At Natural Networks, we value our employees and believe that the environmental culture is essential to the success of the business. Because we are a small company, one of the many advantages is that we get to know one another with the help of monthly events, like Happy Hour and Monday free lunches and other events that occur throughout the year. We have also been an A+ rated business with the Better Business Bureau and San Diego Business Journal’s Book of Lists for years in multiple categories. If your interest is still peaked and you qualify in one of our listed open positions, then please apply at jobs@naturalnetworks.com!

Current Job Opportunities:

FLSA STATUS: Non-Exempt
HOURS: Full-Time, 8:00 a.m. to 5:00 p.m., M-F, On-Call, Occasional Overtime Required as Needed.
REPORTS TO: I.T. Manager

POSITION SUMMARY

The IT Support Specialist provides technical support for Natural Networks clients. This individual must maintain current technical skills, excellent client service, and a polite, professional demeanor in accordance with Natural Networks standards.

The IT Support Specialist must follow the requirements in the Employee Handbook, CAL-OSHA safety standards, and this position description. Success in this position is defined in part by the ability to establish and maintain trusting client relationships, healthy client networks, and meeting SLA’s and KPI's.

ESSENTIAL DUTIES & RESPONSIBILITIES

Position duties and responsibilities include, but are not limited to the following:

Technical Responsibilities

Tier I Tech

  1. Provide end-to-end IT services support. This may include:
    1. Contacting the client
    2. Answering the phone
    3. On-call rotation (after 90 days)
    4. Diagnosing and repairing technical issues in these areas:
      1. Laptops & Desktops (PC & Mac)
      2. Tablets & Smartphones
      3. Email (POP3, IMAP, & Exchange)
      4. Cloud Services (i.e. M365, One Drive, Teams, etc.)
      5. Natural Networks supported backup solutions
      6. Printing
      7. Desktop applications
    5. Installation of new systems
    6. Provision and termination of user accounts
    7. Advising the client on the best resolution
    8. Remote and on-site support
    9. Associated tasks such as coordinating schedule and/or picking up or returning parts to the client.
  1. Managed IT onboarding
  2. Anti-Virus Systems Administrator (as assigned). Responsible for all anti-virus systems including client support, server maintenance, upgrades, trouble-shooting, and new client setup.
  3. Other duties as assigned.

Tier II Tech

Includes all of Tier I Tech requirements in addition to:

  1. Escalation point for Tier I Techs
  2. Diagnosing and repairing technical issues in these areas:
    1. On-Site and Cloud Servers
    2. Terminal Server (Remote Desktop Services)
    3. DNS
    4. Website hosting
  3. Provisioning and termination of all Natural Networks service offerings that is supported by the IT Team.
  4. Training of Tier I Techs as needed
  5. Handle service requests that Tier I Techs cannot complete
  6. Management of the following:
    1. DNS
    2. Website Hosting
    3. Veeam
    4. SSL
    5. PII Protect
  7. Email Systems Administrator (as assigned). Responsible for all mail systems including client support, server maintenance, trouble-shooting, and new client setup.
  8. Backup Systems Administrator (as assigned). Responsible for all backup systems including client support, server maintenance, upgrades, trouble-shooting, and new client setup.

Tier III Tech

Includes all of Tier I and II Tech requirements in addition to:

  1. Escalation point for Tier I and II Techs
  2. Handle service requests that Tier I & Tier II Techs cannot complete
  3. Diagnosing and repairing technical issues in these areas:
    1. Exchange Servers
    2. SQL Servers
    3. Web Servers
    4. VMWare
  4. Have the following Certifications:
    1. VTSP (VMware Technical Solutions Professional)
  5. Managed Workplace System Administrator (as assigned). Responsible for all upgrading, server maintenance, trouble-shooting, and new client setup.

KPI Requirements:

  1. >70% Utilization
  2. >70% of Tickets Closed in 24 hrs
  3. >80% of Tickets Closed in 48 hrs
  4. <11 alerts in LPI at end of day
  5. No Yellow or Red Alerts in LPI at end of day

Administrative Responsibilities (all Tiers)

  1. In-House: track work and time on a real-time basis inside of Autotask.
  2. On-Site: fill out Service Order form per SOP.
  3. Keep the general working area clean, organized, and safe.

COMPETENCY

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving

  1. Ability to identify and resolve standard computer issues.
  2. Ability to identify and discuss serious computer issues with the IT Manager/CTO for resolution.
  3. Ability to focus on solving the conflict, not placing blame.

Verbal Communication

  1. Listen and ask for clarification.
  2. Participate in meetings as required.

Team Work

  1. Balance team and individual responsibilities.
  2. Exhibit objectivity and openness to others’ views.
  3. Give and welcome feedback.

Written Communication

  1. Write clearly and informatively.
  2. Check spelling for accuracy.
  3. Complete documents and paperwork with attention to detail.

Cost Consciousness

  1. Make cost-saving suggestions if waste is observed.
  2. Conserve resources.

Ethics

  1. Treat everyone with respect. Keep commitments.
  2. Maintain a strong work ethic and integrity.

Adaptability

  1. Adjust to changes within the workplace (i.e. policy/procedure, staffing, safety requirements, etc.)
  2. Remain flexible if unexpected work events or delays occur.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The position requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation and/or modified duty will be considered as certified by a physician.

Education/Experience

  1. High School Diploma or equivalent
  2. Tier I Tech: 2+ years of related experience in a technical support position and/or related training or certification
  3. Tier II Tech: 3+ years of related experience in a technical support position that includes the responsibilities of a Tier II Tech (above) and related training or certification or Bachelor’s Degree in Information Technology, Information Systems, Computer Engineering
  4. Tier III Tech: 10+ years of related experience in a technical support position that includes the responsibilities of a Tier III Tech (above) and related training or certification and Bachelor’s Degree in Information Technology, Information Systems, Computer Engineering, or related field
  5. 2+ years of driving experience with an acceptable DMV driving record.

Other Requirements

  1. Ability to read, write, and understand English.
  2. Ability to read and understand Natural Networks documents.
  3. Ability to learn and effectively use Natural Networks support systems.
  4. Must maintain an acceptable DMV driving record.
  5. Must be able to regularly lift and/or move up to 40lbs.
  6. Tolerate a customarily moderate noise Tier in the work environment.