CIQ believes in helping people do great things. We do this by building strong communities for open source software, innovating software infrastructure, and building the next generation of performance computing. Our software stack consists of Rocky Linux the CentOS replacement, Apptainer the container solution of choice for HPC, Warewulf a provisioning and cluster management solution, and Fuzzball our next-generation performance computing platform that is multi-cloud, multi-site, multi-cluster, and multi-node.
If you are interested in an environment built on ownership, diversity of thought, and pushing the limits of what is possible, then we would be interested in you.
IT Support Technician - Tier 3
Under the direction of the VP of Support, the Tier-3 Technology Support Technician is the final escalation point within the Client and Technology Support department. The Tier-3 Technician is capable of troubleshooting and resolving the most difficult and complicated issues. The Tier-3 Support Technician is the escalation point for all technical support issues. Tier-3 Support Technicians are required to provide a clear and concise communication with all forms of internal interactions.
Primary escalation point technology issues.
Responsible for advanced troubleshooting of supported services.
Documenting support-related processes and procedures (SOP)
Maintaining Service Level Agreements (SLA) on tickets.
Accurately documenting client requests and incidents
Providing courteous and professional communication with clients and internal departments
Ensuring support standards are followed from beginning-to-end of each client and internal department interaction
Perform daily shift-driven tasks assigned by the Manager of Technology Support
Provide coverage, as needed, for the SOC Tier-1 & Tier-2 Teams
Great educational background, preferably in the fields of computer science or engineering for technical project managers
Proven working experience as a project administrator in the information technology sector
Solid technical background, with understanding or hands-on experience in software development and web technologies
Excellent client-facing and internal communication skills
Excellent written and verbal communication skills
Solid organizational skills including attention to detail and multi-tasking skills
Medical, dental, vision insurance (80% employer/20% employee)
Flexible paid time off
Employee stock options
Remote work, no required travel for most positions.