Careers in IT

Description:

As a Systems Engineer with OrLANtech, Inc., you will be a point of escalation for technical issues unable to be resolved by the Help Desk team for reasons of difficulty or the requirement of an onsite presence. As such, this position demands expertise in computer/network hardware and software troubleshooting/repair as well as customer service skills. You will also be individually responsible for the technical account management of several businesses as a Primary or Secondary Technical Account Manager; this includes regular maintenance, documentation, project engineering & general upkeep.

Our Systems Engineers regularly interface with the following technologies, including but not limited to: workstations, servers, printers, switches, routers, firewalls, misc. vendor specific hardware and software, Windows desktop & server OS, Microsoft Exchange Server/Office 365 Email & Productivity Suite, Windows Active Directory, Print Services, Terminal Services and Hyper-V roles, as well as VMWare ESXI 5.5 and later.

Responsibilities:

• General/Basic:
  • High School Diploma or Equivalent
  • 5 Years Minimum IT Professional Work History/Experience, specifically related to many or all of the following:
    • Microsoft Core Workstation & Server Operating Systems as well as Server Roles & Applications
    • Apple/Mac Operating Systems & Hardware
    • PC/Server Hardware Technologies, Repair & Maintenance thereof
    • Virtualization; Hyper-V/VMWare
    • Network Printing
    • Active Directory, DNS, DHCP
    • Group Policy
    • Email, Exchange/Office 365
    • Customer Service & Support
    • Help Desk/Call Center Service & Support
    • Project Management/Engineering
    • IT Field Service Technician
  • Participation in On-Call Rotation
  • Professional, Accountable, Responsible, Pays Attention to Detail
  • Excellent Written & Oral Communication Skills, Including Typing Proficiency
  • Time Management, Highly Organized and Efficient in a Fast-Paced, Highly Fluid, Multi-tasking Environment
  • Receptive, Responsive & Positive Individual
  • Self-Motivated and able to Educate on Any Topic at Any Time to Support Problem Solving & Technical Resolutions
  • Advanced Technical Proficiency Diagnosing, Troubleshooting & Repairing IT Computer, Server & Network Systems.
  • Advanced Knowledge & Understanding of Networking Topologies; WAN and LAN connectivity, routing, switching, VLAN, port forwarding, firewalling & security
  • Maintain & Improve Client & Internal Documentation
  • Able to thrive in a Team Environment and Communicate Constructively & Effectively
  • Document Internal Processes and Procedures Related to Positional Duties and Responsibilities
  • Responsible for Entering Time and Expenses Promptly & Accurately
  • Manage a Daily Schedule that has Primarily Been Established Through the Dispatch Process
  • Document ALL Work Performed as Details Within Service Tickets
  • Continual Self-Education, Staying on top of IT Industry Standards, Emerging Technologies, etc.
  • Able to Absorb, Understand & Master Service Offerings Provided by OrLANtech as well as Technical Tools
• Advanced/Exceptional Qualifications/Experience:
  • 2-4 Year Degree in IT Related Field
  • Managed Services (MSP) Work History
  • Windows Active Directory Domain Migration Experience
  • Microsoft Windows Exchange Server Migrations (On-Prem & O365) Experience
  • Microsoft Professional Certifications
  • Firewall Certifications/Experience
  • Advanced Knowledge of VoIP Technologies
  • Experience with ANY PSA/RMM Systems
  • Technology or Project Related Certifications

Description:

The Computer Systems Technician is responsible for handling all setup and configuration of new hardware/software as well as trouble-shooting existing customer owned systems and OrLANtech owned managed services equipment. This will primarily involve hands-on IT Support of hardware, imaging of systems, data backup/recovery, and asset management. Additionally, as time permits, the Computer Systems Technician will assist our Help Desk with 1st level support of service requests. This support relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.

Job Duties:

• Responsible for managing new computer setups for clients.
• Analyzes and repairs hardware and software malfunctions.
• Responsible for both picking up and dropping off equipment for clients.
• Backup & Data Recovery for systems requiring maintenance and/or repair.
• Maintain cleanliness of bench work area, as well as stock room.
• Operating System imaging, organization, upkeep, and deployment, as it relates to our Backup Disaster Recovery (BDR) devices, and client specific images.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or status of tickets and repairs.
• Detailed internal communications and graceful/timely handoff of hardware and tickets to expedite deployments and/or escalations, working with Service Coordinator as needed to ensure proper handling and routing.
• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Basic remote access solution implementation and support: VPN and Remote Desktop Services.
• Continue education and personal growth on subjects related to responsibilities.

Responsibilities:

• Work with the Service Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
• Document internal processes and procedures related to duties and responsibilities.
• Work through a daily schedule in ConnectWise primarily off the Bench Board.
• Create and update configurations in ConnectWise, as needed.
• Responsible for entering time and ticket notes in ConnectWise as it occurs. Enter all work as service or project tickets in ConnectWise, detailing client work throughout the week.
• Complete time and expense entry at the end of the day and submit time and expense sheets promptly at end of pay period.
• Learn and use the available OrLANtech tools to better support our customers.
• Arrive early or on time for all in-house and customer facing meetings and conference calls as well as firm time on-site appointments.

Knowledge/Skills/Abilities:

• Ability to multi-task and adapt to changes quickly.
• Self-motivated with the ability to work in a fast moving environment.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Typing skills to ensure quick and accurate entry of service request details.
• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Ability to work in a team and communicate effectively.
• Improve client service, perception, and satisfaction.

Description:

The Technical Support Analyst is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Job Duties:

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Support of disaster recovery solutions.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support: VPN and Remote Desktop Services.
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.

Responsibilities:

• System documentation maintenance and review in ConnectWise.
• Communication with customers as required: Keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Work with the Service Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
• Escalate service requests that require next level support.
• Responsible for entering time and description in ConnectWise promptly and accurately.
• Complete end of day time entry at the end of the day and submit time sheets promptly.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Arrive early or on-time for all in-house and customer facing meetings and conference calls as well as firm time on-site appointments.
• Learn and use the available tools to better support our customers.

Knowledge/Skills/Abilities:

• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.