Position Summary: 
Provides support to Endsight’s clients on all supported networks, platforms, and applications.

General Purpose:
Troubleshoots computer problems and determines source, and advises/implements appropriate action/solutions.

Position Responsibilities:

• Open support tickets for inbound calls, email and monitoring offline servers, power and ISP
• Work on open tickets to resolution and/or develop workarounds until resolution can be achieved
  • Research issues using all available resources
• Escalate tickets to next level support as necessary
• Resolve escalated tickets
• Proactively address day-to-day network issues (back-ups, etc.)
• Determine the root cause of problems and work proactively to address them
• Possess a sense of urgency and take ownership of issues
• Communicate regularly and effectively with clients on open ticket status
• Coordinate and work with vendors
• Train end users in the proper use of hardware and software
• Create and assist in the maintenance of network documentation
• Maintain records of daily data communication transactions, issues and remedial actions taken or installation activities
• Provide the highest level of client satisfaction possible
• Promote and enhance teamwork
• Perform after hours pager support on a rotation (3-4 weeks per year)
• Other related duties as assigned
  

Essential Skills and Experience:

• Bachelor’s Degree in a related field from an accredited university or college or equivalent experience
• Experience with Windows Server 2000/2003/2008, Active Directory, and Group Policy
• Experience with Exchange 2000/2003/2007
• Experience with Windows 2000/XP/2003/Vista
• Experience with Office 2000/XP/2003/2007
• Basic knowledge of the fundamentals of network technology including, but not limited to, TCP/IP, DNS, DHCP, LANs, WANs, NAT and Wireless
• Familiarity with Microsoft Windows terminology
• Exceptional troubleshooting and problem solving: ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions and to identify complex problems and review related information to develop and evaluate options and implement solutions
• Excellent oral and written communication: ability to communicate information and ideas in speech and writing so that others (technical and non-technical) will understand
• Time management: ability to organize and manage multiple priorities
• Ability to actively listen: giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Ability to follow directions well
• Ability to work collaboratively within a team as well as independently
• Ability to relate to clients in a meaningful way – “having a unique personal touch”
• Commitment to company values

Valued but Not Required Skills and Experience: 

• Current engineering certifications: MCSE/MCITP, CCNA, CSSA, CCA
• Experience with SonicWALL and Cisco technologies in routing, switching, firewall, and VPN access
• Experience with remote access environments such as Citrix and/or terminal services

Reporting to this position:  No direct reports

Physical Demands and Work Environment:

• The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Physical Demands:  While performing duties of this job, an employee is routinely required to sit, stand and walk and occasionally required to kneel, crouch, bend, twist and stoop; frequently required to use hands to handle objects, tools or controls as well to operate a computer keyboard and mouse; periodically required to reach with hands and arms; regularly required to talk, hear and read. An employee must occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Duties may involve travel via automobile and will necessitate being on call approximately 3-4 times per year as well as working outside normal working hours (evenings and weekends).
• Work Environment:  The work environment is usually well-lit and comfortable with a moderate noise level.

Interested candidates should email a cover letter and resume to resumes@endsight.net