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Technical Support Representative- Level 1

Managed.com Bellevue, NE
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Job Description

Technical Support Representative

Salary Grade/Level: Hourly

Range: Dependent on Experience

Reports to: Support Manager

 

Who are we?

Managed.com, a Deluxe company, is a fully-managed website host that delivers remarkable personal service to clients that operate small business sites up to global enterprise environments. We recognize that big or small, every client’s website is mission-critical to them and our associates are empowered to resolve problems and deliver results. We love to explore new ideas and are never afraid to question the status quo. We tear down old processes, reinvent ourselves, and expand into new markets. Based in the Silicon Prairie of Nebraska, our team-oriented atmosphere provides growth and learning opportunities for each individual while we provide world-class support that is renowned by our fanatically loyal customers.

Technical Support Team Member

This position is for versatile, self-propelled learners with critical thinking and problem solving skills. Successful applicants will have an opportunity to exercise and expand their talents in a fast-growing web hosting environment.

Technical support is provided for both Windows and Linux environments.  Support Specialists are responsible for troubleshooting, sometimes with little or no pre-existing documentation. Technical Support team members will need to research issues using vendor technical documentation as well as online resources. Technical Support team members will contribute to technical documentation in an internal knowledge base. Ideal applicants are experienced computer hobbyists and enthusiasts with flexible schedules. Overnight and weekend availability is preferred.

Responsibilities

  • Provide premium, unscripted service and support via phone and ticket
  • Follow standard processes and procedures
  • Identify, troubleshoot, and resolve issues by evaluating and analyzing symptoms
  • Research information using available resources
  • Contribute to team and customer knowledge by creating and updating knowledge base articles

Required Skills & Knowledge

  • Strong written, verbal, and telephone communication skills
  • Active listening
  • Logical thinking
  • Analytical thinking and attention to detail
  • Ability to multi-task and prioritize tasks
  • Ability to work both independently, as well as with a team
  • Must be well-versed in Windows operating systems
  • Basic understanding of PC hardware and networking equipment
  • Basic familiarity with the internet and web technologies
  • Experience with DotNetNuke (DNN) and WordPress CMS is highly preferred, but not required. Applicants not experienced with these Content Management Systems will receive basic training, and will be expected to familiarize themselves with it on the job.

Desired Skills & Knowledge

  • Experience with Linux Operating Systems (ex, CentOS)
  • Experience with Content Management Systems such as Wordpress, Joomla, or DNN. Wordpress experience is highly desired
  • Experience with browser technology including understanding of cookies, security and development controls, and extensions of popular browsers like Chrome, Firefox, and Safari
  • Basic understanding of web languages and technologies such as HTML, CSS, XML, SQL, JavaScript, and PHP
  • Experience troubleshooting connection issues using knowledge of network and routing technology including ISPs, modems/routers, firewalls, and Wi-Fi as well as protocols like DNS, HTTP and FTP
  • Experience troubleshooting email issues. Basic understanding of POP, IMAP, webmail providers, email clients, settings, filters, and email relays
  • Basic understanding of PC hardware and networking equipment
  • Basic familiarity with the internet and web technologies

Required Education and Experience

1.High School Diploma

2. Experience with computers (hardware, software and CMS systems) and a passion for technology.

Technology Background

All applicants will be required to take a written technical assessment. Five sample questions are listed below:

  1. What is an IP Address?
  2. What does "WWW" stand for?
  3. What port does HTTP run on?
  4. What is the difference between a hard drive and RAM?
  5. What does the "Control+C" keyboard shortcut do?

Supervisory Responsibility
This position has no direct reports.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

This job may also operate in the datacenter.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear and see. The employee is required to sit for extended periods of time; use hands to finger, handle or feel; and reach with hands and arms. The employee must be able to type. The employee is required to be able to bend, and lift up to 10 pounds unassisted.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work can vary as we have days, swing, and overnight shifts available. This is for a 24/7/365 support center.  

Travel
This position does not typically have travel requirements.

EEO Statement 

Managed.com provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Managed.com complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Managed.com expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Managed.com’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

 

Job Details

Date Posted April 6, 2018
Date Closes May 6, 2018
Located In Bellevue, NE
Department Technical Support
Function Technical Support
Job Type Full-time Employee
Compensation Salary, Varies, Based on Experience
Experience Level Entry Level (0-2 yrs. experience)
Hours 40 hours per week; Days, Swing, and Overnight Shifts Available
Start Date Immediately
Positions Available 1
SOC Category 15-1041.00 Computer Support Specialists
Zipcode 68005

This job offers the following benefits

  • 401(k) Retirement Savings Plan
  • Dental
  • Maternity / Paternity / Family Leave
  • Medical
  • Casual Dress
  • Free Parking
  • Paid Holidays
  • Paid Vacations
  • Sick Leave

This job requires the following skills

  • Call Center Expertise
  • Customer Service
  • Technical Support
  • Customer Service / Troubleshooting
At a Glance
Enjoy these benefits
  • 401(k) Retirement Savings Plan
  • Dental
  • Maternity / Paternity / Family Leave
  • Medical
  • Casual Dress
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