Follow Us:

Call Now! 630.297.4400

 

Careers

OGA5IQ0

Give Your Career The Jolt It Needs

Benefits Of Joining The Blue Star Technology Team

Competitive Salary

Blue Cross/Blue Shield. 80% Paid By Blue Star Technology

Competitive PTO Policy

Located Less Than 2 Miles From The Roselle Train Station

Located Right In Bloomingdale Near Various Restaurants

Ability to Learn New Skills Along With Growing Existing Attributes

Located Right Off All Major Highways

We Have The Tools That You Need To Grow Your Career

If You’re Looking To Be Challenged On A Daily Basis And Make A Positive Impact In Our Industry Then Look No Further

The Tier 1 Help Desk Support Technician is the mainline of support for initial contact, basic level troubleshooting and documentation oversight. This process will lead to quick overview of an initial communication/diagnosis for the resolution plan of the technology system and the related user/system issue. This position is the first defense for proper communication/contact with the customer and auditing of the documentation about the technology system.

 

Requirements:

  • Knowledge of the following technology systems including but not limited to: Firewalls, Switches, Servers, Desktops, Internet Service Provider circuits
  • Ability to troubleshoot and close trouble tickets while also demonstrating superior customer service communication skills
  • Flexibility with on-call support after hours, weekends, and potentially holidays

 

Responsibilities:

  • First contact support for all new tickets through the PSA/CRM system
  • Tier 1 support for troubleshooting and diagnosis of the technology system through trouble tickets
  • Meeting SLA of 1-hour contact to a customer for response time management
  • First level vendor management with Internet Service Providers and hardware/software vendors
  • Triage of multiple support queues for transition to other departments
  • Boots on ground implementation with customer issues/projects when assigned by project management
  • Time Management through the ticketing system to display working hours spent on issues for customer reporting purposes
  • Initial customer documentation auditing and update process.

The Tier 2 Support Engineers are the secondary point for customer contact, intermediate level troubleshooting and documentation oversight. This process will lead to an overall resolution plan of the technology system and the related user/system resolution completion. This position will confirm and audit the customers documentation and streamline inventory management through the Remote Monitoring Management tool.

 

Requirements:

  • Knowledge of the following technology systems including but not limited to: Firewalls, Switches, Servers, Desktops, Phone Systems, Internet Service Providers circuits
  • Ability to lead, mentor and manage Tier 1 engineers
  • Ability to troubleshoot and create a resolution plan while demonstrating superior customer service communications skills
  • Flexibility with on-call support after hours, weekends, and potentially holidays
  • Ability to be the escalation point for Tier 1 engineers through troubleshooting technology system issues

 

Responsibilities:

  • Second and possibly first contact support for all new/in progress/escalated tickets through the PSA/CRM system
  • Tier 2 support for project implementation, troubleshooting and diagnosis of the technology system
  • Meeting the SLA of 1 hour for new tickets and 2 hours contact for in progress/escalation tickets
  • First and second (resolution) level vendor management with Internet Service Providers and hardware/software vendors
  • Triage of multiple support queues for transition to other departments or escalation to higher Tier levels
  • Boots on ground implementation and administration with projects when assigned by project management
  • Time Management through the ticketing system to display working hours spent on issues for customer reporting purposes
  • Documentation updating and mentoring for Tier 1 engineers for process/information improvement

Tier 3 Design Engineers are the third point for initial contact, intermediate level troubleshooting, documentation oversight and resource tool management. This process will lead to an overall resolution plan of the technology system and the related user/system resolution completion. This position will confirm and audit the documentation process and streamline inventory management through the Remote Monitoring Management tool. This level is responsible for the function and improvement of the technology tools for the department.

 

Requirements:

  • Knowledge of the following technology systems including but not limited to: Firewalls and routers, Switches: Layer 2 and Layer 3, Servers, Hosts and Virtual Machines, Desktops, Phone Systems, Internet Service Providers circuits, Backup (On-premise, Cloud, DRaaS)
  • Ability to lead, mentor and manage Tier 2 engineers
  • Ability to troubleshoot and create a resolution plan while demonstrating superior customer service communications skills
  • Flexibility with on-call support after hours, weekends, and potentially holidays
  • Ability to be the escalation point for Tier 2 engineers through troubleshooting technology system issues

 

Responsibilities:

  • Third and possibly first contact support for all new/in progress/escalate tickets through the PSA/CRM system
  • Final resolution of any tickets for a customer’s technology system
  • Tier 3 support for project design, implementation, troubleshooting and diagnosis of the technology system
  • Meeting the SLA Agreement of 2 hours for new tickets and 4 hours contact for in progress/escalation tickets
  • Final (resolution) level vendor management with Internet Service Providers and hardware/software vendors
  • Triage of multiple support queues for transition to other departments and final escalation point for all
  • Boots on ground design, implementation and administration with projects when assigned by project management
  • Time Management through the ticketing system to display working hours spent on issues for customer reporting purposes
  • Documentation updating and mentoring for Tier 1 and Tier 2 engineers for process/information improvement
3048

Please Email Your Resume and Cover Letter To

Info@BlueStarTec.com