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Support Technician I

4 months ago

Cheyenne, United States Lunavi Full time
Company Overview:

At Lunavi, we believe in illuminating the path forward and helping our customers navigate what's next. We are innovators who are combining the power of human ingenuity and technology to deliver unrivaled customer experience. We're a trusted partner for companies looking to digitally transform their business, modernize business applications, solve traditional IT challenges, and extract ROI from technology. Our high-performing teams, deep expertise, and proven processes help to propel businesses forward.

Our core values:

Be Great. Aspire to know more, do more, and realize your fullest potential. Keep reaching above and beyond to excel and exceed every expectation.

Reimagine Everything. Continuously create value by pursuing what's next, what's possible. Deliver a new level of awesome through relentless curiosity.

Ignite Passion. Share the very best of who you are in everything you do. Create a positive and uplifting environment that inspires others.

Own It. Know that your contributions make a direct impact. Be the difference that leads to more successful experiences and outcomes.

Job Description:

This position will perform the primary function of the Helpdesk, Tier 1 Support, and Remote Hands role, with secondary responsibilities of Network Operations and Monitoring. Reporting to the 24x7 Support Manager, you will be primarily responsible for successfully receiving and completing tickets to customer's satisfaction, managing the ticketing system, and answering the phones. Secondary roles include monitoring our systems and facilities, as well as responding to alerts.

Role and Responsibilities:
  • Answer the phones politely and transfer calls accordingly.
  • Set customer expectations upon acknowledgment of all customer-facing tickets.
  • Perform Tier I support requests including triage, troubleshooting, and maintenance.
  • Follow-up with end users to assess resolution satisfaction.
  • Perform Remote Hands functions including Hard Drive replacements, Tape Library Storage maintenance, cabling, and physical building alert checks.
  • Perform Data Center functions including shipping and receiving, building clean up, and Client and Vendor Escorts.
  • Monitor real-time Network dashboards and alerts that report on configuration, capacity, access, performance, and security management.
Requirements
  • Demonstrate the ability to respond with a high degree of urgency to the needs & requests of others, internally and externally.
  • Strong organizational and communication skills.
  • Ability to handle heavy ticket workflow while remaining calm under pressure.
  • Manage multiple and conflicting priorities with minimal direction.
  • Desire and ability to develop technical skills and take on additional responsibilities to add value to departmental goals.
  • Basic working knowledge of Local Area Networks (LAN) preferred.
  • Basic working knowledge of Operating Systems, software, network devices, and printers.
  • Work is performed in shifts within a 24x7 Network Operations Center.
  • Candidates must be available to work ANY SHIFT, including nights, weekends, and holidays, as dictated by the needs of the business.