Employment Opportunities

Employment Opportunities at Combined Systems Technology


In the Des Moines and Central Iowa market, Combined Systems Technology (CST) is a premier Value Added Reseller (VAR) marketing and supporting all elements of enterprise voice and data networks. CST provides basic and advanced network engineering services, including disaster recovery services, enterprise network support, network virtualization services and printing and imaging services.


Combined Systems Technology has been providing technical products and services to clients nationwide since 1980. We have experienced steady growth in that time.

There are currently two positions open.

FIELD TECHNICIAN 2 POSITION
Overview:
Field Technician 2 role is part of our technology department of Combined System Technology, this position will primarily be responsible for responding to customer calls, email request, and incident tickets. This position provides on-site or remote technical support for our customers we support at CST. The Field Technician 2 will perform the implementation of hardware/software maintenance, periodic maintenance of firmware, BIOS, drivers and repair the products deployed at the customer sites to ensure the highest level of availability for our customers. We expect this position to manage customer IT environment, provide professional customer consultation, ensure reliable production network, reliable backups, efficient and thorough troubleshooting, open service tickets to track the progress of an issue, perform escalations, and inform CST management on the status, progress and resolution to the incident. This position will report directly to the Director of Information Technology.

Responsibilities:
Field Support:
• Provides level 3 troubleshooting for the network, desktops, laptops, mobile devices, applications Spam Filtering, Mal-ware, Anti-Virus, Virus Removal, AD account setup, password resets and unlocks, file permissions, advanced servers, checking log Files, web filtering, VMware, Exchange, Firewalls, VPN advanced configurations, firmware, backups, printers, Internet connectivity, drive mapping, Hosted Exchange, Imaging software, Software/Update Deployments, periodic maintenance, IP camera surveillance, and wireless networks.
• Provides onsite and/or remote operational support for the customers to ensure timely and effective resolution.
• Responsible for execution of the task to assure compliance and standards are met during the intermediate setup, configuration, implementation and resolution of the customer’s environment.
• Design, develop, implement, monitor, and identify opportunities to improve efficiencies within the complex processes, procedures, and controls which will enhance quality, service, and deliverables of the solution.
• Provides continuous and consistent communication on the status of complex issues, actions, and resolutions to the customer, sales consultant, CST management and vendors.
• Delivers an exceptional customer service work ethic to all customers.
• Acts and operates in a professional manner when conducting business with our customers.
• Manages all severity levels of incident tickets and reports status to the appropriate parties which include customers, peers, sales, CST management, and vendors.
• Executes on complex operational processes and performs in-depth analysis to ensure proper metrics are met.
• Identifies, executes and maintains audit and security and data compliance standards that minimalize risk to our customers.
• Communicates ideas and recommendations effectively via verbal and/or written communication to a diverse audience.
• Monitors service ticket queues and provides regular updates to tickets on a daily basis.
• Monitors and maintains strict compliance in accordance with CST standards, policies and procedures.
• Provides appropriate escalation of severity 1 (Server Down) issues to peers, sales consultant, CST management and vendors in a timely and appropriate manner.
• Identifies individual training opportunities to enhance Level 3 troubleshooting techniques for Break/Fix.
• Responds to customer requests and incidents in a timely and professional manner.
• Adopt a reliable and adaptable approach to customer’s situations while demonstrating ownership and instilling confidence in the customers that you have control of the situation.
• Attend training seminars, conferences, and trade shows as well as conducting networking opportunities with peers in other reputable firms to broaden ones technical knowledge.
• Helps maintain current and updated inventories of asset tags, hardware, software, certificates, firewalls, network switches, wireless AP’s, desktops, laptops, servers, storage, backups and other equipment within ConnectWise.
• Performing technology assessment on customer’s assets and providing recommendations to sales consultant for new technology refresh opportunities.
• Update customer emergency contact information in Connectwise.
• Create and maintain customer support documentation.
• Perform project management duties related to the advanced setup, installation and configuration of the technology components being installed at the customer site. This also includes the coordination and installation with 3rd party vendors.
• 3rd Party applications support for Quickbooks, Peachtree, Thompson Reuters, Patterson Dental, Applied Online, Macola, database SQL server, sharepoint, Spiceworks, Appriver, and O365.
• Other duties as required.

SUPPORT CENTER TECH 1 POSITION
Overview:
Support Center Tech 1 role is part of our technology department of Combined System Technology, this position will primarily be responsible for answering customer calls, email request, web portal request, infrastructure monitoring, monitoring cloud products, and creating incident tickets. The Support Center Tech 1 will schedule the implementation, maintenance, and repair of the products deployed at the customer sites to ensure the highest level of availability for our customers. This position will create, modify and complete service tickets to track the progress of an issue, perform escalations, inform CST management on the status, and watch the monitoring system for other related issues. If this position can’t resolve the issue, they will update the ticket with the steps they already performed and assign the ticket to an engineer as part of the escalation process. This position will report directly to the Support Center Supervisor.


Responsibilities:
Support Center:
• Provides basic triage of Level 1 basic troubleshooting of network, desktops, laptops, mobile devices, applications Spam Filtering, Mal-ware, Anti-Virus, Anti-Virus Removal, Basic AD account setup, password resets and unlocks, servers, BDR, MozyPro backups, printers, Internet Connectivity, Drive Mapping, Appriver O365provideand wireless networks.
• Provides operational support of incoming calls to the Support Center via telephone, e-mail and customer portal to ensure courteous, timely, and effective resolution of end user customer issues.
• Responsible for the completion of basic task to assure compliance and standards during the implementation of the resolution process.
• Monitor, and identify opportunities to improve efficiencies within the process, procedures, and controls which will enhance quality, service, and deliverables.
• Provide continuous and consistent communication on the status of basic issues, actions, and resolutions to the customer, sales consultant, and CST management.
• Delivers an exceptional customer service work ethic to all customers.
• Acts in a professional manner when conducting business with our customers and other employees.
• Manages severity levels of incident tickets and reports to appropriate customers, peers, sales and CST management.
• Understands basic operational processes and be able to perform analysis to ensure proper metrics are met.
• Provides basic level 1 support for all infrastructure components and applications hosted at our customer’s sites, ensuring all systems are managed and that all support services are meeting defined business operational level agreements.
• Maintains and executes audit and security compliance standards to avoid any customer risks of system outages and/or the compromise of business or personal data.
• Communicates ideas and information effectively via verbal and/or written communication to a diverse audience.
• Perform Bench setups and pre-configurations steps on Desktops and Laptops.
• Monitor assigned incidents and changes to the environment, tracks compliance with service management OLA’s.
• Monitor ticketing queues for regular updates on a daily basis.
• Monitors strict compliance in accordance with CST standards, policies and procedures.
• Provides escalation of severity 1 (Down Servers) issues to the primary engineer, sales consultant, CST management in a timely and appropriate manner.
• Understand effective operational level 1 troubleshoot techniques during a customer’s operational outage.
• Identifies individual training opportunities and works to enhance owns basic troubleshooting level 1 techniques for Break/Fix.
• Understands basic analyzes and integrates basic research resolution techniques into the solutions for resolution.
• Regularly updates the status of the ticket on a daily basis.
• Assist supervisor in reviewing incidents, changes and requests, making basic recommendations on trends such as excessive aging or incomplete basic troubleshooting of tickets.
• Responds to customer requests and incidents in a timely and professional manner, being the first escalation point for users and colleagues.
• Adopt a reliable and adaptable approach to customer’s situations. Ensure ownership of the situation is demonstrated to instill confidence in customers.
• Attend training seminars, conferences, and trade shows as well as networking opportunities with peers in other firms to broaden knowledge of current and future Support Center issues and technologies.
• Maintain inventories of asset tags, hardware, software, certificates, firewalls, network switches, wireless AP’s, desktops, laptops, servers, storage, backups and other equipment within ConnectWise.
• Other duties as required.

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