Tier 2 Technical support
IT experience is required for this position, this is not an entry level role
Description:
Seeking an experienced IT professional who prioritizes client satisfaction, is familiar with best-practice documentation methods, and who enjoys helping their teammates wherever needed in a collaborative startup environment. The ideal candidate has a strong background in server administration, Active Directory, Group Policies, and networking.
Roles and Responsibilities:
Everyone at CGP works frontline Helpdesk when needed. All roles including Partners, engineers, and project managers answer the phone when needed. During busy periods you will be taking new calls and tickets to assist users.
Act as the primary escalation point for Tier 1 technicians:
We have a strict 30-minute escalation window. At that point a technician will come to you for guidance so you can evaluate the issue and work done so far, then either take over the ticket or provide further guidance to the technician.
Server administration, including setting up new users and workstations, managing backups and restores, and writing and pushing out scripts (a base knowledge of Powershell is preferred)
Identify and act on opportunities to secure clients, reduce recurring issues, and automate where possible
Assist our consultants in research, technology architecture, revising business processes, etc. You may also be invited to meet with client executives and boards for consulting projects you are heavily involved with.
Update tickets with your notes and time entries and regularly update documentation, including writing new standard operating procedures (SOPs):If you are not strong at communication and documentation, this is not the role for you. You cannot be “too busy” or other excuses – the process comes first. We have a very collaborative environment, so if you have a big workload, others will jump in and help so you can stay on top of proper documentation.
Our clients use Microsoft-centric environments. You have experience in basic Server and network administration, especially setting up new users and workstations. You can accurately work off of and update checklists to ensure that steps are not missed.
Frontline user support for our helpdesk, working as a team that supports a small set of clients. You will work new and existing tickets via both phone and email. We have strict rules about clients respecting you and your team, but you will also be working with users in moments of stress, and must be a clear, confident communicator.
Learn documentation, ticket hygiene, and clear communication with clients and co-workers
Key Skills Requirements:
1-2 years experience using IT-related ticketing systems
1-2 years experience supporting Windows infrastructure
1-2 years Office 365 administration
1-2 years experience in networking
Must be in the Austin or Houston area. For the first six months, you will need to be in the office 2-3 days a week on a flex schedule for training, after that, the job will become office optional.
Position Information:
Full-time hourly position
Office Optional after 6 months
Structured career advancement and raises via IT certifications. You decide how much and how quickly you want to move up.
Benefits:
Dental Insurance
Health Insurance
Health savings off
Paid time off
Vision insurance
Hours of Operation:
Our office is open from 8am to 6pm Monday thru Friday. However, while we are not a sweatshop, this job does not always have strictly set hours. Emergencies and after-hours work such as on-call duties will occur. In exchange, we offer flexibility – coming in late, taking time off when things are slow, and leaving early. For this role, you will average less than 45 hours per week. When you log off for the day we expect that you will completely disconnect from job-related duties until the next workday begins.
To apply: email careers@clear-guidance.com with your resume, and a cover letter describing why you would be a fit for the role.