SCALABLE OS CORP.
JOB RESPONSIBILITIES Provide expert technical support and remote help desk services to company clients, per Service Level Agreement requirements. Work directly with vendor contacts to troubleshoot complex issues impacting client environments. Investigate resolved issues to identify and implement improvement plans relating to processes or technical limitations. Conduct Root Cause Analysis to prevent issues from reoccurring. Review current systems and make technical/process recommendations for improving efficiency. Act as a mentor and technical support advisor for team by assisting with escalated issues. Provide troubleshooting, coaching, and training for team members to enhance ability to handle similar situations in the future. Identify reoccurring issues in client’s environment and proactively provide recommendations to improve efficiency, performance, and reliability of client’s network. Maintain client documentation. Perform technical reviews to verify that client’s technology aligns with what company can support and provide approval of customer’s technology set. Stay up to date with relevant state-of-the-art technology, equipment, and/or systems. Maintain documentation and comply with service administrative procedures on a timely basis to include entry. Maintain call center expectations. Attend required company and department meetings. Act in accordance with company policies and procedures as set forth in the Employee Handbook. Perform other related duties as assigned. Qualifications Minimum 8+ years of previous related experience required. Subject matter expert with several of the following systems: AD Connect, Hyper-V, RDS / RDP, VMWare / VDI, Radius, Duo, Azure, M365, Intune, Autopilot, Teams, FSLogix, Citrix. Solid understanding of the network operating systems, applications, and services found in a client environment. Proficiency with business collaboration tools such as MS Office applications and Visio. Communication – Must possess strong communication skills in working with technical and non-technical people, and the ability to develop and maintain collaborative relations among all levels of an organization. Commitment – This is needed to see a project or task from start to finish. Showing that you are a hard worker, committed to your job, and improving yourself, shows you can take something on and finish it. Initiative – Being able to demonstrate you can handle problems on your own and deal with them. Not waiting to be told what to do when you see a problem. Confidence – When you are assured of your own ability, it shows you may need assistance for the tough situations that can arise. Collaboration The ability to work with others on a combined task, make contributions to the task, and share the responsibility of the outcome. Time Management – Your ability to prioritize several tasks and keep them running simultaneously (multitasking). Also being able to recognize and respond to changing priorities to meet deadlines. Enthusiasm – You need to be able to motivate yourself. Change Champion – Be adaptable and open minded to constant change, stay optimistic, and drive for continual improvement. General knowledge of virtualization, network systems, SAN technology, storage, applications, operating systems, servers, remote access protocols, and authentication. Nice to have Licenses and Certifications Current high level industry recognized certifications including one or more of the following: CCNA, VCP, MCSE (Microsoft Certified Systems Engineer), CCP (Citrix Certified Professional), EMC-PE, EMC-IE or BCNE. JOB REQUIREMENTS Should be willing to accept a long-term work-from-home arrangement. Should be amenable to a permanent day shift schedule.
SCALABLE OS CORP.
