About the position
At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we've been doing it for over four decades. As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRN’s Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings. But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 70, compared to the industry average of 47. If you're the type that takes pride in providing world-class support, you may have what it takes!
Responsibilities
- Responsible for the execution of projects and break/fix support across System/Platforms disciplines.
- Resolve escalated break/fix support tickets and small projects across Routing & Switching, Data Center, Wireless, Security and Collaboration disciplines.
- Provide broad technical expertise across all disciplines mentioned.
- Communicate professionally across different internal and external organization levels.
- Maintain working relationships with Sales, Service Delivery, and other groups within ISG.
- Interact directly with ISG customers.
- Maintain relationships with vendors to stay current with new vendor technologies and capabilities.
- Utilize administrative skills to create and implement detailed action plans.
- Complete ConnectWise data entry in an accurate and timely fashion.
- Manage and prioritize complex, changing workloads in a challenging technical environment.
- Work both independently and as a member of a team for project execution.
- Participate in team training programs to maintain standards of the team.
- Participate in rotation of after hours on call support.
- Provide break/fix support to ISG customers.
- Attend client opportunity meetings as a technical engineer.
- Travel to client sites and/or data center sites may be required, approximately 50%.
Requirements
- Bachelor’s Degree, or Associate’s Degree with equivalent experience required.
- Minimum of 6-8 years of experience working with systems environments required.
- CCNA, Microsoft, and VMWare Certifications Preferred.
- Experience working with standard sales methodologies and supporting tools and applications required.
- Previous leadership experience preferred.
- Competent in technologies such as Virtualization, Server/compute, Storage, Backup and Replication / Business Continuity / Disaster Recovery, Microsoft Stack, and Security.
- Competent with Visio.
- Working knowledge in Routing & Switching, Data Center, Wireless, Security, Collaboration, and Cisco.
- Hold and maintain a valid driver’s license; driving record must meet the criteria of ISG’s insurance carrier for acceptance of coverage.
Nice-to-haves
- Experience with Meraki Switches, Aruba Switches, Network Analysis Tools, Aruba Mobility Controllers, Aruba Instant APs, Aruba Central, Security, Meraki MX, Cisco Umbrella, Fortigate, Cisco Unified Communications Manager, Microsoft Teams Calling.
