Overnight Technical Support Specialist- Server Repairs

The Overnight Technical Support Specialist is responsible for assisting customers by providing phone/email support and troubleshooting of computer hardware, including desktops, notebooks, servers, storage systems, and related software. Essential Duties and Responsibilities include the following (Other duties may be assigned):

• Demonstrates commitment to core values by leading, acting, and behaving in a manner consistent with these values.
• Maintain a high standard of customer satisfaction while following Equus policies, procedures, and warranties.
• Research, resolve, and respond to various customer inquiries received via telephone, e-mail, and voicemail in a timely and accurate manner.
• Use troubleshooting techniques and/or remote access to identify technical issues, investigate root causes, and resolve customer hardware and/or software issues.
• Maintain working knowledge of company’s products, applications, and services.
• Create internal case, RMA, and service request transactions to ensure timely support of customers’ hardware technical issues and Equus warranty SLA’s.
• Document daily tasks in our computer tracking system and assist in documenting resolutions to maintain internal knowledge base.
• Document trouble-shooting procedures, status, and resolutions for all contacts.

In addition to all Support Specialist duties and responsibilities, the overnight position will also require additional focus on:

• Scheduling of field service work with international customers
• Coordination of material and labor shipments and scheduling to ensure customers receive prompt attention to their service requirements
• Working overnight repair escalations from field engineers to resolution
• Communicating and advising customers (both external and internal) of all aspects of repairs, and enforcing company’s policies and procedures

Essential Education, Skills and Experience:

• AA or other 2-year technical degree in related discipline and 3+ years’ experience in a technical support environment with direct customer contact and prior experience building, upgrading, and troubleshooting systems; or equivalent combination of education and experience required.
• Additional technician certification such as, A+, Network +, Security + and MCSE preferred.
• Thorough knowledge about hardware, software, network and server related issues and basic key boarding skills required. Familiarity with Windows operating systems required.
• Requires attention to detail, clear and concise communication skills, and exceptional follow-through abilities to ensure that others are kept informed about developments, progress, problems and plans through consistent, effective communication.
• Strong sense of customer/solution ownership, an overall drive for excellence, and a proven ability to manage concurrent customer issues to successful completion.
• Detailed troubleshooting, customer service, organization, and communication skills are essential.
• An ability to perform a variety of tasks under pressure, often changing assignments on short notice is required. Also required is an ability to handle customers with tact and patience.
• Server hardware, software, and RAID configuration knowledge is required.
• Windows server administration and support is a requirement. Linux server administration and support and VMWare familiarity are highly desirable.
• Requires flexible schedule for possible shift changes and after-hours, weekend, and holiday on-call support.
• Work Schedule: 9pm Central - 6am Central, Sunday night - Friday morning
• The base pay range for this role is between $25/hour and $40/hour and your base pay will depend on your skills, qualifications, experience, and location, along with budgeted range of position.
• Equus Compute Solutions offers a comprehensive full-time benefits package consisting of medical, dental, vision, telemedicine, flexible spending accounts, matched 401K, life, critical accidental or illness, company paid short- & long-term disability, six weeks of paid parental leave, generous paid time off and wellness programs. ECS is 100% employee owned!

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Apply tot his job Apply To this Job