General Description: Technical Support Generalist

At Secure Cloud Technologies (SCT), the Technical Support Generalist will contribute to the success of our End Users by applying their technical skills to create and apply secure, scalable solutions to complex technical issues within documented SLA timeframes. These solutions will be created and implemented in concert with the entire SCT organization; they will subscribe to industry-standard best practices and will keep the holistic wellbeing of the customer’s infrastructure and security posture in mind. The Technical Support Generalist will strive to provide long-term solutions and will seek to uncover systemic root cause at all times.

Examples of Work Duties:

Answering the phone:

The Technical Support Generalist will spend time answering the telephone and will speak with End Users who call the support line, will listen to their concerns and will document thoroughly in the Secure Cloud Technology ticketing system. They will take ownership of and will be accountable for seeing each request through to completion in a timely fashion and within SLA timeframes. The Technical Support Generalist will escalate issues when necessary, so as to facilitate each End User maintaining a high degree of confidence in SCT’s ability to provide technical services.

Performing technical troubleshooting (remote and on-site):

Assist End Users with requests and technical issues. This will often take on the workflow of calling the End User, connecting to the impacted system (when possible), recreating the issue and troubleshooting to resolution.

Sometimes an on-site visit is required. On these occasions, the technical Support Generalist will coordinate the on-site visit within SCT and with the Client and will schedule so as to not interfere with other operations.

The Technical Support generalist will sometimes contact manufacturers and vendors in the course of resolving complex technical issues where the solution is not elsewise found.

Participating in projects:

From time to time, the Technical Support Generalist will participate in projects. These projects will vary in nature and the Technical Support Generalist will be expected to utilize their technical skills to efficiently complete their assigned portions.

Being Helpful, Fair and Reliable:

While dispatching their duties in the spirit of SCT’s Mission Statement and Core Values, the Technical Support Generalist is expected to always “be helpful” and to operate in fairness. The Technical Support Generalist will very proactively escalate any occasions where they become aware of End Users who might not feel their experience matches these expectations.

Reliability is to be a hallmark of the Technical Support Generalist; they will keep their scheduled appointments and will deliver on their commitments- always keeping the best interests of the Client in mind.

Typical Education and Experience:

Three or more years work experience in a related field to Information Technology

Bachelor's Degree in Information Systems is preferred however an Associate’s Degree with related work experience will be considered

Job Type: Full-time

Pay: $40,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Flexible schedule

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• Night shift
• On call
• Weekend availability

Supplemental pay types:

• Bonus pay
• Commission pay

Ability to commute/relocate:

• Waymart, PA 18472: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Information Technology HelpDesk: 2 years (Required)

Work Location: Hybrid remote in Waymart, PA 18472

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