Technical Support Specialist - Weekend & Overnight Shifts (Remote in US) id-7561
Company Description
Resultant is a modern consulting firm with a radically different approach to solving problems.
We don’t solve problems for our clients. We solve problems with them.
Through outcomes driven by data analytics, technology solutions, digital transformation, and beyond, our team works with clients in both the public and private sectors to solve their most complex challenges. We start by learning as much as we can about who they are, how they work, and what they’re striving for so we can feel their problems as our own. Partnering with our clients means their desired outcomes are always top of mind, their challenges and strengths guiding our efforts. We build client-focused relationships before we build unique solutions that blaze past expectations.
Originally founded in Indianapolis as KSM Consulting in 2008, Resultant now employs more than 450 team members who operate remotely and from offices around the United States including Indianapolis, Fort Wayne and Odon, Indiana; Columbus, Ohio; Lansing, Michigan; Denver, Colorado; Dallas, Texas; and Atlanta, Georgia.
We’re Resultant. Clients partner with us to see a difference. People join us to make one.
Job Description
To help continue our rapid growth and solve our clients’ toughest problems, we need a Technical Support Specialist to join the team for weekend and overnight shifts.
The following shifts are needed. Please note, all of the shifts are in Eastern Time. You may live in any time zone, but you will be required to work in the given times below.
- Sunday - Friday 10pm Eastern Time - 8am Eastern Time (Five 10 hour shifts Sunday, Monday, Tuesday, Wednesday, Thursday nights)
- Saturday - Monday 10am Eastern Time - 11pm Eastern Time (Three 13 hour shifts Saturday, Sunday, Monday days)
If you love to solve problems and add value, please consider what your typical days might look like…
- You will provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them.
- You will escalate customer support requirements as appropriate, communicating relevant information (such as criticality and timeliness), and confirming acceptance of the escalated issue.
- You will prepare desktops, laptops and miscellaneous hardware for customers.
- You will keep customer documentation up-to-date and accurate.
- You will deliver assigned operational and project commitments to customers, utilizing the entire customer team as necessary and as agreed with the Customer Team Lead.
- You will perform customer maintenance activities on behalf of the customer team.
- You will monitor the customer team’s assigned alerts in conjunction with the live helpdesk and respond appropriately.
- You will work collaboratively with teams of smart, thoughtful people to best meet the needs of our clients.
- You will demonstrate the ability to organize, prioritize, plan and deliver your work and commitments in a timely manner.
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Qualifications
Some of the qualifications and skills we are expecting include the following:
- You should possess excellent communication and customer service skills, both written and oral
- You should be able to explain technical challenges and solutions to just about anyone, regardless of their background
- You should be willing to participate in an on-call rotation and provide after-hours support as necessary
- We require at least 1-3 years of experience as a Desktop Support Specialist or similar role
- Prior experience working for a Managed Service Provider (MSP) is preferred
- Servers: Active Directory, File Permissions, Domain, Backups, Antivirus
- Network: Firewalls, Switches, Wireless, Voice, DHCP, TCP/IP, DNS, VPN
- Computers: Computer Replacement, IPCONFIG details, Joint to Domain, Printer Installs, Antivirus
- User Support: User Profile Migrations, Outlook Setup, Mobile Device Setup (email)
- Applications and Products: Office 365, SharePoint, QuickBooks
- Must be legally authorized to work in the United States for any employer without sponsorship
Additional Information
What you should know about us:
- We are humble, hungry, and smart. We solve big problems, serve lots of clients, and are entirely committed to delivering transformative outcomes.
- We are team players, deeply dedicated to the mission of the organization, and to helping everyone around us be successful.
- We compensate well, rewarding performance that delivers positive outcomes for our clients and ensuring incentives are aligned to achieve our goals.
- Our leaders work hard, serving as shining examples of what it means to live out our values. They are servant leaders, helping their teams to be successful in all possible ways.
- We have a great benefits package including unlimited vacation, significant 401k contributions, and several opportunities to develop yourself.
- We pride ourselves in having the best talent in the industry and hope that you're up for the challenge!
What our team members say about us:
- "I love our true empathy and concern for our clients, it's very rare and appreciated. It is a pleasure to be a part of an organization like this."
- "I learn something new every single day, and I feel like I'm a part of building an organization that has legs. I appreciate that I'm consistently humbled by the talent and caliber of our team."
- "The culture of the company is amazing, and the climate of my team is great. The benefits that employees are offered are better than competitors, and the one-on-one presence that my team lead gives is extremely beneficial to me."
