Position Summary

The primary responsibility of this position is providing our customers with Advanced Technical Support that must be second to none!  Our team handles escalated tickets from our Tier 1 team for voice, internet and cable TV related problems primarily over the phone and occasionally in person in our lobby or at the customer’s site.  While this is not a Tier 1 helpdesk, it is an entry level position and requires somebody with a big appetite to learn.  In addition to supporting our customers by phone and in the office this person will also have the opportunity to do some onsite work.  Site work involves installation of voice and data modems for both residential and commercial customers.  This position allows you the opportunity to work with customers at different levels of technical comfort, a variety of end user devices and network designs which makes our job always exciting because every customer and every trouble is different than the last.  If you are looking for a challenging opportunity and to be somebody’s technical super hero every day this is the job for you!

Duties & Responsibilities

• Responds timely to escalated trouble tickets, keeping the customer’s experience top priority.
• Escalates complex troubles to the appropriate departments after thorough trouble shooting.
• Educates customers on products and services that best match their technical needs.
• Must enjoy working in a fast paced, high-volume environment with the ability to quickly adapt to change. You won’t get bored here!
• Performs onsite service installations and trouble shooting.
• Keep an eye open for trends that may indicate an outage and reports it to appropriate team for resolution.  The faster we fix it, the fewer customers affected! 
• Has regular, consistent and punctual attendance.
• Must be able to work evenings and weekends, variable schedule(s) and overtime as necessary.

Qualifications

• Must have excellent phone and people skills as well as maintain the ability to multi task and prioritize workloads independently.
• Ability to learn and understand the company's products and services.
• Knowledge of most common versions of PC and MAC Operating Systems.
• General knowledge of voice services, cable TV and data technologies.
• Knowledge of analog and digital circuit concepts.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several variables in standardized situations.
• Ability to apply logic, creativity and good judgment to resolve problems.
• Must be able to communicate, collaborate and cooperate with vendors, customers, peers and managers as necessary to meet company objectives.
• Must possess a valid driver's license and have the ability to be insured under the company policy.

Education

• High School Diploma or General Education Degree (GED) is required.
• Technical Degree or Equivalent Experience in Electronics, Telecommunications or Information Technology preferred. 

Experience

• Three to five years of customer support and/or technical support experience, preferably in the telecommunications / Internet industry.
• Three to five years of customer service experience.

What does a Systems Technician do at Rainier Connect?

As a Systems Technician at Rainier Connect, you will be part of a team responsible for high availability server infrastructure, DHCP, Radius, DNS services, and internal systems.  This team designs, implements, monitors, and maintains all systems used for both employees and customers.

Want to learn more? 

Below is a short list of typical tasks we would expect a Rainier Connect Sytems Technician to perform on a regular basis: 

• Install, maintain, and troubleshoot services associated with virtual infrastructure.
• Install, maintain, and troubleshoot storage solutions.
• Performs and maintains backups.
• Maintains equipment and software inventory.
• Monitors systems for security violations, abnormal operating problems, resource issues, etc. 
• Performs and schedules routine and preventive maintenance on systems.
• Participates in determining cause of system or application failures.
• Front line support for employees with computer, software, or mobile device issues. 
• Read, interpret, and complete service orders, trouble tickets, work orders, and network diagrams.

What qualifications are important for this position?

The ideal candidate will have at least 2 years applicable systems administration experience. Industry or vendor certifications from Comp TIA, Red Hat, Microsoft, VMware, etc. are major pluses.

At Rainier Connect, we believe all knowledge is important. We will consider education, industry certifications, and experience when selecting a candidate. The most successful candidates have a natural curiosity for how services are delivered end to end. Also, they can work independently or in a team, adapt to new technology, communicate effectively, and are customer focused.

To Apply:

Send an email explaining why you are qualified for this position. Be sure to include your resume and use Systems Technician in the subject line of the email. All potential candidates, as part of our employee screening process, must pass a background check, drug test, and posses a valid Washington state drivers license.