Job description

RenovoData is seeking a well qualified candidate for the System Administration and Advanced Technical Help Desk role. This is a full time position for an experienced tech with opportunity for raises and advancement. This is not a dead end position, the more value you add, the more you will be rewarded. Position Summary: Candidate is responsible for providing technical support to our customer base and maintaining/supporting customer & internal infrastructure. Responsibilities include but not limited to: • Answer phone calls and Email inquiries from customers/users and provide technical support and guidance to resolve issues. This is not a level 1 job, you need troubleshooting skills and experience with server environments, backups replication, VMware. • Provide technical support and service via phone and remote support tools to our customer base, reseller network, and internal employees/contractors. • Installing & troubleshooting Veeam Software, VMware, Windows server and other tools. • Review back end logs and reach out to customers that may need support. • Perform occasional on-site assistance to some local customers. This is rare but would require your own transportation for occasional "on-site" support, but little travel required as most support obligations are using remote access tools or from our office. • Document support calls, next steps, notifications or other documentation into Company's integrated practice management and ticketing software. Verify and maintain accuracy of customer information as required. • Assist with updating or creation of knowledge base articles as necessary. • Assist with supporting customer and internal IT systems and network including Virtual Servers, physical servers (Windows and some Linux), connected to storage systems. (VMware and Storage system experience preferred). • Identify areas of improvement in customer's environment, share with account manager to help foster long term relationships and add value to customer. • Perform other duties as assigned. (We are all team players here) To perform this job successfully, an individual will possess the following skills: • 5+ years of technical support/help desk experience. • Excellent Troubleshooting skills. • Professional phone etiquette, with customer service mindset (patience, good attitude). • Ability to read, analyze, interpret and implement technical procedures, specifications. • Ability to attend and learn technical training for your position. • Ability to work with little supervision, sometimes from home. • Customer focused, understanding details and sense of urgency. • Positive and professional demeanor. • Dependability, good attendance and punctuality. • Excellent written and verbal communication skills. • Experience with Windows Server & Windows 11 required. • Experience with network backups is required. • Experience with Active Directory, DNS is required. • Experience with VMware is required. • Experience with Linux/Unix Operating systems preferred. • Experience at a Managed Service Provider (MSP) or Cloud Hosting Provider is preferred. Minimum 5 years of experience in IT technical support role is required. Bachelor's degree from a college or Microsoft MCSE is preferred but not required. If you would like your resume seriously considered, please follow these instructions: (1) Answer all questions in this job post, providing info about your experience and how it could benefit RenovoData. (2) Make any comment about bacon, beer or potato salad where you can fit it in. We need to know you are a human. :-) Company DescriptionRenovoData is a Managed Cloud IT Services company headquartered in Atlanta, Georgia. We specialize in Backup and Disaster Recovery, along with short term and long term server hosting services to organizations across the United States and installations in many industrialized countries around the globe. If you are looking to be part of a growing organization that cares deeply about their loyal customer base with a significant opportunity for advancement, then you've found the right company. See our mission and values here: https://renovodata.com/company/

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