Pay Rate Type Job Description: Responsible for the initial analysis, and classification of customer cases, as well as following troubleshooting documentation to quickly assess the customer situation and escalate if needed. IT Specialist will also work with the customer through different types of media, to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexential's customer environments A strong combination of technical analysis, troubleshooting, documentation skills, quick and friendly communication is vital to the IT Specialist role. Key Responsibilities and Essential Job Functions Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer submitted tickets. Establish friendly initial communications to customers to let them know we hear and understand what the request/incident, and set concise and clear expectations to the customers’ requests and incidents in a prompt manner Document resolution and proactive status updates to technical issues clearly for customers and team members Works closely with our Level 2 support team to stay current on technology trends and information technology concepts Collaborate with customers and teammates to determine improvement areas in capabilities and processes Resolve customer requests and incidents with a high sense of urgency and ownership Be a team player focused on collective improvement and growth Align to ITIL best practices High paced work environment, where our system administrators will need to prioritize workloads. Effectively works with vendors to create resolution Required Qualifications Working knowledge of relevant operating systems (see below) Attention to detail Good organization, time management, and prioritization Ability to troubleshoot and think critically Effective communication skills, including phone etiquette, writing, and active listening Great customer services skills Thrives in a fast-paced environment Continually seeking new knowledge curious by nature Preferred Qualifications Positive attitude with a strong sense of urgency and ownership of quality work deliverables Excellent verbal and written communications skills Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required 1-3 years of system administration, network, or database administration experience 2 -3 years of Customer Service experience. Network , Security and / or CCNA desired Microsoft MCP or MCSA preferred Use of command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash or VBScript language skills is a plus) Current experience applying troubleshooting techniques across various server, application, and network technologies including: Remote Desktop, SSH, FTP Microsoft Server Technologies VMWare and/or other virtualization technologies Linux (or other *nix platforms) VLAN’s, ACL’s, IP subnets Networking and Switching concepts Load Balancing Firewall Configuration (Fortigate, Cisco ASA) Physical Requirements Ability to sit for extended periods of time Walk or Stand for 50% of the time Moderate or advanced keyboard usage Lift 50 lbs. Hourly Pay Range Hourly pay ranger for this position is estimated to be ($26.92 - $34.33). However, the actual pay range depends on each candidate’s experience, location, and qualifications. Benefits of working at Flexential Medical, Telehealth, Dental and Vision 401(k) Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA) Life and AD&D Short Term and Long-Term disability Flex Paid Time Off (PTO) Leave of Absence Employee Assistance Program Wellness Program Rewards and Recognition Program Benefits are subject to change at the Company’s discretion. EEO Statement Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. This position has the following safety hazards: ☐ Chemical ☐ Electrical ☐ Ergonomics ☐ Climb ladders ☐ Mechanical lift ☐ Noise ☐ Temperature Extremes ☐ Trip/Fall ☐ Driving (must possess valid driver’s license and insurance) ☐ Other:_________________ Flexential offers flexible and essential services that help organizations optimize their journey of IT transformation while simultaneously balancing cost, scalability, compliance and security. The company, co-headquartered in Charlotte and Denver, is committed to building trusted relationships and delivering tailored solutions that suit the individual needs of its customers. Flexential is deeply invested in the success of its customers, who trust it to deliver core data center solutions of colocation and connectivity, as well as, cloud, managed solutions and professional services. Flexential’s robust suite of assets spans 21 markets and comprises 38 highly redundant and connectivity-rich data centers. For more information on Flexential, please visit www.flexential.com. Flexential is a registered trademark of the Flexential Corp. Follow Flexential on LinkedIn, Twitter, Facebook and YouTube.