Job Opportunities

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Help Desk Administrator

 

Position

The Help Desk Administrator is in charge of handling support activities for our managed IT service organization. The primary responsibility for this role is to ensure that every client experiences excellent and predictable customer service and that all service issues are resolved in a prompt and professional manner in accordance with our customer commitments.

The job includes collecting information from the client about their issue, setting up a follow-up plan of action and then ensuring that our engineers meet the agreed-to time commitment, and ultimately solving any and all outstanding issues as promised.  This role requires a general technical understanding to assist in categorizing the critical nature of the technical issue. Since much of the job includes direct communication with our customers, an outgoing, positive attitude and personality are highly valued.  Finally, organizational skills, excellent communication and a competitive desire to deliver outstanding service are keys to success in this role.

Help Desk Administrator Tasks

  • Read and/or listen to client problems and collect necessary information to identify, categorize and create a plan to solve technical issues.
  • Set up new service tickets, converse with clients, and coordinate both field and in-house technical resources to address the issue.
  • Monitor and follow the time to resolution for all tickets, to ensure that the company meets its Service Level Agreements with its clients
  • Learn and Use our ticketing system to track and document problems and to communicate internally and with our clients.
  • Communicate with our clients via phone

 

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 Field Engineer

 

Position

The following skills and/or experience are required to be considered:

No less than two years of related experience in the IT field

Windows Desktop OS Administration/Installation/Troubleshooting

Windows Server Administration/Installation/Troubleshooting

Exchange Server Administration

Linux Server Experience

Strong basic and intermediate networking skills with some advanced knowledge

 

Experience with some or all of the following is preferred:

HP/Dell/IBM Servers/Desktops

MAC/Apple Products

Cisco router configuration/troubleshooting

Cisco ASA Firewall configuration

Sonicwall Firewalls

Storage Craft Shadow Protect/Backup Exec/various other backup products

Voice over IP

Certifications and Degrees a plus.

 

 

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 Information Technology Specialist

 

Position

Waytek is seeking an individual to support several independent system upgrades for small and medium sized businesses. The Technology Specialist should provide knowledge and support of Windows Server Operating Systems, Exchange and Sql, Windows Desktop and various application support. The candidate will also need to be knowledgeable in the latest server and desktop hardware configuration best practices and procedures.

Responsibilities:

  • Troubleshoot wide and local area network related problems for our SMB clients.
  • Troubleshoot Server problems.
  • Troubleshoot network access problems.
  • Support and upgrade Server Hardware.
  • Test new desktop applications.
  • Performance, monitoring, and tuning of network and other associated items.
  • Investigate user problems, identify their source, determine possible solutions, test and implement solutions.
  • Install, configure, and maintain personal workstations, servers, firewalls, and Ethernet.
  • Maintain site licenses and schematic diagrams for department/organization and clients.
  • Plan and implement network security, including building firewalls, managing, host security, file permissions, backup and disaster recovery, antivirus/anti-malware implementation, file system integrity, and adding and deleting users.
  • Establish and perform maintenance programs following company and vendor standards and ensure timely user notification of maintenance requirements and effects on system availability.
  • Investigate, recommend and install enhancements and operating procedures that optimize network availability.
  • Document network problems and resolutions for future reference.

Qualifications:

  • Minimum three years of experience and a demonstrated working knowledge
  • Experience with Windows Infrastructure
  • Experience with VMWare, ESX, and vSphere Product Architectures
  • Knowledge of switching and routing technologies
  • The ability to work well independently and in a team environment, handle multiple tasks simultaneously, and adapt to changing priorities
  • Be able to work under pressure and maintain a sense of calm for the customer.
  • Good communication skills
  • A Bachelor's Degree is preferable, but not required. Relevant education is satisfactory.

Interested candidates should send a cover letter and resume to Lou DeCicco, Senior Manager Technical Services  - loud@waytek.com