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Tier 1 Tech Support Engineer for our Cloud9 Division

Department: Client Services
Location: San Diego, CA

AbacusNext® is looking for a Tier 1 Tech Support Engineer for our Cloud9 Division 

This position is based out of our corporate office in San Diego and cannot be worked remotely.  

WE ARE NOT CURRENTLY ACCEPTING RESUMES OUTSIDE OF SAN DIEGO 

AbacusNext® helps businesses with stringent security and compliance needs grow by providing Compliance-Ready turnkey technology solutions, allowing our clients to leverage the power of cloud computing without the added challenges and expenses of managing complex IT infrastructures on their own. 

What does that all mean? Think about the average SMB’s IT environment—it’s a messy spaghetti of vendors, suppliers, and consultants, all with their own agenda, technology and support. We simplify that complexity with a single solution, taking full ownership of the client’s technology outcomes so they can focus on their business. 

We are a 35-year-old organization with offices in California, Toronto and Scotland. Our user based is 1.5M users worldwide and includes the full spectrum, from solo proprietors to Fortune 100 clients.

Who We Are 

As an end-to-end solutions provider, our products and services portfolio includes virtual desktop (DaaS), private cloud, case management software (CMS), email hosting services, security endpoint protection, business continuity (BCP), and on-premise solutions. Since 1983, we have delivered on-demand services to over 1.5 million users worldwide and are recognized by Forbes as one of America’s fastest growing companies. 

We were founded on one simple concept: improving the lives of professionals through the use of technology. Our core competencies serve to simplify the adoption, implementation, and management of technology to quickly increase revenues, reduce costs, and maximize efficiencies, while keeping security and compliance at the forefront. 
 

POSITION OVERVIEW:          

As a Technical Representative, you will interact with clients, providing customer service support to explain the process and details for programs. You will create tickets and request fulfillment, reporting, and escalation. Technical Representatives are responsible for ensuring proper request fulfillment, client satisfaction, and providing support to the appropriate reports to team members. 

JOB RESPONSIBILITIES: 

  • Provide client support and technical issue resolution via ticketing system, e-mail, and phone for the Virtual Server Environment
  • Communicate regularly with other team members about technology issues affecting systems operations and client workflow/production 
  • Communicates in a professional, friendly and efficient manner, striving to meet company’s SLA’s
  • Complete other duties as assigned 
  • Configuration and troubleshooting of client’s equipment to connect via Internet/Remote Services 
  • Configure and troubleshoot hosted applications 
  • Provide training to clients in the use of system and applications
  • Provide client support and technical issue resolution via ticketing system and phone for the Virtual Environment
  • Obtain understanding of operating systems and application operations related to offered services 
  • Identify and correct or advise, on operational issues in company systems 
  • Identify and correct or advise, on operational issues in client’s computer systems
  • Provide creation of new accounts using provided software tools 
  • Demonstrates behaviors consistent with the company’s vision, mission, and values in all interactions with customer, co-workers and vendors
  • Adheres to all company policies and standards 

PERFORMANCE MEASURES: 

  • Accountable for the on-time implementation and execution of project deliverables
  • Achievement of healthy, and balanced resources, with recommendations for growth based on current trends
  • Accountable for accurate and on-time reporting essential for Engineering and organization effectiveness
  • Responsible for the efficient allocation of technology, support, and training resources impacting the Engineering department
  • Achievement of strategic objectives defined by company management.
  • Accountable for the documentation and definition of policies and procedures utilizing best practices and the training of other team members 

QUALIFICATIONS: 

  • 2 years of technical support or help desk experience 
  • Certifications preferred
  • Bachelor’s Degree (Computer Science, etc.) preferred
  • Strong customer service experience and attention to detail
  • Understanding and implementation of professional communication (written and spoken)
  • Proficient understanding of Windows XP,Vista,7, and 8 operating systems and technology 
  • Understanding of Windows Server 2008R2 and 2012 environments
  • Experience with help desk support software and ticketing systems
  • Ability to follow directions thoroughly while also identifying potential areas of improvement
  • Experience with tax software preferred
  • Experience with application hosting preferred
  • Salesforce experience preferred 

CORE COMPETENCIES: 

  • Fun and Friendly
  • Professional Appearance and Attitude
  • High Level of Integrity and Honesty
  • Guards Confidentiality
  • Well Organized
  • Multi-Tasking
  • Writing Skills
  • Reporting Skills
  • Communication Proficiency
  • Customer/Client Focus
  • Leadership
  • Problem Solving/Analysis
  • Results Driven
  • Strategic Thinking
  • Individually Strong
  • Proactively identify and resolve issues  

ENVIRONMENTAL JOB REQUIREMENTS AND WORKING CONDITIONS: 

  • This position requires reliable transportation and the ability to travel to and from the data center with some late nights and some weekends.
  • All prospective employees that are interested in this position must pass a background check, state driving check and extensive communication with references to verify success for position.
  • Potential tests in VMWare, Network Hardware and both written and oral communication may be required of all candidates.
  • This position requires extended hours in a data center that has both cold and hot aisles.
  • This position requires the ability to climb stairs, and lift heavy equipment above the shoulders.
  • This position requires the ability to lift and carry heavy equipment and the fine motor skills to work in tight spaces and with small equipment and tools.

Perks: 

  • Health/Dental/Life/Vision Insurance, 401(k)
  • Unlimited PTO, Sick Days
  • Free lunch
  • Onsite Gym
  • Social Events
  • Job Training/Educational Assistance/Professional Development
  • Flexible Spending Account
  • Ocean Views, Game Room, Volleyball Court, Outdoor Zen Relaxation Area, BBQ & Patio Area, Cafeteria
  • Nursing Room
  • Short-term Disability
  • Covered Parking, Free Shuttle Service
  • Weekly masseuse and chiropractor onsite
  • Employee discount to 24-Hour Fitness 
  • 50% Off Gunnar Optik Eyeware
  • Close proximity to UTC mall (La Jolla/Miramar) and 805/5

Equal Employment Opportunity: 

AbacusNext is an Equal Opportunity, Affirmative Action Employer. 

 

 

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