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Technical Consulting & Support

Company: Alter Enterrpise LLC
Location: Missoula
Posted on: November 5, 2019

Job Description:

About Alter Enterprise: Alter Enterprise provides complete computer services from design and implementation to administrative support. This allows our clients to focus on running their business. Our technical consultants help our clients develop IT strategies to maximize their staffs' time and productivity. Our team is energetic, enthusiastic, and passionate about our clients' goals. We believe that 75% of our business is creating exceptional customer service by building client relationships and 25% is having the technical expertise to solve their technology pain points. We are looking for customer service orientated technicians to help our clients achieve their goals through innovative technology solutions. These positions require leaders with a positive attitude to demonstrate the strength and responsiveness of our team to our customers, business partners and our internal teams. Position Overview: The primary responsibility of Tier 1 and Tier 2 Techs is to provide delightful technical support to both Alter Enterprise clients and employees. These mid-level and advanced technical positions are for an individual with experience resolving basic, mid and high-level issues both remotely and onsite, handling customer escalations, and an interest in expanding their technical knowledge. Ideal Team Player Functions: Team Functions The ability to keep technical, communications, and business skills current with an emphasis on understanding emerging technologies and their impact on AE customers and their business. Ability to work in a high-pressure dynamic environment and adjust to priority changes is required. Commitment to quality and the motivation and ability to work well in a team environment is required. Exceptional communication skills Ability to thrive in a high-pressure customer environment Effective team building and problem-solving abilities Strong interpersonal and leadership skills Excellent team skills with the ability to form solid partnerships A natural sense of urgency, initiative and a positive team player philosophy to be reflected in daily work ethics; strong problem-solving skills and ability to handle multiple tasks under tight deadlines. Willingness to be hands-on, both answering the phones and resolving tickets in the queue Passionate about customer service and how it can transform businesses Displays good interpersonal skills - is accessible and approachable Strong oral and written communication skills Ability to follow established guidelines, policies and procedures is required. Basic Technical Functions (T1) Fundamental understanding of DNS, Mail Flow, Spam Filtering Proactive monitoring of WAN/MAN/LAN networks using network management systems. Delivery, minor training and installation of patches and hot fixes will be required. Occasion performance or health checks of customer systems will also be required. Replicate customer environments to troubleshoot and resolve problems, file defects etc. Experience supporting different Network Topologies, Protocols and Routing/Switching Experience using network management software, packet sniffing utilities and protocol analysis software. Experience troubleshooting and configuring VPN, IPSEC and GRE tunnels. Experience designing, configuring, installing, supporting Cisco's CM, CME, IPCC and Unity. Experience with Telecommunications infrastructure and VoIP. Fundamental understanding of DNS, Mail Flow, Spam Filtering Open trouble tickets and test with vendors or ISPs. Understands AE's products, capabilities and limitations in sufficient detail to be able to develop offerings that meet customer needs Advanced Technical Functions (T2) Strong understanding of DNS, Mail Flow, Spam Filtering Proactive monitoring of WAN/MAN/LAN networks using network management systems. Delivery, minor training and installation of patches and hot fixes will be required. Occasional performance or health checks of customer systems will also be required Replicate customer environments to troubleshoot and resolve problems, file defects etc. Experienced in supporting different Network Topologies, Protocols and Routing/Switching Work on and implement initiatives and projects including migrations & ADFS migrations for Customers. Working experience with Microsoft Office implementations and experience with ADFS and Directory VM experience and working knowledge of deploying VM environment Experience using network management software, packet sniffing utilities and protocol analysis software. Experience troubleshooting and configuring VPN, IPSEC and GRE tunnels. Experience designing, configuring, installing, supporting Cisco's CM, CME, IPCC and Unity. Experience with Telecommunications infrastructure and VoIP. Experience with support and administration of environments with high-availability and disaster recovery technologies such as clustering and replication Experience with Microsoft Exchange, IIS, Active Directory and MSSQL Analyze and trouble-shoot network communication failures/bottlenecks and escalate issues accordingly. Strong troubleshooting tactics and experience are required to quickly understand an issue as it is reported by the customer, and take actions based on knowledge and experience to assist the customer in finding and resolving the cause. Recognizing "--red herrings' and isolating the issue is essential. Interface directly with customer(s) to resolve network events. Serves as the escalation point for Tier2 Support for questions and complex issue resolution Set-up/create customer environments in ConnectWise/ LabTech. Experience coordinating multiple projects Open trouble tickets and test with vendors or ISPs. Respond to network events, diagnosis and provide analysis for resolution. Lead and mentor Tier 1 Technical Support on Managed Service products and methodology. Assist in technical job training for new hires. Provide information, analysis and/or reports required and requested by service and Sales Manager. In these roles, you should be comfortable as a knowledge and solution center for all things AE and be able to communicate expertise and recommendations to clients and the team. This is an opportunity to make significant contributions to our organization that is committed into bringing innovative technology solutions (supported exceptional customer service) to our clients' daily business operations. Qualifications Required Education/ Experience T1 Positions High School Diploma or Equivalent Three to five years' experience in computer network maintenance T2 Positions BA in Computer Information Systems or similar MCSA: Windows Server 2012 MCITP: Server Administrator (Windows 2008) Some experience with BlackBerry, iOS, Android, and other mobile technologies 7 years of Network Operations Support experience including LAN/WAN/MAN installation, configuration, troubleshooting and maintenance. Preferred Education and Experience - CCNA or similar work experience with willingness to achieve CCNA Here's why you should work for us: Okay, now that you've read all the technical stuff... Looking for a welcoming, upbeat company that supports your professional growth and puts you on the cutting edge of the technology service industry? You should join us We're a fast-growing, innovative team in a well-established company with an unmatched reputation. Besides getting to do work we're passionate about, here are some of our favorite parts about working at Alter Enterprise: Growing company with a family feel Access to professional development Fun office events Entrepreneurial approach and spirit Open workspace promoting collaboration and team learning To Apply Please submit your cover letter and r-- -sum-- -. Alter Enterprise is an equal opportunity employer.

Keywords: Alter Enterrpise LLC, Missoula , Technical Consulting & Support, Professions , Missoula, Montana

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