Senior Client Support Technician

Company Information

Triton Technical is an IT and Audio/Video integration Company that designs and deploys complex integrated systems for the private yacht industry. We have a high energy, fast-paced, fun, and collaborative environment and we are looking to add an experienced, qualified individual to our support team.

Position Summary

The Senior Client Support Technician is a key member of the Triton Technical Client Support team and provides 24/7/365 remote troubleshooting and support to Triton Technical customers worldwide. The Senior Client Support Technician role requires an advanced knowledge and deep understanding of current server hardware, software and also requires a structured, analytical and methodical approach to troubleshooting and problem solving. Additionally, the Senior Client Support Technician will act as a mentor for junior members of the team ensuring their skills and knowledge continue to develop, and that any initiatives, guidelines, training and processes the team has in place are being followed.

Essential Duties and Responsibilities

· Troubleshooting and support of audio visual, control and automation, telecommunications, satellite and IT systems.

· On-site testing and commissioning of AV systems.

· Work as part of our UK based support team on a wide variety of software and hardware issues

· Act as an internal Senior escalation point for more complex client helpdesk tickets

· Carry out Microsoft server management, troubleshooting and maintenance tasks

· Carry out software implementations and system configurations

· Ensure issue management, resolution and escalation are carried out per defined procedures

· Carry out upgrades to client desktop, server, network, telecom, satellite, and AV systems.

· Generate, edit and maintain site information spreadsheets and user documentation

· Work to improve and maintain documentation on new and existing project installations and procedures

· Attend client sites and assist with on-site project work as needed

· Weekends and time-shifted shifts are expected on a rotating basis.

· Ability to work overtime when required or desired

· Other duties as assigned by your Supervisor

Required Experience and Skills

· Advanced Microsoft Office knowledge i.e., Excel, Outlook, Word, OneNote

· Effective communication skills both verbal and written

· CCNA level knowledge or appropriate experience with :-

Servers - HP, Dell, Lenovo

DAS/SAN/NAS Storage – MSA, NetApp, Synology

Switching & Routing - Cisco, Ruckus

Firewalls - Cisco, Kerio, FortiGate, Palo Alto

Wireless Networking – Cisco, Ruckus

Personality Traits

· Proactive work ethic and drive

· Meticulous attention to detail

· Able to explain complex technical issues and resolutions in a patient, non-technical manner

· Ability to prioritize tasks and client issues in accordance with defined standards and protocols

· Commitment to learning and willingness to teach others

· Strong listening skills with proven leadership and organizational skills

· Resourceful, with an inherent tenacity for problem solving

· Efficient multi-tasking skills

· Global awareness and knowledge of cultural differences

Other Requirements

· Valid Driver License

· Valid Passport (Or able and willing to obtain at time of hire)

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, talk, and listen. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee is often required to lift more than 50 pounds. The vision requirement includes: ability to adjust focus; depth perception; peripheral vision; distance vision; normal color perception and close vision.

Job Types: Full-time, Contract

Pay: 59,489.04 - 80,082.80 EURO per year