Client Services Technician

Job Title: Client Services Technician
Company: Online Tech, LLC
Location: Flint, Michigan
Shift: 3rd (Sun-Thurs, approximately 12-8 AM)

Job Overview

The Client Services Technician is responsible for doing just that – providing our clients with exceptional experiences. Duties include managing client tickets through to their successful resolution, monitoring network events, performing daily walk-through processes, and working on other client projects as needed. We’re seeking someone with an internal fire – that intense drive to succeed which separates the exceptional from the acceptable. This is a highly energetic “A” player who creates a win-win environment. She or he is well-rounded with skills across information technology, interpersonal relationships, and leadership.

 

What We’re Looking For

Our ideal Client Services Technician will fully engage by contributing great ideas and maintaining the highest standards of accountability and client focus to help us build one of the nation’s success stories. This is a full-time exempt (salaried) position working at our Flint location, reporting to our Manager of Client Services, and working the 3rd shift, Sundays through Thursdays (with day shift training for the first few months before moving to 3rd shift).

 

Company & Culture Overview

We are a data solutions company focused on hybrid cloud hosting and providing exceptional services to mid-market and enterprise customers across the US and abroad. Our goal is to help our customers navigate the evolving cloud landscape as they move through their own digital transformation. We are experts in the continuous delivery of secure, compliant cloud and managed services so that our customers can focus on the success of their business. At Online Tech, it is our people and how we organize ourselves that makes the difference. We are deliberate about our culture--everyone lives our purpose; everyone is driving towards our vision. Our core values are not just words on a wall; they are an active part of our vocabulary. We defend them and constantly look to improve ourselves by asking if we live by them every day. Find out more here: http://www.onlinetech.com/company/core-values/. 

 

Position Responsibilities

  • Provide professional and friendly support consistently via telephone and electronic help desk (Online Tech Portal ticketing system)
  • Troubleshoot and solve a wide range of customer support issues from basic to complex, including but not limited to backups, patching, imaging, permissions, and working with Windows and Linux servers
  • Participate in a daily queue watching rotation to make sure that no request goes unnoticed 
  • Operating system and application installation/configuration
  • Performing scheduled maintenance tasks
  • Participate in an on-call rotation that will vary in frequency and duration based on size of the support team (typically a one-week on-call rotation once every several weeks)
  • Follow a well-established escalation procedure in the event of a service outage
  • Carefully manage and balance projects with daily requests
  • Set reasonable expectations with the customers for completion of requests
  • Interface directly with customers where the request is unclear or challenges come up during the implementation of the request
  • Meet weekly to discuss challenges or accomplishments
  • Triaging requests where appropriate
  • Manage self according to Online Tech’s standard processes and procedures (“the Online Tech Way”)
  • Perform other duties as required to help the Online Tech team achieve its objectives

 

Required Skills and Background

  • One year of experience in high-tech or IT related field (required)
  • Excellent customer service skills, verbal and written communication skills, and problem-solving skills
  • Basic working knowledge of Windows Server 2008/2012 and understanding of VMware
  • Experience working in a team-based environment
  • Ability to work flexible hours, including on-call work for emergencies
  • Associates degree or relevant technical certifications preferred
  • Desire to be a part of the fast-paced, high-energy entrepreneurial experience
  • U.S. citizenship or U.S. lawful permanent residency required

 

Key Traits for Success

  • Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline
  • Builds respectful relationships with team members; consistently acknowledges and appreciates each member's contributions
  • Effectively utilizes each team member to his/her fullest potential; motivates team to work together in the most efficient manner
  • Provides high quality customer service above all else; ensures an understanding between customer and OT and helps provide workable solutions
  • Tracks and internalizes lessons learned and shares those lessons with team members 
  • Mitigates team conflict and communication problems; provides information that ensures interest and understanding
  • Promotes innovation, creativity, and effectiveness, always striving for continuous improvement
  • Grows professionally and personally; eager to acquire new knowledge while demonstrating and promoting OT values and culture

 

Compensation

Competitive base salary plus bonus, 401(k), health insurance, PTO and holidays, and other benefits. We also offer excellent long-term growth potential in a company that promotes heavily from within. We are a privately-held, well-established company (founded in 1994) with an excellent reputation, long-term focus, and value system. If you are interested in this position, please send your resume with salary requirements to This email address is being protected from spambots. You need JavaScript enabled to view it..

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