At Lunavi, we believe in illuminating the path forward and helping our customers navigate what's next. We are innovators who are combining the power of human ingenuity and technology to deliver unrivaled customer experience. We're a trusted partner for companies looking to digitally transform their business, modernize business applications, solve traditional IT challenges, and extract ROI from technology. Our high performing teams, deep expertise, and proven processes help to propel businesses forward.
Our core values:
Be Great. Aspire to know more, do more, and realize your fullest potential. Keep reaching above and beyond to excel and exceed every expectation.
Reimagine Everything. Continuously create value by pursuing what's next, what's possible. Deliver a new level of awesome through relentless curiosity.
Ignite Passion. Share the very best of who you are in everything you do. Create a positive and uplifting environment that inspires others.
Own It. Know that your contributions make a direct impact. Be the difference that leads to more successful experiences and outcomes.
This position will perform the primary function of the Helpdesk, Tier 1 Support, and Remote Hands role, with secondary responsibilities of Network Operations and Monitoring. Primarily responsible for successfully receiving and completing tickets to customer's satisfaction, managing the ticketing system, and answering the phones. Secondary roles include monitoring our systems and facilities as well as responding to alerts. This is not meant to be an all-inclusive list, but this lists the major responsibilities. Reports to the Team Leads and GSC Manager.
Primary Role and Responsibilities:
Answer the phones politely and transfer calls accordingly.
Set customer expectations upon acknowledgment of all customer facing tickets.
Perform Tier I support requests including triage, troubleshooting, and maintenance.
Follow-up with end users to assess resolution satisfaction.
Perform Remote Hands functions including Hard Drive replacements, Tape Library Storage maintenance, Cabling, and physical building alert checks.
Perform Data Center functions including Shipping and Receiving, Building clean up, and Client and Vendor Escorts.
Use available documentation while handling normal ticket workflow prior to escalation.
Effectively communicate system status and escalate problems to multiple departments.
Work closely with multiple departments to ensure problem resolution and reduce time to recovery.
Provide necessary assistance to other employees.
Assist in updating existing documentation while handling normal ticket workflow.
Follow proper email etiquette and respond promptly.
Reflect productivity through Autotask timesheets in tickets worked
Secondary Role and Responsibilities:
Monitor real time Network dashboards and alerts that report on: configuration, capacity, access, performance, and security managementRespond to tickets opened by customers, routine alarms and network issues.
Respond to alerts from email notifications along with network and building monitoring systems.
Perform tier I troubleshooting, reboots, and maintenance regarding network monitoring and infrastructure.
Maximize network performance by troubleshooting network problems and outages.
Qualifications, Skills and Abilities Requirements:
High School Diploma or GED.
Customer Service - demonstrate the ability to respond with a high degree of urgency to the needs & requests of others, internally and externally.
Strong organizational and communication skills.
Ability to handle heavy ticket workflow while remaining calm under pressure.
Manage multiple and conflicting priorities with minimal direction.
Desire and ability to develop technical skills and take on additional responsibilities to add value to departmental goals.
Basic working knowledge of Local Area Networks (LAN).
Basic working knowledge of Operating Systems, software, network devices, and printer
Work is performed in shifts within a 24x7 Network Operations Center environment located in Cheyenne, WY. Candidates must be available to work ANY SHIFT, including nights, weekends, and holidays, as dictated by the needs of the business
Interact and coordinate respectfully with other departments and the GSC to resolve customer issues.
Maintains a positive attitude at all times and quickly adapts to change.
Must maintain a pleasant demeanor at all times with customers.
Self-motivated to learn new technology and new ways to deliver it.
Maintain constructive relationships and demonstrate respect for everyone contacted
ide ideas, opinions, or information in an articulate, professional way. Actively listen to others and demonstrate understanding of other points of view.
Ability to take constructive criticism from Team Leads and upper Management.
Associate Degree in Information technology
Experience with MS Server OS (Windows Server 2008-2016)
Experience with MS Windows OS (7, 8, 10)
Experience with MS Office Products (Office 2010-2016)
+, N+, S+, MCSA, CCENT, VCA, or equivalent experience
Must be able to lift up to 50 pound
Must be able to sit at a computer workstation for 4-5 hours at a time with no break
Must be able to remain actively engaged for full shift outside of normal business hours