Technical Support Specialist

4 weeks ago

Moscow, Idaho, United States Maddox Industrial Transformer Full time
About Maddox

Maddox Industrial Transformer is a leading provider of electrical transformers to the commercial and industrial market. Our company has primary locations in various states across the United States, and we have been recognized by Inc. Magazine as one of the largest, fastest-growing companies in America.

We are passionate about investing in our people, processes, and culture, making Maddox a great place to work. We are committed to providing our employees with the technological tools they need to be successful.

About the Role

We are seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be the friendly technical support presence for Maddox employees at our Moscow, ID office, as well as provide remote support for IT requests across the organization. You will assist with new technology deployments (hardware / software) to meet our growing organizational needs, and both monitor and troubleshoot local network, surveillance, and access control deployments (Ubiquiti / Unifi).

Key Responsibilities

Provide technical support to Maddox employees at our Moscow, ID office and remotely across the organization
Assist with new technology deployments (hardware / software) to meet our growing organizational needs
Monitor and troubleshoot local network, surveillance, and access control deployments (Ubiquiti / Unifi)
Proactively ensure that all Maddox team members have the technological tools they need to be successful
Provide a firm backstop for open support requests and see them through to completion
Monitor the systems for errors and address them early
Set up new users and change access permissions as roles change
Set up accounts and devices for new employees, assist with device management, and ensure that networks are online and that facilities are secured by functional surveillance and access control systems

About Maddox's Systems

Maddox maintains a give-the-best/expect-the-best attitude. Our office team is equipped with high-end laptops (mostly Apple, some Windows), docks, and multiple external monitors. Our shop team is equipped with iPads and related peripherals. We also have a stipend-supported BYOD mobile policy and our team uses a variety of both iOS and Android smartphones. We exclusively employ cloud-based solutions that enable our team to work from anywhere. We prefer to integrate single-focus, best-in-class SaaS products, rather than rely on all-inclusive enterprise solutions. Solutions we currently employ include: Ubiquiti Unifi (Network, Protect, Access, UID), Google (Mail, Drive, Doc, Sheets), Microsoft Office, Slack, Zoom, Vonage Business Communications, Pipedrive, Asana, Odoo, Adobe, Zapier, QuickBooks Time, and others.

About You

We are looking for a skilled Technical Support Specialist who is focused, with excellent attention to detail. You must maintain clear and timely communication whether by phone, email, chat, or in-person. You should be excellent at time management and work prioritization. You should enjoy and be good at interacting with people and solving technical problems. You should be able to context-switch across various work streams with ease. You should have a strong technical background and enjoy working with all manner of technology. You should be comfortable working with vendors and holding them accountable to next steps. You should prefer to work in a way that promotes a healthy and successful team vs. operating as a lone wolf. You should be a fast learner and pick up new technologies and user/business contexts quickly. You should enjoy using ticketing systems and be proactive in writing clear documentation. You should be a self-starter who maintains a strong posture of learning. You should be looking for ways to continue to build on your knowledge and skills.

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