Job Description
About the position
- Responsibilities
- Accurately document product issues and convey workarounds and fixes to customers.
- Handle escalated customer issues and see problems through to resolution.
- Follow procedures for internal escalation of issues to the appropriate internal teams.
- Document solutions to problems that are known to involve extensive research.
- Develop and maintain a deep understanding of Mobile Video products and services.
- Be available after-hours to provide support to Front Office on a rotational basis (6-8 on call rotations per year).
- Provide inbound phone support as required.
- Travel as needed.
- Requirements
- 3+ years of technical support experience
- Minimum high school diploma or equivalent
- Must be able to obtain background clearance as required by government customer
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
- Nice-to-haves
- Hardware, Software and Networking troubleshooting.
- RAID technologies and Virtual Disks.
- SQL Server queries and updates.
- Windows Server 2008 to current version; Windows Desktop.
- Linux distributions; Red Hat, CentOS.
- Azure Cloud and containers.
- Active Directory, DNS.
- Routers, switches, VLANs, VPN, DHCP, TCP/IP.
- Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.
- Internet protocols and certificates (HTTPS, SSL/TLS, etc.).
- Excellent phone presence required for troubleshooting.
- Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
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