For more than 40 years, Calian has been solving the world’s most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us, from the medical professionals who care for us to the governments, schools, and companies that make the world better every day.
Position Overview
We seek a Client Advocate to provide onsite IT support to valued clients.
Responsibilities
- 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 they occur
- 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
Additional Qualifications
- 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.
Job Title: Client Advocate
Location 1: Houston
Location 2:
Remote: Yes
Hybrid: Yes
Division: ITCS
Job Type: Full-Time