System Technician (219397-770)

Fry designs, develops, and manages the world's most respected and recognized eBusiness brands, applications, and systems. But at the end of the day we're not just about technology, we're about relationships. By combining advanced technology, systems engineering, information design, and creative brilliance, Fry infuses the human element into electronic interactions and commerce.Description



A Fry Systems Technician provides the first level of support to minimize any disruption of services to Fry''s hosted customers. The Systems Technician accomplishes this by monitoring the hosted environment, responding to alerts, escalating recurring or critical issues, and operating hosted systems, all according to published procedures. The Systems Technician must be comfortable talking with Managed Services clients on the phone and corresponding through email.

The shift for this opening is as follows:  Sunday 12am - 12pm and Monday - Wednesday 12am to 10am


Essential Responsibilities
Customer Service
The Systems Technician is the primary point-of-contact for all initial communications with Fry''s Managed Services clients. A Systems Technician must exercise sound customer service skills in dealing with clients.
Problem Ownership
The System Technician owns issues reported to the NOC by any method from initial contact through resolution. Incumbent will be responsible for fielding phone calls and email from hosted clients, entering the issue into the tracking system, performing first level support and triage, resolving the issue or escalating as appropriate, and following-up where required to ensure the issue has been fully resolved.
Monitoring
The Systems Technician is responsible for monitoring Fry''s proprietary monitoring software for potential network, hardware and software issues. A Systems Technician will act on all alerts in a manner consistent with the published procedures and Fry Service Level Agreements.
Operational Support
The Systems Technician is responsible for operating the hosting environment according to published procedures. Tasks include, but are not limited to, verifying backups execute successfully, maintaining the condition of the data center, and monitoring the anti-virus solution.
Technical Support
The Systems Technician is responsible for basic system support including, but not limited to, hardware installations and upgrades; software installations, upgrades and configuration; administration of database software; and administration of web server software.


Experience/Education
- High School diploma or equivalent and some college course work required
- Ability to work in the U.S. (no sponsorships available)
- 1 year call center or help desk experience in a server environment
- Certification in Microsoft, Linux, databases or Cisco networks a plus
Submitting a resume online at a job site could cause valuable screening information to be missed. Please apply directly at: http://hostedjobs.openhire.com/epostings/jobs/submit.cfm?fuseaction=dspjob&jobid=219397&company_id=15770&jobboardid=24Fry, Inc. is an Equal Opportunity Employer