SERVICE DESK TECHNICIAN I

Razor Technology is expanding the Cloud Services team!

Job Description

We are seeking qualified individuals to expand the Service Desk Team in support of our growing customer base and ever-expanding services in our Managed Services and Solutions Line of Business. Looking for a high-energy Service Desk Technician with a passion for self- betterment, learning, technology and providing technology support services to our customers. The Service Desk Technician Level 1 will primarily analyze and troubleshoot customer support tickets based on standard operating procedures. The ideal candidate will have experience working in a Service Desk environment (Managed Services Provider a plus) focusing on Windows environments and VMware virtual infrastructure in private, hybrid and/or public cloud. Duties will include customer support of installation, integration, configuration, of computers and all manner of peripheral devices.

Required Skills

  • Bachelor’s degree in Information Technology or equivalent demonstrated experience and knowledge.
  • 1-3 years’ experience working in a Service Desk or equivalent knowledge position
  • Excellent interpersonal skills and professional demeanor
  • Excellent customer service, verbal, and written communication skills
  • Strong skills and working knowledge of Windows Desktop Operating Systems, Windows Server Operating Systems, Active Directory, Group Policy, TCP/IP, DHCP, DNS
  • Knowledge of various security methodologies and processes, and technical security solutions
  • Strong analytical and problem-solving skills
  • Enterprise backup solutions: Asigra, StorageCraft, and equivalent
  • Ability to multi-task, prioritize, and manage time effectively
  • Strong attention to detail and accuracy in data entry is important

Desired Skills

  • Enterprise Backup Software and Replication Software Administration
  • Enterprise monitoring tools
  • Scripting languages: PowerShell, Perl/Python, VBScript, command shell
  • Background knowledge in disaster recovery, security frameworks, data security controls
  • Enterprise systems management solutions
  • Ability to create documentation and presentations
  • Working knowledge of VMware Virtual Infrastructure: vCenter, ESXi, vCOPs, vSAN, vCM, vSphere replication, SRM
  • Server hardware knowledge: Dell, HPE, Cisco UCS experience
  • Various storage technologies: (DAS, SAN, NAS), Netapp experience a plus.

Other Requirements

  • Ability to continually increases technical knowledge of assigned technologies and domains and demonstrates application of that knowledge. Achieves appropriate certifications and educational advancements
  • Ability to communicate moderately complex technical concepts appropriately tailored for the audience from vendors and technical resources to technical and non-technical customers Policies, Process and Procedures:
  • Acts in accordance with established guidelines and follows processes and procedures
  • Works with peers, subordinates, management, and customers to build and maintain positive, constructive working relationships despite disagreement
  • Assists others when needed or necessary to achieve
  • Effectively deals with ambiguity, unexpected events, and changing infrastructure requirements
  • Juggles multiple tasks and activities simultaneously
  • Handles and manages technical stress
  • Undertakes activities on their own; communicates status appropriately

Job Responsibilities

  • Receives, prioritizes, responds to and resolves or escalates support requests
  • Manages support requests and ticket queues within the Service Desk ticketing system
  • Expertly manages end-user expectations throughout the support process
  • Fully documents resolutions in the Service Desk Knowledgebase
  • Provides end-user training as needed and encourages the use of self-help resources
  • Provisions network and system access based on organizational and functional roles, IT department policy and established security practices
  • Provisions common Configuration Items, such as computers, mobile devices, printers, phones, etc. in compliance with established Service Desk Standards
  • Participates in an on-call after-hours rotation
  • Provides on-site support leading up to and during new office go-lives
  • Updates Configuration Item, asset management records, to reflect the procurement, assignment, recovery, and retirement of items
  • Assists with VMware implementation designs and administration support
  • Responsible for day-to-day monitoring of alerts, servers, and backup platforms
  • Review log reports and alerts
  • Monitor the completion of server backups and DR testing
  • Assist with configuration and implementation of customer projects

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