Abstract Technology Group

POSITION TITLE: Tier 2 Technical Support Technician – System Administrator

ORGANIZATION SUMMARY

Founded in 2008, Abstract Technology Group provides IT services to businesses in the Greater Lafayette and Indianapolis areas and beyond. From small to large, we treat every client as if they are the only client of Abstract Technology Group. We operate normal business hours of 8am to 5pm Monday through Friday. We have a diverse team comprised of IT Support, Network Management, and Website Design. We act as an outsourced IT department for our customers and maintain the highest level of customer service.

PURPOSE OF POSITION

The Tier 2 technician functions at a higher level that includes network deployment and design, server administration, and low level security aspects for clients. The position will handle a multitude of tasks including Exchange, Active Directory, Firewall, and other network tasks.

IDEAL CANDIDATE

• Experience in network management and setup
• Experience in Exchange and Office 365 administration
• Experience in firewall security and setup
• Experience in hardware and software troubleshooting
• Experience in vlan administration
• Experience in phone system setup and maintenance
• Exceptional communication skills with experience in customer service

ESSENTIAL DUTIES AND RESPONSIBILITIES

Administration

• Will handle technical support issues from clients. Will ensure efficiency and effectiveness in meeting client needs, and maintaining high quality standards.
• Directly responsible for developing and implementing effective documentation and procedures for the repair or setup processes.
• Will ensure that Abstract Technology Group meets or exceeds established technical goals.
• Directly responsible for configuration and installation of client workstations.
• Will confer with clients to resolve complaints on technical issues.
• Will ensure compliance of operations and software with state regulatory requirements, software vendor licensing regulations and established organizational policies/procedures.
• Will be a member of the 24/7 on-call rotation for technical problems related to customer and/or internal problems.
• Must prepare and maintain written operations manual(s) as pertains to the technical support.
• Must have text message and email capable mobile phone.
• Regular attendance is an essential function of this position. Must be willing to initiate a personal work schedule that meets the needs of the business unit.
• Will work cooperatively with other employees to further the mission of the organization and achieve its goals.
• Must possess a valid driver's license and be able to drive or arrange to independently transport self to and from tech calls or other meetings at client locations.
• Will perform all other essential functions as assigned by the Quality Team or other members of management.

QUALIFICATIONS

• Demonstrated skills in technical support and training.
• Must have network certificate or ability to obtain.
• Must demonstrate excellent written and oral communication skills.
• Must be willing to sign non-compete agreement.
• Must be willing to sign an Employment agreement.
• Limited criminal history must show there are no convictions for the following:
• Sex crime
• Exploitation of an endangered adult
• battery, neglect, or exploitation of an endangered adult; or
• abuse of neglect of a child
• Theft, if the person’s conviction for theft occurred less than ten (10) years
• Murder
• Voluntary manslaughter
• Involuntary manslaughter
• Felony battery
• Felony offense relating to a controlled substance.

Job Type: Full-time

Pay: $35,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person