Job description

WHAT'S THE DAY TO DAY LIKE? - On a 24/7 rotating shift basis, provide 1st and 2nd level support and monitor Pelmorex I.T. operational infrastructure and services such as Web sites, Data feeds, applications platforms, Active directory, DNS’s infrastructures including AWS, Azure, GCP cloud services to ensure proper functionality. Any irregularities must be reported, investigated, resolved and documented in a timely manner. - Diagnoses, troubleshoots end-user desktop and laptop application issues and provides an appropriate solution. - Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). - Communicates with customers at all levels of technical and non-technical skills sets - Onsite and remote support for PCs, laptops, printers, cell phones, and tablets etc. - Physically install and deploy new equipment as required. - Support end users in their use of applications such as G suite products, Microsoft Office, VPN etc. - Provide support for video conferencing, backup systems, anti-virus, various computer hardware, etc.) - Triage, troubleshoot and resolve the daily technical issues reported, ensure SLA’s are met, and escalate as appropriate to 2nd level support team while maintaining incident ownership until closed. - Ensure the delivery of optimal results against appropriate performance metrics; - Install and arrange new equipment for the data center. This may include physically upgrading internal system components (CPU), memory hard drives, fiber cables, copper, and more.. - Identify incident trends; recommend and implement improvements to reduce volume. - Prepare SOP (Standard Operating Procedures) for the daily maintenance of applications and underlying systems. - Keep the Operations team up-to-date with new implementations and technologies. - Establish clear communication channels for feedback from customers, peers, and cross functional teamsRoles, responsibilities and duties may evolve and change over time. WHERE ARE YOU RIGHT NOW? - You have strong experience with Linux systems, Kubernetes, and managing complex server and infrastructure environments. - You’ve thrived in 24/7 operational settings and are comfortable working in an on-call rotating shift, where reliability and quick response are critical. - Known as the go-to problem solver for high-impact issues, you bring deep knowledge of system architecture, automation, and container orchestration. WE ARE HOPING YOU HAVE: - Minimum of 3 years’ experience in a technical support environment with 24/7 customer service - Excellent verbal and written communication skills - Excellent troubleshooting skills cross multi environment - Good working knowledge of Linux (CentOS), Microsoft Windows Servers (2008/2012/2016) Windows 10, OSX, Active Directory DNS, G Suite, O365, VMware, AWS and Azure services - Good working knowledge to perform basic repair of damaged or faulty network equipment and devices - Ability to provide remote support - Excellent customer service skills. You always go above and beyond to solve a clients problem - Flexibility with work hours when required. - Good understanding of systems architectural concepts and methodologies; infrastructure platforms and application; business processes, process analysis/management, and IT requirements and IT services. YOU ARE MADE FOR THIS IF .. - Are you a customer service wiz - you provide excellent customer service skills, attitude and professionalism and are able to deal effectively with all levels of employees - Are you someone who likes building relationships and has excellent interpersonal skills, with a focus on listening and questioning - Are you self driven - you have the ability to work under pressure with minimal supervision - The nitty gritty excites you and you are detail oriented, meticulous - Are you someone who enjoys wearing many hats and are able to multitask, manage time and work in a fast-paced environmentDON’T MEET ALL THE REQUIREMENTS? DON’T WORRYNot all applicants will have skills that match a job description exactly. Pelmorex values and welcomes diverse experiences. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Pelmorex. We are always looking for people who will be a culture add (yup, that's right, we don’t subscribe to culture fit, we want you to add to what we think is an amazing culture and work environment)

Requirements