Vacancy caducado!
ACES is a locally owned and growing IT company providing IT support for Small-Medium sized businesses. We serve over 1,500 users in the Cedar Valley and surrounding areas. Our services include: Technical support, remote technical support, server and hardware support, firewall, security, VoIP, HIPAA Compliance protocols and more in our full-managed services support model.
Why Work Here?
We encourage work/life balance for our employees; flexible schedules and a family oriented atmosphere.
Summary:
A Tier 3 Remote Care Security Specialist provides technical support, and problem resolution to ACES customers and drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.
Duties and Responsibilities:
Technical (Problem Solver, Team Player)
1. Develop a recurring process for performing and remediation of annual scans as well as reporting utilizing existing company resources.
2. Develop a recurring process for Dark Web and Data Breach Liability reporting and remediation with clients.
3. Utilize knowledge that will assist with the implementation of an effective security plan that ensures the overall security position of ACES that is aligned with business needs and the changing threat landscape
4. Perform activities in accordance with industry standards and security protocols including but not limited to; PCI, HIPAA, SOX
5. Participate in on-site network and security audits related to PCI, SOX, HIPAA and other related industry related compliance audits. Perform remediation at client requests.
6. Create a process for proactively working with clients to clean up AD regularly.
7. Develop & maintain process for client engagement to move toward Best Practices Compliance.
8. Maintain up to date knowledge of industry standard policies, regulations and compliance.
9. Develop relationships with security vendor partners and understand their product effectively.
10. Work with sales team to develop the discovery process, reporting and documentation. Be an available resource for traveling with sales team for discoveries. Perform some sales engineering during visits as needed.
11. Develop, implement and perform new client on boarding process utilizing existing software tools and hardware provided.
12. Develop standards and processes for updating firmware on managed switches. Work with clients to schedule updates.
13. Identify, analyze, troubleshoot and resolve client technical service requests. This includes but is not limited to: Computer hardware and operating systems, software application installation, configuration, patching and upgrades.
14. Provide assistance to customers on usability and functionality of software and hardware products
15. Identify, analyze, troubleshoot, and resolve advanced network connectivity and security issues. This includes but is not limited to: Enterprise routing and switching, Advanced UTEM/Next-Gen devices, VPNs, VLANs, VOIP, server, workstation or printer connectivity to the network or Internet.
16. Demonstrate ability to work independent solving mid-level escalated issues. Work with little to no direct supervision.
17. Be able to work in varied environments and at different location as needed
18. Work as a team member to collaboratively resolve customer requests and technical issues with other team members, partners and vendors.
19. Provide assistance and guidance to junior technical staff as needed.
Customer Service (Do The Right Thing, Approachable)
1. Communicate directly frequently, and effectively with customers, prospects, vendors, and team members in a clear, friendly and professional manner
2. Respond to all customer, team member, and vendor requests in a timely manner
3. Protect Customer and ACES organizational value by keeping information confidential
4. Demonstrates leadership skills, good communication and high level of rapport with clients
5. Maintain a positive work environment and address issues as they arise
Commitment (Loyal & Dedicated, Passionate)
1. Always remember that the CUSTOMERS are the FIRST PRIORITY, always.
2. Obtain and maintain certification in accordance to the technical job requirements and what is necessary for them to be in compliance with ACES company standards.
3. Be available for regular attendance as scheduled and complete extra hours in order to meet goals that are considered essential functions of the job and condition of employment.
4. Regularly attend and actively participate in company and departmental meetings
Organization (Organized)
1. Read and adhere to all company and departmental policies
2. Follow processes as defined by the company and department
3. Demonstrate effective time management and prioritization skills by planning ahead and accurately scheduling time and recording ticket detail
4. Accomplish organization goals by accepting ownership for new and different requests and exploring opportunities that add value to the job.
Working Conditions:
1. Work will be performed primarily remotely but will include customer on-site visits.
2. This position includes the need for research and training to solve customer issues and stay current with technology advancements.
3. Work will be at a minimum of 8 hours per day, five days a week. Some days will consist of early or late meetings with ACES staff.
4. Travel may be required; travel would be related to on-site technical service and projects for customers on an as needed basis. Some travel may require overnight lodging at company expense on related projects or on-going training/certifications.
Requirements:
1. A Bachelors Degree or college diploma in a relevant area is preferred. Successful candidate will demonstrate a solid understanding of network concepts and have extensive knowledge of all aspects of PC operation. Candidate must be knowledgeable with multiple server platforms and have troubleshooting skills at advanced levels.
2. Requires 5+ years previous technical and network experience. A+ Certification and Microsoft MCSA preferred.
3. The body positions require sitting and standing. Body movements of walking, twisting, turning the head and torso, reaching, grasping, bending, and flexing the arms, legs, wrist and hands. The ability to lift up to 75lbs is required. The senses of seeing, hearing, and the full power of speech in English are required.
4. Must be able to work with a variety of personalities both inside and outside of ACES
5. Must possess Customer Relations Skills in order to resolve any technical related issues with the customer as deemed by the Service Manager.
6. Must have a valid drivers license and vehicle insurance. Must have the ability to drive personal vehicle or a company owned vehicle, if available, for required on-site visits.
Equal Opportunity Employer
Job Type: Full-time
Vacancy caducado!