Overview

We’re hiring! Calian is growing and looking for talented individuals to join our team.  Our diverse and inclusive team's capabilities are leveraged to solve complex problems using cutting-edge technologies.

Whether remote or in the office, Calian offers benefits and perks to support the physical, financial, and emotional well-being and your loved ones. You will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.

We seek a Client Advocate to provide onsite IT support to valued clients.


Essential Functions

  • Onsite IT support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Build long-lasting relationships with customers to ensure retention
  • Work with Network Operations Center (NOC) Management to build regular meetings and KPI reviews to ensure that Calian Corp. is meeting client’s needs
  • Serve as a point of escalation for business-impacting or highly visible issues
  • Support of disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, Kaseya, and other tools
  • System documentation maintenance and review in ConnectWise
  • Communicate with customers as required: keep them informed of incident progress, notify them of impending changes or agreed on outages
  • Daily travel to the NOC and to client sites is required
  • Perform other duties as required and/or assigned
  • Employee must be able to perform essential functions of the job with or without reasonable accommodation


Additional Job Responsibilities

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Escalate service requests that require engineer-level support
  • Responsible for entering time and expenses in ConnectWise as it occurs
  • Enter all work as service tickets into ConnectWise
  • Light project coordination between NOC and Client


Qualifications

  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: the ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • Must have own transportation


Physical/Cognitive Requirements

  • While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach, stoop, and kneel to install computer equipment
  • Specific vision abilities required by this job include close vision requirements due to computer work
  • Light to moderate lifting is required


EEO Statement

Calian Corp. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.