Are you able to resolve IT infrastructure problems when no one else can? Are you the go-to person on your team when there is nowhere else to turn? Do you possess a deep understanding of various hardware and software technologies, such as Microsoft servers, Microsoft 365, Azure, networking, and desktops? Are you highly proficient and can handle any challenge thrown your way with ease and agility, like a ninja warrior? If the answer to these questions is YES, then Uprite is the place for you.
Our Vision ... for you
As our IT ninja, you have a broad range of technical skills and are capable of troubleshooting and solving complex technical problems. You are a skilled and experienced IT professional who is highly respected on our team and is capable of handling complex technical challenges with ease and efficiency. Because you are a great communicator and teammate, you will coach and mentor our technical resources to help them resolve issues on their own. Your skills will grow as you work with the newest technologies and through formal training.
Your responsibilities will grow as your career with Uprite advances. You will turn what you know and learn into documented best practices and methodologies for IT support, and be rewarded with recognition, advancement, and additional opportunities.
What we will build ... together
Because of your contributions to our service team, Uprite will become a leader in IT support and management to small and mid-market businesses in Texas. You will help Uprite live up to our slogan “Technology for Texas” for our clients in Houston, San Antonio, Dallas, and Austin. You will help Uprite be recognized as a world-class Managed Service Provider with its fifth consecutive MSP 501 award.
Take your career development to the next level
At Uprite you can become sensei when you reach your full potential and mastery of Microsoft 365 and Azure technologies, services, and tools, and nurture the next generation of Uprite IT infrastructure ninjas. Our goals include providing world-class IT support, client satisfaction, accurate and complete documentation, and resolving support issues within SLAs. Do you have what it takes to be a key player on our infrastructure services team?
Position Summary:
This position provides advanced end user support, hardware support, server and host server support, client documentation maintenance, and provides high-level escalation response. The position is responsible for resolving Level 3 support requests generated from end users, lower tier technicians, and the Remote Monitoring and Maintenance software. Topics are typically, but not limited to, host servers and virtualization, hardware maintenance, SAN/NAS storage, firewalls, advanced networking, backup and recovery, and documentation maintenance.
This position is part of a 24x7 service team and requires on-call rotations.
End User Support (40%)
- Provide support to resolve client issues via phone, email, and on-site visits as needed
- Resolve specific Line of Business Applications for clients (Financial, QuickBooks, Autodesk, Sage, Adobe)
- Provide MS365 Support (business applications, Azure, MS365 Identity/Azure AD)
- Provide technical support and guidance to resolve user’s technical issues.
- Communicate with users utilizing a support ticketing system to assess the scope of the problem and resolve, as needed.
- Determine the severity of an incident and take appropriate action to resolve or engage additional high-level technical staff to resolve.
- Update assigned tickets, resolving as required until completion.
- Communicate with vendors on technical issues and resolve with client as appropriate.
- Resolve escalated tickets as assigned.
- Guidance for lower tier technical staff.
Hardware Support (10%)
- Resolve and troubleshoot networking issues (switches, firewalls, wireless, and configuring VPN).
- Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.
- Coordinates service or replacement of defective products from vendors and manufacturers.
- Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new hardware.
- Gather defined needs, enter information into ticketing system to help prepare quotes for new hardware (part numbers and recommendations).
- Resolve escalated tickets as assigned.
Server Support (40%)
- Resolve host and virtual server issues as required.
- Assist with management of Group Policy administration for client domain including application installations, password management, and permission management.
- Deploy LOB applications and updates as requested.
- Assist with domain renewals and SSL certificate renewals and implementation as needed.
- Provide client server hardware support.
- Install, update, troubleshoot, and patch software and applications to ensure efficient performance.
- Guidance for lower tier technical staff
- Resolve escalated tickets as assigned.
Documentation (5%)
- Create standardized documentation for line of business configurations, purchase approvals, passwords, and other client information.
- Drafts or revises internal processes and procedures.
- Maintains logs of support services provided in the ticketing system.
Administrative Duties (5%)
- Utilize time entry system to capture accurate time allocation.
- Train L1 & L2 Analysts on new concepts and internal processes by reviewing and analyzing trouble tickets.
- Attend bi-weekly team meetings and company meetings, as needed.
Education and Training
- Associate’s Degree in Computer Science or related field or equivalent work experience preferred
Experience
- 8 Years experience in Information Technology or related field
- 4+ Years experience in End User Support
Skills & Abilities
- Valid Drivers’ license and insurance
- Ability to operate a motor vehicle
- Strong customer service skills
- Excellent communication and interpersonal skills, both verbal and written.
- Ability to work collaboratively in a team environment to get results and resolve customer needs.
- Ability to investigate and find the root cause of issues and follow through with corrective actions.
- Comfortable demanding excellence in self and team to ensure successful resolution of service requests.
- Ability to act as a higher-level resource for escalation
- Ability to adapt/modify troubleshooting techniques to address the situation
- Knowledge of VPN/Remote access technologies
- Microsoft Hyper-V and VMWare vCenter/ESXi
- Windows Server
- Windows Desktop
- Networking and firewall administration
- Microsoft Exchange Administration
- Microsoft 365 Administration
Who We Are:
Uprite is an award-winning, trusted technology partner, providing managed IT, cybersecurity, cloud and managed phone solutions to Texas businesses. Our exceptional team thrives within a high-performance culture. These 28 principles describe the daily behaviors that define our culture - We call it The Uprite Way (https://www.uprite.com/uprite-way/)To learn more about our company, visit https://www.uprite.com/.
What We Offer:
We understand that our people are the most critical factor to our success. As a result, we value and invest in our people through:
- Competitive Compensation Package
- Career and professional development
- Strong Team Support
- Growth Opportunity
- Generous Benefits Package That Includes:
- Medical, Dental, and Vision Insurance
- Short- & Long-Term Disability Insurance
- 401K Matching
- Paid Vacation & Holidays
Uprite Services is an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
