Support Technician -

Company Information
We are an IT and Audio/Video integration firm that designs and deploys complex integrated systems for the private yacht industry. We have a high energy, fast paced, fun and collaborative environment and we are looking to add a qualified individual to our team.

Position Summary
The purpose of this position is to help assist in the efforts of our helpdesk support team. The team responsibilities include remote and on-site troubleshooting, maintaining, testing, building and documenting IT & AV systems for various mega yachts around the world. We provide support to our clients 7x24x365. This position requires attention to detail, unique client needs, and a passion for resolving issues in an effective and efficient manner.

Essential Duties and Responsibilities
Issue management and escalation per defined procedures
Assist clients with software and hardware issues
Assist with server management and maintenance tasks
Assist with software implementation and systems configuration
We are looking to add an experienced member to our support team to provide issue resolution for desktop, server, data, telecommunications, satellite, and A/V systems
Tests and performs system upgrades to maintain maximum system reliability
Writes and maintains documentation to include monthly reports, site information spreadsheets, user guides, etc.
Performs other duties as assigned by management
Attend client sites and assist with on-site project work as needed


Preferred Experience and Skills
Excellent troubleshooting and research skills
Ability to handle new and unknown issues
Remote client support
Cisco and HP switch configuration and management experience
Experience configuring and administering WLCs and WAPS
Microsoft SBS 2003-Current
Windows 7, 8, 10 and OS X in an AD environment
Computer hardware building, imaging, testing, troubleshooting, and repair
Network technology to include DHCP, switches, routers, firewalls, NAT, wireless protocols, and TCP/IP
Advanced knowledge of antivirus software, common web browsers and MS Office 2010 to current
Configuration, maintenance and repair of network printers
Ticketing/Client Issue Management Software, Procedures, documentation, escalation
The position also requires excellent verbal and written communication skills, independence, the ability and willingness to travel internationally, and a desire to learn.

Personality Traits
Explain technical issues and resolutions in an empathetic, patient, non-technical manner
Effectively prioritize tasks and client issues in accordance to defined standards
Have a detail-oriented working style
Share knowledge with team members, superiors, and users
Apply knowledge to new situations
A tenacity for solving problems both for the short and long term

Requirements
Valid Driver License
Valid Passport

Work Environment
Our business requirements dictate that certain system updates take place late at night and/or weekends. As such, the individual must maintain flexibility to work around user needs to complete tasks such as system maintenance, testing, software upgrades, and troubleshooting.
Weekends and time-shifted shifts are expected on a rotating basis.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, talk, and hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee is occasionally required to lift more than 50 pounds. The vision requirement includes: the ability to adjust focus; depth perception; peripheral vision; distance vision; and close vision.

How to Apply
Job applications are processed through an online test center. You will need to fill out an online job application and upload your resume through a web portal. You will be required to take some brief online tests in order to qualify for this position. The job application and tests are administered through the following link:
https://www.ondemandassessment.com/index.php/verify/apply/SevSAAe/nEnbCbE
The job application process takes about 30 minutes.