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<h3>Job Description</h3>
Job Description
The NOC Technician I has the responsibility of monitoring and maintaining the FirstLight Core Network. When the system malfunctions, the NOC technician troubleshoots the network at an initial triage level, makes repairs or refers to the next level of technical hierarchy (NOC Tech II) and gets the system back up as quickly as possible. This can require the technician to work at all hours of the day - depending on when the network disruption occurs. There are three main roles in the Network Operation Center (NOC). Surveillance, Repair, and Communications/Documentation. This is to quickly recognize network anomalies, ensure maximum possible service availability and performance, and to communication and document the actions of the NOC. The shift for this position is Monday-Friday, 1pm-10pm.
 ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
 · Provide 24-hour Network Health surveillance and alarm reporting utilizing network monitoring and surveillance software.
· Review and general clean-up of Ticket queue.
· Ensure timely resolution to trouble tickets.
· Ensure timely follow up with customers via e-mails or phone calls.
· Troubleshooting Network issues
· Carrier route testing
· Responsible for basic troubleshooting network routers and switches to isolate the trouble and take appropriate action to resolve.
 REQUIRED SKILLS
· Associate Degree or Technical school is highly recommended with a strong knowledge of computer functionality.
· Word, Microsoft Excel, Microsoft Outlook.
· Cisco certifications and VoIP fundamentals a plus.
· One or more years of Network Operations experience or equivalent
· Must possess strong interpersonal skills and with ability to interact with all levels of employees in a professional manner.
· As an essential function of this position, the employee must be able to handle high levels of stress satisfactorily and be always congenial with other employees and customers.
· The NOC is a fast-paced environment, critical thinking is essential. Ideas will be extrapolated from one situation to another.
· Strict adherence to company policies, confidentiality, and mature judgment must be always demonstrated.
· Assigned duties should be performed in a timely and accurate manner.
· As this individual often represents the internal and external customers and colleagues – professionalism is a must.
· Must handle responsibilities by multi-tasking, working independently and with minimal direction. Must deliver objectives both individually and by interaction with others, therefore must demonstrate an understanding of organizational functions and departments.
 REQUIRED SKILLSET
Basic familiarity with the operations and repair of telecommunications systems to include, but not limited to, the following hardware platforms:
<ul>
<li>Ciena 6500/One Control</li>
<li>CYAN(Ciena) Z33/77.</li>
<li>Telco Sys 71xx / EdgeGenie</li>
<li>Huawei SONET</li>
<li>Adva</li>
<li>Calix / CMS</li>
<li>Cisco (CCNA / CCDA Level)</li>
<li>Cisco SONET (ONS 15454) /CTC</li>
<li>Class V Voice (Genband DMS/C15), Meta</li>
<li>Ciena 6500/One Control</li>
<li>CYAN(Ciena) Z33/77.</li>
<li>Telco Sys 71xx / EdgeGenie</li>
</ul>

NOC Technician

<h3>Job Description</h3>
Job Description
About Us:
Spectrum marketing Companies’ IT team is expanding, and we’re looking for a Junior IT Administrator to join our collaborative and thriving environment. This role offers an exciting opportunity to work in a fast-evolving industry and gain hands-on experience in a variety of IT disciplines, including desktop support, networking, and server management.
Position Overview:
The Junior IT Administrator will be responsible for providing essential desktop support to our internal teams, ensuring that hardware, software, and network issues are resolved quickly and efficiently. In addition to desktop support, you will have the opportunity to develop skills in server maintenance, networking, and IT infrastructure management. This is a great opportunity to advance your career while learning and contributing to our growing IT department.
We&nbsp;welcome applications from veterans of military service.
Key Responsibilities:
· Desktop Support:
o Provide first and second-level support for desktop-related issues, including hardware, software, and network connectivity problems.
o Troubleshoot and resolve issues with operating systems, applications, printers, and peripheral devices.
o Perform installations, configurations, and updates for desktop hardware and software.
o Ensure timely resolution of support tickets, prioritizing urgent issues and maintaining excellent communication with end users.
o Assist with the setup and deployment of new workstations and equipment.
· Infrastructure Support (Learning &amp; Development):
o Work closely with senior IT team members to learn about server management, including installation, configuration, and maintenance of servers.
o Assist in the management of network infrastructure, ensuring reliable and secure connectivity.
o Help monitor server performance, backups, and disaster recovery processes.
· Documentation &amp; Reporting:
o Maintain detailed documentation of support tickets, procedures, and IT systems.
o Assist with system audits and reporting on IT asset inventory.
· Collaboration:
o Work with other departments to understand their IT needs and provide appropriate solutions.
o Contribute to IT projects and initiatives, learning from experienced team members.
Qualifications:
· 2-5 years of experience in IT support or a similar role, with a focus on desktop support.
· Strong knowledge of Windows OS (Windows 10/11), Microsoft Office Suite, and common desktop applications.
· Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPNs).
· Basic experience with server management (Windows Server, Active Directory, and virtualization) is a plus.
· Excellent troubleshooting and problem-solving skills, with a customer-first mindset.
· Ability to multitask and prioritize in a fast-paced environment.
· Strong communication skills, both written and verbal.
· A desire to learn and grow in areas like server administration, networking, and IT infrastructure.
Preferred Skills:
· Experience with remote desktop management tools and ticketing systems
· Familiarity with basic security principles and tools.
· Certifications like CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
What We Offer:
· Competitive salary and benefits package.
· Opportunities for professional development
· A collaborative and fast-paced work environment.
· The chance to work with cutting-edge technologies and grow your career in IT.
Physical Requirements
• sitting for extended periods of time
• significant screen time
• Fine motor skills for keyboarding, manipulation of wiring
• Ability to occasionally lift 30 pounds
• Ability to work in small spaces running lines and moving monitors
Join us and take the next step in your IT career while working in a fast-paced, exciting environment!
Company DescriptionSpectrum Marketing Companies is ranked as one of the top national direct marketing organizations in the country. With two production facilities in Manchester, NH, over 150 employees and 4,000+ clients under management the career opportunities are endless. We're rapidly expanding staffing in all areas of our business including; marketing representatives, client service, creative services, digital marketing and production functions. If you're looking to enter a dynamic industry that’s continually evolving Spectrum may be your next home. For more information, visit <a href="https://spectrummarketing.com" target="_blank">https://spectrummarketing.com</a> 
<h3>Company Description</h3>
Spectrum Marketing Companies is ranked as one of the top national direct marketing organizations in the country. With two production facilities in Manchester, NH, over 150 employees and 4,000+ clients under management the career opportunities are endless. We're rapidly expanding staffing in all areas of our business including; marketing representatives, client service, creative services, digital marketing and production functions. If you're looking to enter a dynamic industry that’s continually evolving Spectrum may be your next home. For more information, visit <a href="https://spectrummarketing.com" target="_blank">https://spectrummarketing.com</a>

Junior IT Administrator (Desktop Support & Infrastructure)

<h3>Job Description</h3>
Job Description
Adecco is partnering with a manufacturing company in Keene, NH who is looking for a Service Admin preferable with some experience in manufacturing. General office duties are to support the sales and service operation. Specific duties entail scanning, filing, organizing documentation, processing correspondence. Schedule: Monday through Friday – 8AM to 5PM Payrate: $21.00 to $26.00 per hour depending on experience. Key Responsibilities:
<ul>
<li>Customer-Facing Responsibilities: Interact with customers to take orders, provide delivery quotes, and address customer inquiries in a professional and efficient manner.</li>
<li>Sales Order Management: Ensure all sales orders are processed accurately, maintaining proper records and checking the integrity of sales order details.</li>
<li>Clerical and Administrative Support: Perform general clerical duties including data entry, filing, and document management to support the service and sales departments.</li>
<li>RMA (Return Merchandise Authorization): Handle RMA processes efficiently, ensuring timely resolutions for returned goods and customer satisfaction.</li>
<li>Internal Database Management: Manage and maintain internal records and databases to ensure accurate and up-to-date information.</li>
<li>Collaboration Across Departments: Work closely with the service, sales, and manufacturing departments to ensure smooth communication and timely completion of tasks.</li>
<li>Multitasking and Flexibility: Demonstrate the ability to multitask, prioritize effectively, and adapt to changing needs in a fast-paced environment.</li>
</ul>
 Skills &amp; Qualifications:
<ul>
<li>Manufacturing Experience: Previous experience in a manufacturing environment is preferred.</li>
<li>Computer Proficiency: Strong working knowledge of Microsoft Excel, Word, and Office/Spreadsheets for daily operations.</li>
<li>Attention to Detail: Ability to work accurately with attention to detail, ensuring all orders and records are complete and correct.</li>
<li>Multitasking and Flexibility: Strong multitasking ability and flexibility in handling various responsibilities at once.</li>
<li>Collaborative: Ability to effectively collaborate with team members across multiple departments to achieve company goals.</li>
<li>Customer Service Skills: Strong communication skills to provide exceptional customer service and ensure customer satisfaction.</li>
</ul>
 If you are interested in this position or others available, please apply with an updated resume or call out Office at&nbsp;
 Pay Details: $21.00 to $26.00 per hour Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Equal Opportunity Employer/Veterans/Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to <a href="https://www.adecco.com/en-us/candidate-privacy" target="_blank">https://www.adecco.com/en-us/candidate-privacy</a> The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: 
<ul>
<li>The California Fair Chance Act</li>
<li>Los Angeles City Fair Chance Ordinance</li>
<li>Los Angeles County Fair Chance Ordinance for Employers</li>
<li>San Francisco Fair Chance Ordinance</li>
</ul>

Service Admin

<h3>Job Description</h3>
Job Description
C Squared Systems, LLC is an RF engineering, consulting, and software development company specializing in providing services for seamless wireless coverage from RF analysis to design and implementation of DAS systems and Wi-Fi networks to remote monitoring and management of complex multi-vendor environments. Site Portal®, a customizable Web-based software, was engineered by C Squared Systems to remotely monitor and manage these complex multi-vendor environments.
 Since 1999, C Squared Systems has executed turnkey in-building wireless solutions using state-of-the-art analysis tools to deliver RF solutions that exceed project scope and customer expectations. Our experience, technical expertise, and diverse projects in the wireless realm have allowed C Squared Systems to continually evolve as new technologies are developed and the demands of our customers change. 
Technical Support Manager
Location: Auburn, NH
Level: Experienced/Manager
Position Overview:
C Squared Systems is currently seeking a Technical Support Manager to lead our NOC/Support Team. The successful candidate will have responsibility for all aspects of the Technical Support Team and processes which span both software support of our SitePortal® monitoring product and Tier 1 remote monitoring of customer wireless/DAS venues. This involves advocating on behalf of internal/external customers and facilitating resolution of technical product issues identified SitePortal® users, ensuring alarm responses adhere to SLA requirements, motivating the team, and improving current technical support processes and workflows. 
Primary Responsibilities
<ul>
<li>The Technical Support Manager provides day-to-day general management of the technical support team, including staffing and development, as well as technical guidance to help resolve more advanced issues.</li>
<li>Facilitate success of the team through management/guidance of customer support tickets and remote monitoring incident tickets; identification, analysis, and management of critical customer issues to ensure timely and accurate resolution and follow-up.</li>
<li>Develop and implement processes, systems, and technology to support and enhance the technical support function; Capitalize on industry best practices to scale the growing business.</li>
<li>Develop and provide regular reporting to measure effectiveness of the technical support function and identify areas in need of attention.</li>
<li>Ensure wide-ranging or high-priority customer issues are addressed with an appropriate degree of urgency by other internal C Squared teams such as Development, DevOps, and Quality Assurance, and implement formal feedback mechanisms for incidents, causes and resolutions. </li>
</ul>
Skills/Qualifications/Expectations:
<ul>
<li>Bachelor’s degree in a Technical Discipline (IT, Engineering, Computer Science) with 6+ years in Technical Support;</li>
<li>4+ years of experience managing/leading a Technical Support Team;</li>
<li>Advanced knowledge of TCP/IP, SNMP, FTP, Telnet, SSH, HTTP, HTML, MySQL;</li>
<li>Advanced Linux Command Line skills;</li>
<li>Strong leadership and mentoring skills;</li>
<li>Ability to manage competing priorities by contributing directly and delegating to Support team to both meet deadlines and foster team development;</li>
<li>Foster positive relationships with managerial counterparts and groups within the organization;</li>
<li>Availability off-hours to Team as an escalation contact for urgent customer issues and SLA dependent responses;</li>
<li>Self-motivated and passionate to learn new technologies;</li>
<li>Excellent written and verbal English communication skills.</li>
</ul>

Technical Support Manager

<h3>Job Description</h3>
Job DescriptionSummary Our client is a leading IT Solutions Company in the Nashvillearea (Brentwood and Franklin, TN) and they are in need of a Help Desk Support Level II+ Technician. An IT Technicians role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support related tickets, and to ensure the satisfaction of the end user, among other technical duties. Duties &amp; Responsibilities 
<ul>
<li>Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.</li>
<li>Provisioning and system setup for new hires.</li>
<li>Prioritize incidents and service requests according to defined processes to meet defined SLAs.</li>
<li>Use remote tools and diagnostic utilities to aid in resolving support requests.</li>
<li>Perform VPN infrastructure design and administration (PTP, client-based, Encrypted, IPsec)</li>
<li>Monitor and manage Microsoft Windows 7/8/10 Operating Systems.</li>
<li>Monitor and manage Microsoft Windows Server 2003/2008/2012; Small Business Server 2003/2008/2012; Exchange Server 2003/2007/2010.</li>
<li>Work on WANs, LANs, TCP/IP, Firewalls, Routers, and Switches.</li>
<li>Server administration via Active Directory, File &amp; Print services, DNS, DHCP.</li>
<li>Install antivirus software and ensure virus definitions are up to date.</li>
<li>Optimizing and maintaining network software and hardware</li>
<li>Building and deploying file servers and cloud computing solutions</li>
<li>Configuring and deploying VOIP solutions</li>
<li>Manage Microsoft Exchange Server</li>
<li>Monitors alert systems and take appropriate action as per guidelines.</li>
<li>Ability to use various messages in an event log to affect repairs.</li>
<li>Receive escalated service requests requiring an enhanced response.</li>
</ul>
Qualifications &amp; Requirements
<ul>
<li>Having worked in an MSP environment is a PLUS!</li>
<li>Minimum of 4 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory</li>
<li>2-3 years of experience in a client-facing environment such as sales engineering</li>
<li>Kaseya RMM and Autotask PSA Experience a plus</li>
<li>Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology</li>
<li>Possesses strong organizational and time-management skills </li>
<li>Experience writing proposals for and implementation of technical solutions to fulfill business needs </li>
<li>Results-oriented, self-motivated, energetic, professional, reliable, and a team player</li>
<li>Strong understanding of technology and business productivity systems</li>
<li>Experience with RMM (remote monitoring and management) tool a plus</li>
<li>Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills</li>
<li>Sales training experience is a plus</li>
<li>Having worked in an MSP environment is a major plus.</li>
</ul>
Ideal Qualifications (not required)
<ul>
<li>CompTIA Net+ and/or CompTIA Security+ </li>
<li>MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert)</li>
<li>CCNA or CCIE-Cisco certifications a real plus</li>
</ul>
Our client offers challenging work, career opportunities, a pleasant work environment, and ongoing training.Employment Type: Full time Location: Brentwood

Helpdesk Support Level II

<h3>Job Description</h3>
Job Description
Company Overview&nbsp; PoliteMail Software was launched in 2006 to measure Microsoft Outlook &amp; Exchange mail messages.  Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified.&nbsp; The company has an aggressive road map of new features, customer requests, and new product releases.&nbsp; &nbsp; Location: New Hampshire, Maine and Massachusetts &nbsp; Schedule: Monday - Friday 9:00AM - 6:00PM EST&nbsp; Salary Range: $50,000.00 - $75,000.00 per year, depending on experience.&nbsp; &nbsp; Job Summary: &nbsp; Do you have an eye for email web page design along with basic HTML and image editing skills? We are seeking a motivated customer-focused individual to join our team as a Technical Support Coordinator for our Software-as-a-Service (SaaS) platform. In this role, you will assist our customers with using our email page builder tools to create impressive email pages for corporate newsletters, announcements, benefits and executive communications, providing exceptional support and assistance to ensure a positive experience with our SaaS products. You will handle inquiries, troubleshoot issues, and strive to exceed customer expectations through effective communication and problem-solving skills. &nbsp; &nbsp; Responsibilities:&nbsp;
<ul>
<li>
Serve as the first point of contact for customers seeking assistance with our SaaS products, and respond to these cases&nbsp;via screenshare online meetings, email and phone. &nbsp;
</li>
</ul>
<ul>
<li>
Help customers utilize our software and show them how to achieve the results they are looking for, and answer questions. &nbsp;
</li>
</ul>
<ul>
<li>
Respond promptly and professionally to customer inquiries, troubleshooting technical issues, and provide guidance and how-to on product features and functionalities. &nbsp;
</li>
</ul>
<ul>
<li>
Escalate technical issues as necessary, and follow-up on them to ensure timely resolution and customer satisfaction. &nbsp;
</li>
</ul>
<ul>
<li>
Develop and maintain a thorough understanding of our SaaS products and stay updated on new features, updates, and learn best practices to effectively advise and assist customers. &nbsp;
</li>
</ul>
<ul>
<li>
Document customer interactions, including inquiries, issues, and resolutions, accurately in our CRM system. &nbsp;
</li>
</ul>
<ul>
<li>
Collaborate with cross-functional teams including product development and marketing to address customer needs and feedback, by documenting feature requests or enhancements&nbsp;
</li>
</ul>
<ul>
<li>
Identify opportunities to improve customer support processes and contribute to the development of support resources such as knowledge base articles and FAQs. &nbsp;
</li>
</ul>
<ul>
<li>
Strive to achieve and maintain high levels of customer satisfaction and retention by delivering exceptional service and building strong relationships with customers. &nbsp;
</li>
</ul>
<ul>
<li>
Ability to troubleshoot HTML template components and make coding changes and report application errors.&nbsp;
</li>
</ul>
<ul>
<li>
Other duties as assigned.&nbsp;
</li>
</ul>
Requirements:&nbsp;
<ul>
<li>
Bachelor's degree or equivalent experience in related field.&nbsp;
</li>
</ul>
<ul>
<li>
Knowledge of front-end coding languages including HTML, CSS, and JavaScript &nbsp;
</li>
</ul>
<ul>
<li>
Proven experience in customer service or support roles, preferably in a SaaS or technology-related industry.&nbsp;
</li>
</ul>
<ul>
<li>
Customer-centric mindset with a dedication to delivering outstanding service and support.&nbsp;
</li>
</ul>
<ul>
<li>
Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner. &nbsp;
</li>
</ul>
<ul>
<li>
Strong problem-solving skills and the ability to troubleshoot technical issues independently. &nbsp;
</li>
</ul>
<ul>
<li>
Empathy and patience when dealing with customers, with a genuine desire to help and resolve their problems. &nbsp;
</li>
</ul>
<ul>
<li>
Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously. &nbsp;
</li>
</ul>
<ul>
<li>
Proficiency in using CRM software and other support tools is preferred. &nbsp;
</li>
</ul>
<ul>
<li>
Proficiency in Microsoft applications and tools.  &nbsp;
</li>
</ul>
Benefits and Perks&nbsp;
<ul>
<li>
Health, Dental and Vision Insurance&nbsp;
</li>
</ul>
<ul>
<li>
Supplemental Short Term Disability Insurance&nbsp;
</li>
</ul>
<ul>
<li>
401k &amp; Company Match&nbsp;
</li>
</ul>
<ul>
<li>
Generous PTO &amp; Company Holidays&nbsp;
</li>
</ul>
<ul>
<li>
Quarterly Company Events&nbsp;
</li>
</ul>
Why Join Us?&nbsp; Work Hard, Play Hard: Work with a tight-knit, energetic team where your ideas matter.&nbsp; Grow Together: As we grow, so will your career. We’re committed to developing our team members and promoting them from within.&nbsp; Competitive Perks: In addition to salary, we offer a variety of benefits and perks to ensure you’re well taken care of.&nbsp; Make an Impact: As part of a small but mighty team, you’ll have the chance to make a real difference and see the impact of your work firsthand.&nbsp;
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Technical Support Coordinator - HTML

<h3>Job Description</h3>
Job DescriptionCompany Description 
Based out of Granbury, Texas, BC Tech Pro partners with techs all over the country to complete on-site hardware warranty services in their territories.&nbsp; If you love working on computers and want to get out from behind a desk, come work with us!
Job Description 
This is a&nbsp;Computer Field Technician Position&nbsp;doing hardware repairs and installations on laptop and desktop units. To be successful in this position, you must have prior experience with laptop and desktop hardware.
Job Details:
<ul>
<li>This is a 1099/per call position</li>
<li>Pay is based solely on the number of calls completed.</li>
<li>Calls start at $35 and go up based on distance traveled</li>
<li>Pay period: Every Friday after the first week worked</li>
<li>Tickets are run Monday-Friday during the day shift. Candidates must be regularly available a minimum of 3 weekdays to be considered.</li>
<li>Call volume is variable but is usually 2-5 calls per day</li>
<li>You will complete certifications from Dell and Lenovo as part of your onboarding. Certifications are online and free to you.</li>
<li>You must have a reliable form of transportation and a valid driver's license to run these calls. You will be visiting multiple work sites throughout your day.</li>
<li>You must have access to a computer and the Internet to log onto your portal each day.</li>
<li>You must be available to log into your tech portal each morning you are working by 9 am to code your calls and map out your route for the day.</li>
<li>The manufacturer has completed troubleshooting and shipped a part prior to your ticket being issued to you.&nbsp;&nbsp;</li>
<li>You will confirm service times with the customer in your tech portal. Services will be completed at the customer site (residential and commercial)</li>
<li>You will pick up parts daily from the assigned Fed Ex or UPS store for your territory before going onsite. Once all calls are completed for the day drop off the old parts with the pre-paid label that is provided.</li>
</ul>
Qualifications 
<ul>
<li>Must have prior hands on experience with replacing components on laptops and desktops</li>
<li>Must have a valid driver’s license and reliable transportation</li>
<li>Must be comfortable with daily local travel</li>
</ul>
 Additional Information 
All your information will be kept confidential according to EEO guidelines.

Computer Field Technician

<h3>Job Description</h3>
Job Description
Company Overview PoliteMail Software was launched in 2006 to measure Microsoft Outlook &amp; Exchange mail messages.&nbsp; Focusing in on enterprise employee communications in 2012,&nbsp;the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019,&nbsp;having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified. The company has an aggressive road map of new features, customer requests and new product. Location:&nbsp;New Hampshire, Maine and Massachusetts &nbsp; Schedule:&nbsp;Monday - Friday 9:00AM - 6:00PM EST&nbsp; Salary Range:&nbsp;$50,000.00 - $75,000.00 per year, depending on experience. Job Summary The Support Engineer I is responsible for assisting clients with troubleshooting and diagnosis of all PoliteMail products. Working with clients via email, phone calls and screen share sessions. We are looking for an entry-level candidate who is flexible, willing to learn, and can ask the right questions.&nbsp; Responsibilities and Duties
<ul>
<li>Provide Technical Support and act as the first point of contact for customers seeking technical assistance, addressing inquiries related to software, hardware, and cloud infrastructure.</li>
<li>Diagnose, troubleshoot, and resolve product issues reported by customers in a timely and efficient manner via phone, email or screenshares. Work closely with other teams and level II and III engineers to resolve more complex issues.</li>
<li>Communicate effectively with customers to understand their technical challenges, ensure their concerns are addressed, and provide clear, actionable solutions. Work closely with product and development teams to escalate, track, and resolve complex technical issues.</li>
<li>Assist in creating and updating technical documentation and knowledge base articles to help customers resolve common issues independently.</li>
<li>Leverage your experience with Microsoft products (such as Microsoft Azure, Office 365, and SQL Server) to resolve issues related to integration, performance, and functionality in the PoliteMail environment.</li>
<li>Log and track support tickets using internal systems (CRM Dynamics and Odin), ensuring that all incidents are documented, escalated, and resolved according to SLAs (Service Level Agreements).</li>
<li>Perform root cause analysis of recurring issues, working to prevent future problems through proactive improvements and communication.</li>
<li>Ensure customer satisfaction by providing timely, clear, and empathetic communication during every step of the support process.</li>
<li>Work towards becoming a subject matter expert on PoliteMail products.</li>
<li>Other duties as assigned</li>
</ul>
Qualifications and Skills
<ul>
<li>Multi-tasker</li>
<li>Detail oriented</li>
<li>Looking for an opportunity to grow</li>
<li>Troubleshooting</li>
<li>Perform Validation Testing</li>
<li>SQL experience</li>
<li>Familiar with Microsoft platform technologies including:
<ul>
<li>Windows IIS Server</li>
<li>SQL Server</li>
<li>Microsoft Office</li>
<li>Exchange</li>
<li>Azure AD</li>
</ul>
</li>
</ul>
Benefits and Perks&nbsp;
<ul>
<li>Health, Dental and Vision Insurance&nbsp;</li>
<li>Supplemental Short Term Disability Insurance&nbsp;</li>
<li>401k &amp; Company Match&nbsp;</li>
<li>Generous PTO &amp; Company Holidays&nbsp;</li>
<li>Quarterly Company Events&nbsp;</li>
</ul>
Why Join Us?&nbsp; Work Hard, Play Hard: Work with a tight-knit, energetic team where your ideas matter.&nbsp; Grow Together: As we grow, so will your career. We’re committed to developing our team members and promoting them from within.&nbsp; Competitive Perks: In addition to salary, we offer a variety of benefits and perks to ensure you’re well taken care of.&nbsp; Make an Impact: As part of a small but mighty team, you’ll have the chance to make a real difference and see the impact of your work firsthand.&nbsp;
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Support Engineer I

<h3>Job Description</h3>
Job DescriptionDescription:
Job Purpose/ Summary:
 Responsible for minimizing resolution time and decreasing call volume. Assists customers who are experiencing procedural or operating difficulties, some of which are complex.
Job Duties/ Responsibilities:
<ul>
<li>Work across multiple shifts in a 24x7x365 operational team, driving the efficiency and effectiveness of the incident management process.</li>
<li>Primarily responsible for the care and ownership of the customer relationship and infrastructure uptime and reliability.</li>
<li>Act as an escalation point.</li>
<li>Make decisive, educated decisions to minimize an incident’s resolution time.</li>
<li>Prioritize and manage multiple incidents simultaneously.</li>
<li>Identify known issues and similar incidents that have occurred in the past and work with product support to resolve them. </li>
<li>Troubleshoot the end to end of the authentication flow with recommendations for resolution.</li>
<li>Create methods of identification of issues with possible workarounds/fixes.</li>
<li>Identify opportunities for service improvement and configuration standards.</li>
<li>Assist teams in maintaining industry best practices.</li>
<li>Compile and distribute root cause analysis reports.</li>
<li>Establish and grow relationships with key clients and technology contacts.</li>
<li>Train and share knowledge in areas of expertise with junior staff members.</li>
<li>Be available and motivated to improve NOC operations.</li>
<li>Engage with the NOC Team, be available to answer questions.</li>
<li>Take issues as requested by leadership or when a technician appears to need assistance.</li>
<li>Work with junior team members to troubleshoot daily issues.</li>
<li>Act as a mentor.</li>
<li> Present training opportunities to the leadership team.</li>
<li>All other assigned duties and responsibilities not otherwise listed above.</li>
</ul>
Requirements:
Education:
<ul>
<li>Bachelor’s degree in Computer Science, Engineering, or related major or equivalent combination of formal education, training, and work experience.</li>
</ul>
Experience:
<ul>
<li>Minimum 2 years of experience in an Operations Command Center/NOC environment.</li>
<li>Simple Network Management Protocol (SNMP) experience and Basic Routing experience preferred.</li>
<li>Extensive technical experience in a strong individual contributor role.</li>
<li>Experience working in a process-driven environment.</li>
</ul>
Licenses and Certifications:
<ul>
<li>Upon hire, must pass background screen to include employment history, college education, and license/certification verifications, and criminal check.</li>
<li>CCNA or equivalent preferred.</li>
</ul>
Knowledge:
<ul>
<li>Familiarity with networking LAN, WAN, HTTP, HTTPS, DNS, SSH troubleshooting.</li>
<li>Familiarity with the following: Routing and switching, bash-shell scripting, Python, Mikrotiks, ISG/ASR, ScienceLogic and/or proactive monitoring systems, Linux (Red Hat/Cent-OS) - operating DNS/DHCP/Squid/IP tables, Grafana, Elastic search, and Web Design (HTML/Troubleshooting).</li>
<li>In-depth understanding of business operations and technology platforms.</li>
</ul>
Personal Attributes:
<ul>
<li>Ability to ask the right questions, challenge the information if the response does not fit the situation, and set actions based upon the information.</li>
<li>Ability to track and proactively communicate status on unresolved issues and/or tasks.</li>
<li>Demonstrated skills of leadership, collaboration, and diplomacy.</li>
<li>Excellent verbal and written communication skills with the ability to clearly convey information via a variety of media (for example, computer and phone). Communicates in a way that engages the audience and helps them understand and remember the message.</li>
<li>Strong organizational skills with the ability to multi-task and successfully prioritize workload.</li>
<li>Ability to perform a wide variety of tasks and change focus quickly as demands change.</li>
<li>Takes initiative and undertakes additional responsibilities and responds to situations as they arise without supervision.</li>
<li>Strong decision-making skills with the ability to solve problems while exhibiting good judgment and a realistic understanding of issues.</li>
<li>Strong customer focus with ability to demonstrate a high level of service delivery, taking extra steps to ensure customer satisfaction.</li>
<li>Desire to continue to learn and develop professionally by staying informed of current industry trends, identifying opportunities for learning, and applying new concepts to improve job performance.</li>
</ul>
Work Environment:
<ul>
<li>Office environment.</li>
<li>Sedentary work that primarily involves sitting/standing, but occasionally requires climbing, balancing, stooping, kneeling, crouching, and crawling.</li>
<li>Frequent use of computer/keyboard/mouse required.</li>
<li>Must be able to lift/move up to 10 pounds and occasionally lift/move up to 25 pounds.</li>
<li>Vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.</li>
<li>Must be willing to work a flexible schedule, including evenings and weekends. Scheduling to regularly include 1st, 2nd, and occasionally, 3rd shift.</li>
</ul>

NOC Engineer II

<h3>Job Description</h3>
Job DescriptionSalary: 
JOB SUMMARY
Provide on-site production support for laboratory computer systems including system administration activities related to user account management, desktop support, pc/laptop and hardware and software troubleshooting and validation/qualification activities.
PRIMARY DUTIES AND RESPONISIBITIES
 Support Laboratory data collection and support applications:
<ul>
<li>
<ol>
<li>Liquid Chromatography, Gas Chromatography, Particle Sizers UV/VIS Spectroscopy </li>
</ol>
</li>
</ul>
 Updates tickets and assignments according to established procedures.
 Provide exceptional customer service to internal employees.
 First level support for integrated instrumentation computers that are on the network
 Resolve issues using appropriate troubleshooting, helpdesk ticketing, in coordination with other team members and subject matter experts.
 Diagnosing and resolving computer hardware problems or failures
 Provision accounts for new users/terminated users as well as password administration.
 Manage Hardware and software inventory
 Other projects and responsibilities may be added at supervisors discretion.
 Lead Data Integrity program, by initiating the assessment when applicable and owning the remediation of any gaps that are discovered during the assessment phase
 Record events and problems and their resolution in ticketing system.
 Create basic documentation - IT docs and User Manuals
REQUIREMENTS &amp; QUALIFICATIONS
 Qualification includes a bachelor s degree in science (i.e. chemistry, microbiology) or related field preferred with a minimum of 5+ years of experience working with computers.
 Required to work on-site five days per week.
 Experience working in a Pharmaceutical or similar lab environment is a plus.
 Good communication and technical writing skills
 Strong troubleshooting skills
 Experience with common laboratory equipment and software
 Stronge knowledge with GAMP, CSV, CRF21 Part 11, 6 Sigma is a plus
 Familiarity with scientific instruments
 Network communication protocols (TCP/IP, DNS &amp; DHCP)

MINIMUM SKILLS REQUIREMENTS
 Must have the ability and skill to perform the detailed job requirements noted above competently, safely and proficiently. 
 Candidate will have some experience with installing, monitoring, maintaining and configuring computer systems and networks.
 Solid knowledge of PC hardware and operating systems of desktops along with basic server knowledge.
 Knowledgeof common printers, printer drivers, and printer mapping techniques will be essential.
 Individual must be able to quickly learn new technologies and applications.
 A self-starter, motivated person who possesses good interpersonal skills capable of effectively interacting with all departments and client personnel.
 A team player with the ability to seek direction or act independently as the situation demands.
 Individual must be organized, detail oriented, and possess the ability to logically investigate and determine both the causes of reported issues as well as how to resolve those same issues.
 Must be a team player with integrity and concern for the quality of Company products, services and staff members.

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