CryaCom Support Technician II in United States
Support Technician II
Location: US Phoenix
Employment Duration: Full time
As a Support Technician II, you relish the fact that you are the first point of contact for all IT related concerns for our 3000+ internal users. You constantly strive to exceed users’ expectations regarding support needs through superior customer service and follow through until resolution. You understand that maintaining outstanding levels of customer service requires a relentless thirst for knowledge, an innate ability to find root causes of problems, and clearly understood escalation paths. You take pride knowing that your users are well taken care of, always. You balance tactics with strategy, place 35% of your time on projects, and help elevate Support Technician level I.
As a Support Technician II you will:
Serve as an escalation path to solve troubleshooting requests that are more difficult and complicated in nature.
Identify inefficient process flows, implement improvement plans and communicate these improvements to the team at large.
Promote individual and team growth by willingly transferring knowledge bi-directionally through training sessions and informal conversations.
Be an advocate for the continuous improvement of our IT systems by taking the feedback from your user interactions as vehicles for positive change.
Sustain and grow your knowledge of all areas of our IT systems including servers, networking, applications and development.
Have the capacity, willingness, and motivation to assist with and perform the duties assigned to those who are junior to you.
Thrive off of a team environment and enjoy working with and supporting IT resources, Project Managers, Sales, Marketing and Operations.
Willingly and occasionally work nights and weekends to appropriately support the business.
Travel, on occasion, to any of our numerous call centers in the US to lend a helping hand and collaborate with other Support Technicians.
As a Support Technician II you are:
Customer Service Focused – you know that timely accurate responses and relentless follow through to those in need is critical to providing excellent customer service.
Positive – your glass is half-full and you impart this attitude with everyone you interface with to build positive rapport.
Patient – You understand everyone is not as technically savvy as you are and you exercise significant patience and diligence in all interactions.
An Active Listener – you know that listening is the first key in trying to find the cause to a problem and use this to your advantage when asking questions to determine root cause.
A Team Player – you understand the basics tenants of being a great teammate including being collaborative, having an open mind and doing your part.
Self-Managed – you know best how to manage your time and workload to be as effective and efficient as possible in a fast paced ever changing environment. You understand time management, communication and attendance are critical in this position.
As a Support Technician II, you must have:
A High School diploma, GED or equivalent, with some post-secondary education.
2-4 years of related experience.
Experience using Windows 7/10, Mac OS X, MS Exchange 2010/2013, MS Office 2013/2016, Windows Server 2008/2012/2016, Active Directory Administrative Tools, and Symantec Endpoint Protection.
Enhanced knowledge of desktop and laptop hardware diagnosis and repair.
Enhanced knowledge of Cisco IP desk phones and telepresence units.
Enhanced knowledge of the OSI model and fundamental network troubleshooting techniques.
Enhanced knowledge of hard drive imaging, network file shares, network printing and audio/video configuration for collaboration clients.
Any equivalent combination of directly related education and experience may substitute for the above requirements.
Ideally, you will also have:
Microsoft MTA Certificate, Microsoft MOS Certification, CompTIA A+ Certificate, ITIL v3 Foundations Certificate, CompTIA Net+ Certificate, Citrix Certified Associate – Virtualization
Enhanced knowledge of Citrix Receiver, XenApp, XenDesktop and Director
Enhanced knowledge of current Cisco collaboration technologies
What else you can expect:
Requires sitting or standing for extended periods of time.
Extensive use of a computer and repetitive hand movements in the performance of duties.
Occasional lifting and carrying of material weighing up to twenty pounds may be required
Equipment Operated: Personal computer, printers, multifunction copier, smartphones, tablets VoIP telephone and supplied technician tools
Environmental Factors: None
Where Would You Work?
This position will be located at one of our CyraCom offices in the United States. Sorry, no relocation is available for this position.
Duties not listed in this position description may be required of the employee at the discretion of management. The (position title) may delegate all or any of his/her duties to qualified personnel; however, such delegation does not relieve him/her of overall responsibility and accountability for the successful conduct of those duties.
We value our employees and believe that an enjoyable work environment is beneficial to all. Here are some ways we contribute to that goal:
We celebrate our diverse workforce.
We encourage our employees’ professional and personal growth, including tuition reimbursement and internal promotions
We provide a “business casual” dress code (with “casual Fridays”).
On occasion, CyraCom provides a professionally catered luncheon for employees at each of our locations.
CyraCom also sponsors occasional “Spirit Days” customized for each location and its employees.
CyraCom provides a generous menu of benefits from which you can pick and choose what is best for you and your family, including Medical, Rx, Dental, Vision, Life, AD&D, Disability, 401(k), Paid Time Off, Employee Assistance, Employee Referral Program, Tuition Reimbursement, and professional development.
CyraCom also provides competitive salaries, along with discretionary bonuses based on individual and company performance