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 are seeking a qualified Cloud and Managed Services Engineer who is sometimes the first impression customers have of our organization. This important position will be responsible for taking inbound customer support requests and providing solutions to hardware and software issues. This position identifies, researches, and resolves technical issues over the phone, via email, and via remote connections.
The desired shift for this position: MON-FRI 8 AM - 5 PM
Responsibilities
- IT Support involving Microsoft’s core business applications and operating systems
- 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
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- System documentation maintenance and review in ConnectWise
- Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed-on outages
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Work with the CSRs to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- 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
- Perform other duties as required and/or assigned
- Employee must be able to perform essential functions of the job with or without reasonable accommodation
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
- Ability to work in a team and communicate effectively
- 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
EEO Statement
Calian 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.