• May troubleshoot unfamiliar products through the vendor or online documentation

• Innovative and able to think out of the box

• Excellent written and verbal communication skills including interpersonal / customer service skills

• Superior analytical and problem-solving abilities with keen attention to detail

• Exceptionally self-motivated and directed with the ability to set and manage priorities judiciously

• Reports to a supervisor

EDUCATION + CERTIFICATIONS:

The successful candidate will hold:

• Education: MCSA or two-year college degree in Information Technology; or equivalent experience.

• The Cyber Advisors Service Desk is not an entry level position and will require a combination of skills and experience for consideration.

• Two or more years related experience with helpdesk/desktop support in a professional environment

• Call center or client-facing experience