Turn your job into a career by becoming a valued team member of, LaunchIT Corp located in Urbandale who is looking for a Technical Support Engineer. This hire will be a member of the newly developed Managed Services division that designs, implements, and maintains systems solutions for clients. You’ll begin by learning about our products and services, then dive deep into the technical details to troubleshoot customer issues, develop and deploy hot-fixes and patches, and contribute to our feature backlog.

You’ll hone your communication and time management skills, collaborate with team members and expand your technical capabilities. You will break complex problems into simple components and systematically resolve them. You’ll assume ownership of complex tasks, lead troubleshooting efforts, and identify areas to improve. The Technical Support Engineer career progression can prepare you to grow into a lead role in support or transition to our development, DevOps, or Customer Success teams. Your fresh perspective helps us solve problems for customers and implement ideas into our products. Come ready to share your ideas with the team no matter how crazy it may sound. Nothing is sacred.

Responsibilities:

  • Engage with customers on the phone, in person, and through the customer portal to resolve technical issues.
  • Proactively triage, monitor, troubleshoot, resolve, and report alerts to customers and internal staff
  • Install hardware upgrades into existing equipment
  • Provide basic support and education to customers on LaunchIT’s products and services
  • Monitor and troubleshoot backup reports to ensure consistent delivery of service
  • Accurately and professionally document all communication with customers
  • Build and maintain a positive relationship within all areas of LaunchIT
  • Provide feedback to executive and technical teams to participate in functionality roadmap planning
  • Benchmark, analyze, report on and make recommendations for the improvement and growth of professional and managed services technology infrastructure
  • Document technical articles or knowledgebase for use by other technical support personnel and/or clients and partners
  • Gain and maintain certifications in areas of expertise
  • Perform other duties as assigned

Qualifications:

  • 1-3+ years of related information systems experience with 1+ year work experience with enterprise-level server, storage, virtualization, IaaS cloud, or BDR solutions
  • At least 1 – 3 years of experience supporting or implementing technology solutions
  • Associates or Bachelor’s degree in Computer Science, Information Technology, Engineering, Business Systems or certifications in specific IT subject matter preferred, but not required
  • Certifications are highly encouraged but not required
  • Experience with the following technologies preferred
  • Enterprise storage systems
  • Virtualization technologies
  • Microsoft server operating systems
  • Microsoft server solutions including Exchange Server and SQL Server
  • Specifically, experience with NetApp and VMware
  • Sharp troubleshooting skills
  • General understanding of Security Software (Sonicwall, Fortinet, Barricuda)
  • General Microsoft Windows Server (IIS Active Directory, DNS, DHCP)
  • Server and enterprise-level hardware (HP and Dell)
  • Virtualization (VMWare, also Hyper-V)
  • Microsoft Hosting Technologies (Office 365, Azure, Azure AD)
  • Backup/DR Solutions (Veeam, Datto, other BDR solutions)
  • Scripting and automation skills
  • Experience with compliance standards a plus (PCI, SOC, HIPAA)
  • Basic development, programming, or database administration exposure a plus
  • High level of self-motivation with a keen attention to detail
  • Ability to manage multiple priorities and add value under the pressure of time constraints in a fast-paced, collaborative environment
  • Ability to travel in various capacities, for example but not limited to client sites, training seminars, trade shows and corporate events
  • Ability to work in an environment which may require sitting for extended periods of time, dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components, lifting and transporting moderately heavy objects, such as server and network components, computers and peripherals
  • Entrepreneurial mindset with the understanding of revenue growth as a business driver
  • Excellent communication & soft skills to work with management, end users and technical vendors on technical issues as they relate to proposals or client needs
  • Excellent ability to multitask and maintain high-levels of quality
  • Must be able to work as a valued member in a team environment

To apply for this job email your details to hr@launchitcorp.com