Dear Technology Lover!


This entry level position will require you to perform some "Level 1 support" requests from clients, assisting with ticket "triage" and dispatching, audits and other tasks related to IT.
This position requires someone who is a competent multitasker, organized, technologically savvy, patient with clients, and interested to learn!

RESPONSIBILITIES:

(while it seems like a LOT is being listed here, we will train you and pace this list of responsibilities to make sure you understand each requirement, and are comfortable performing each of those tasks over the first few weeks/ months)

• Perform maintenance audits
• Mitigate vulnerabilities based off alerts
• Evaluate and classify incidents for priority, risk, and scope, Then- assign to the appropriate resource team member or resolve on your own.
• Review tickets, checklists, and tasks that have been successfully completed.
• Receive/make calls and chat requests, conduct follow ups with clients
• Create and/or facilitate creation of knowledge base articles and procedures.
• Provide level 1 technical/troubleshooting support to clients
• Assist with internal and client-facing projects as needed.

MORE DETAILS:

• A PRE-EMPLOYMENT BACKGROUND CHECK is performed (on our expense). You must have 100% clean background check. Please do not apply if you don't have 100% clean background check.
• Personality is KEY for us. We are looking for an easy-going, yet professional, friendly and honest person.
• You will be working from home. This means you must have a quiet work environment and no excessive background noise.
• You are responsible for providing a computer with at least 8GB of RAM, 2 monitors and CPU not older than 3 years.
• You must have noise-cancelling headphones with a microphone.
• FAST AND RELIABLE INTERNET SERVICE IS REQUIRED- minimum 20 mbps download and 5 mbps upload speed. If your internet connection becomes unstable or not sufficient, we will not be able to continue your employment. It is your responsibility to have a fast and reliable connection.
• We evaluate/ review employees monthly and provide consistent feedback,
• We offer raises and bonuses according to performance, certifications, attitude and customers reviews twice/ year.
• Your manager will create a roadmap for your "KPI's" and certifications track. We always push our team to earn certifications and additional knowledge - even during business hours!
• On-call rotation (after-hours) for a week at a time, once every 6 weeks. It's VERY rare that we get calls after-hours (average is only twice/ year!).
• We're closed on major US holidays, and at the completion of the first 3 months of employment, you'll qualify for paid holidays.
• Work hours are Mon-Fri at 8 am till 5:30 pm (UTC-07:00 , MST- Arizona time zone).
• Half-day work on Saturday (every 6 weeks rotation)
• Mandatory 1 hour lunch and additional breaks (as needed) throughout the day.
• Further details and information will be discussed with qualified candidates.

Here are some of the things you can expect from working with us:

PERKS:

• Paid certifications!
• Paid vacations!
• Bonuses!
• Raises!
• Opportunities to grow!
• Paid sick days

EXPERIENCE REQUIRED:
• AT LEAST 1 year experience working in an MSP environment. We verify employment.
• You must have excellent English grammar and communication skills, with little to no accent.
• Experience with managing support tickets thru any ticketing system.
• Ability to communicate and coordinate with the team promptly and efficiently
• Has excellent documentation skills
• Ability to work in a team environment and communicate effectively with your peer group

Other tools we use:
Barracuda DNS filter, AutoElevate, Cylance, Infocyte, CODA, IT Glue, SonicWall, Unifi networks


HOW TO APPLY?
Send us your application here on Upwork

MUST INCLUDE THE FOLLOWING IN YOUR APPLICATION:
- A link to your resume in PDF format
- Include the name of the MSP(s) you worked at for at least 1 year, that shows on your resume.
- A confirmation that you have a 100% clean background with no criminal history.
- A confirmation that you understand the business hours, the Saturday rotation and the "standby" schedule listed on this job post.


Please do NOT apply in any other method besides the above. Any applicants that will reach out to us via phone, social media or any other method other than the below instructions will automatically be disqualified!

Those who follow the above instructions, will be contacted within up to 3 business days, with further instructions.

We conduct three interviews: Technical interview, Personality interview, and the last interview will be conducted with our engineers, so YOU can ask the needed questions from another employee, to make sure this position is one that YOU are interested in.

We're looking forward to having you join our family!

Eric Yared
Executive Assistant
Gallop Technology Group