What this Job Entails:
Work on and implement cutting-edge IT solutions that redefine service standards, prioritizing customer experience enhancement. Ensure the integrity and security of our server infrastructure to maintain robust reliability. Expertly manage complex network connectivity to guarantee seamless digital access for clients. Develop comprehensive documentation and establish best practices to ensure consistent customer satisfaction. Leverage advanced virtualization, cloud services, and storage management techniques to unlock new technological possibilities. Lead strategically, precisely addressing future needs and troubleshooting challenges to optimize the customer experience. Collaborate with cross-functional teams to integrate technology into the business strategy, driving mission success. Engage onsite daily with customers to gather feedback and implement continuous improvements. A minimum of 5 years of extensive technical experience is required.
Scope:
Design and deploy advanced IT solutions that set new benchmarks for service excellence, focusing on enhancing the customer experience.
Maintain and enhance the security and reliability of our server infrastructure, establishing a robust and secure environment that benefits our customers.
Manage and resolve complex network connectivity issues, ensuring uninterrupted digital access for our clients and improving their overall experience.
Create detailed documentation and establish best practices to guide the organization’s IT processes, with a focus on improving customer satisfaction.
Utilize virtualization, cloud services, and efficient storage management techniques to explore new technological possibilities that enhance customer service.
Lead with a forward-thinking approach, anticipating future needs and addressing challenges with precision and expertise to improve the customer experience.
Work closely with various teams to integrate technology seamlessly into the overall business strategy, driving the organization’s mission and customer success.
Be onsite daily, engaging directly with customers to understand their needs, gather feedback, and implement improvements that enhance their experience.
Your Roles and Responsibilities:
Monitor ticket queue and IM channels
Monitor and participate in managing systems and infrastructure
Accurately record all metadata related to tickets on internal tools, including, but not limited to, CTI (category, type and item), outage resolution time, IM transcripts, postmortems, etc.
Manage and resolve troubleshooting tickets from internal teams and third-party teams, engaging other teams as necessary
Maintain contact with 3rd parties and represent the assigned team in a professional and courteous manner which complies with clients’ vendor code of conduct.
Provide out of business hours support for any scheduled time sensitive upgrades
Provide 24/7 on-call support for critical system’s outages
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Required Qualifications/Skills:
Bachelor’s degree (B.S/B.A) from four-college or university and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience
Networks with senior internal and external personnel in own area of expertise
Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Comfortable with building and managing various servers
Experience with networking management, configurations and changes
Experience with systems and networking troubleshooting to identify the root cause and fixes
Knowledgeable about ticket systems and follow processes
Strong communication and writing skills
Preferred Qualifications:
Physical Demand & Work Environment:
Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
Salary Range
$27.47 - $43.38 USD (Hourly)
- Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
- Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:
Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through Cigna (DPPO & DHMO options)
Nationwide Vision provided through VSP
Flexible Spending Account for Health & Dependent Care
Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
Corporate Wellness Program
Employee Assistance Program
Wellness Days
401k Plan
Basic Life, Accidental Life, Supplemental Life Insurance
Short Term & Long Term Disability
Critical Illness, Critical Hospital, and Voluntary Accident Insurance
Tuition Reimbursement (available 6 months after start date, capped)
Paid Time Off (accrued and prorated, maximum of 120 hours annually)
Paid Holidays
Any other statutory leaves, paid time, or other fringe benefits required under state and federal law
