Support Technician I

**Title**: Support Technician I

**Department**: L1 Support

**Location**: Sofia, Vancouver

**Classification**: Non-Exempt

**Reports To**: Manager, L1 Support

**COMPANY OVERVIEW**:
When it comes to a cybersecurity crisis, the question is not if, but when it will happen - that’s why Ntirety’s mission to provide proactive compliant security is crucial in today’s business landscape. No matter what role or department you work in, being a part of Ntirety means supporting all of our different teams to help keep our clients protected and updated on the latest in cybersecurity.

Join the team at the forefront of this mission-critical industry.

**POSITION PURPOSE**:
**ESSENTIAL JOB DUTIES AND RESPONSIBILITIES**:
Responsible for monitoring, reporting and documenting internal service malfunctions and outages.
Escalate incidents and requests according to internal company policies and procedures.
Document and track all inbound and outbound customer contacts on Ntirety’s proprietary ticketing system.
Responsible for reporting issues affecting multiple customers to management and Ntirety partners.
Responsible to provide initial troubleshooting on incidents.
Follow established protocols, procedures, and policies, and meet arranged service level agreements.
Maintain up-to-date knowledge of products and/or services, as well as help desk policies and procedures.
Must be able to follow written and verbal instruction.
Build, image, and install rack mountable servers with custom configured operating systems (Windows, Linux) while maintaining proper documentation during and after server deployment.
Fabricate and run network cables.
Performing and tracking decommissions of customer devices during offboarding
Walkthroughs of Datacenter facilities to check server systems for alerts and sending customer communication to prevent customer impacts.
Escalate Datacenter issues to the Facility Manager.
Assist and educate customers on essential use of products and services.
Participate in team meetings, providing input and suggestions to further increase productivity.
Maintain inventory accuracy in Datacenter Inventory Management (DCIM) tool and update DCIM tool data through system transactions.
Must be able to follow written and verbal instruction.
Perform other duties as assigned.

**DESIRED MINIMUM QUALIFICATIONS**:
Must have a high school diploma or equivalent
1 - 2 years of working experience in an IT role. One-year experience in the web hosting industry or two years of technical support experience preferred.

**Certifications (at least one)**:
Linux+
Server+
Cloud+
Azure Fundamentals
AWS Cloud Practitioner
Must be flexible in terms of shifts. May be required to work some holidays, weekend days, and overnights
Excellent verbal and written communication and problem solving skills are required
Have a customer centric and positive attitude towards customer issues
Strong interpersonal and organizational skills
Basic administrative operating system support and troubleshooting experience.
Must be well organized and detail-oriented and have excellent interpersonal skills.
Working knowledge of internet technology and web hosting
Ability to lift 50 pounds

Ntirety is an Equal Employment Opportunity / Affirmative Action Employer (EEO/AA).

Ntirety offers a competitive salary and benefits including Paid Time Off, FREE Medical to Employees, Dental, retirement plan with 401(k) match, and much more. If you are interested in joining a profitable, growing, and dynamic company, we want to hear from you Ntirety is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal, State or local law.