Montana Career Opportunities – Tier 2 Technicians – Alter Enterprise

Join the AE team, a small, locally owned and operated IT firm. We provide computer support, maintenance and consulting services.

We are actively growing our business on a daily basis. This creates a fast paced and changing environment.

We are continually learning more about our business, clients, employees and products and we ask the same of our employees.

We often provide training outside of the office however we also learn as we go.

We are looking for individuals who are adaptable and open to change.

We strive to offer the best customer service every day, all day both internally and externally.

As Alter Enterprise provides complete computer services for more and more organizations, from design and implementation to administrative support to allow clients to focus on running their business, our technical consultant staff is crucial to help businesses develop IT strategies to maximize their staff’s time and productivity.

Alter Enterprise is looking to hire a technician staff member who will provide end user support, monitoring and troubleshooting for workstations, servers, and customer networks. This is advanced technical position for an individual with experience resolving tier two and three issues remotely, handling customer issue escalations, and who has an interest with coaching team members to expand their technical knowledge.

We are looking for a customer service orientated professional with a BA in Computer Information Systems and 7+ years of IT job experience in network operations support and is certified in MCSA: Windows Server 2012 and inMCITP: Server Administrator (Windows 2008), who as well has some experience with BlackBerry, iOS, Android, and other mobile technologies.

This person must be passionate about helping our organization succeed, has strong communication and problem solving skills, and who thrives in working as part of a team in a fast paced environment where attention to detail matters.

This full time position will report to the CEO and COO and will be based in Missoula, MT.

Essential Duties and Functions

Proactive monitoring of WAN/MAN/LAN networks using network management systems.

Analyze and trouble-shoot network communication failures/bottlenecks and escalate issues accordingly.

Open trouble tickets and test with vendors or ISPs.

Respond to network events, diagnosis and provide analysis for resolution.

Create and update trouble tickets using ConnectWise ticketing system.

Interface directly with customer(s) to resolve network events.

Lead and mentor junior Customer Support Engineers on Managed Service products and methodology.

Provide information, analysis and reports required and requested by the Manager.

Strong troubleshooting tactics and experience are required to quickly understand an issue as it is reported by the customer, and take actions based on knowledge and experience to assist the customer in finding and resolving the cause. Recognizing "red herrings" and isolating the issue is essential.

Assist in technical job training for other analysts and new hires.

Delivery, minor training and installation of patches and hot fixes will be required. Occasion performance or health checks of customer systems will also be required.

Work on initiatives including migrations & ADFS migrations for Customers.

Serves as the escalation point for Tier2 Support for questions and complex issue resolution

Set-up/create customer environments in ConnectWise/ LabTech.

Replicate customer environments to troubleshoot and resolve problems, file defects etc.

Support Customers performing migrations.

The ability to keep technical, communications, and business skills current with an emphasis on understanding emerging technologies and their impact on AE customers and their business.

Experience supporting different Network Topologies, Protocols and Routing/Switching

Experience supporting WAN/MAN/LAN networks.

Experience using network management software, packet sniffing utilities and protocol analysis software.

Experience troubleshooting and configuring VPN, IPSEC and GRE tunnels.

Experience designing, configuring, installing, supporting Cisco’s CM, CME, IPCC and Unity.

Experience with Telecommunications infrastructure and VoIP.

Understands AE’s products, capabilities and limitations in sufficient detail to be able to develop offerings that meet customer needs.

Working experience with Microsoft Office implementations and experience with ADFS and Directory.

Experience with support and administration of environments with high-availability and disaster recovery technologies such as clustering and replication.

Experience with Microsoft Exchange, IIS, Active Directory and MSSQL

Fundamental understanding of DNS, Mail Flow, Spam Filtering

In-depth knowledge of SMTP and spam filtering solutions

If interested, please email a cover letter and resume to [email protected].

Stephanie and Ryan Alter
Alter Enterprise
MonTEC Building
1121 East Broadway Street Suite 101
Missoula, MT 59802
406-214-3977
http://www.alterenterprise.com