Strategic Business Systems, Inc. (SBS) is hiring Data Protection Technician “Trainees” for our Managed Backup Services Team. SBS is a National Information Technology Services company that provides infrastructure design, integration, and operation services. This is a remote position, with very limited travel.
Candidate Profile
- Excellent verbal and written communication skills
- Basic Networking Knowledge
- Results-oriented self-starter with a positive outlook and a clear focus on team success
- Ability to prioritize and balance multiple tasks
- Proficient in using Microsoft Outlook, Excel, Word, and PowerPoint.
- Must be able to work 12-hour shifts, on day shift and night shift on a rotating basis
- Helpdesk, Desktop Support, Call Center Support experience a plus
- Military service a plus
- US Citizenship is required
Shift Schedule
If selected, candidates will work 12-hour shifts. The schedule will follow an "on"/"off" schedule of: 2-2-3-2-2-3. He/she must be able to work days and nights on a 14-week rotating schedule.
Job Description
- Monitor ongoing data protection of customer environments
- Work to ensure the highest level of customer service meeting all SLAs
- Respond to and complete customer restores and other requests expediently
- Troubleshoot errors, open and track support cases
- Understand all escalation procedures
- Escalate issues/errors when appropriate
- Assist in ensuring all “Run Book” and other documentation is kept up to date for each customer
- Create Knowledge Base (KB) articles or stubs as necessary for all errors encountered
- Participate in weekly and monthly “Governance” or “Team” calls as required
- Participate actively in team training sessions
- Ensure checklists are accurately completed and a shift turn-over briefing is delivered
- Provide thought leadership regarding process improvement
- Review automated reports to ensure data validity
- Complete all reporting as assigned
- Collaborate with FUSION Team to ensure Security Compliance is continuously maintained
- Engage and assist customers to reach decisive & consistently satisfactory outcomes via phone, email, and remote session
- Follow up with team on any open customer action items
- Provide training and /or mentoring of less experienced team members
- Build and maintain relationships with customers
- Maintain professional communications at all times
- US Citizenship is required
Starting Pay: $36,000 /year plus benefits
ABOUT SBS
SBS encourages a flexible work environment that is focused on work-life balance. Additionally, SBS provides personal opportunity for growth through vendor led training, access to technical conferences and workshops, big vendor shadowing as well as a tuition reimbursement program. All of our positions are full time permanent positions. We have a comprehensive benefits program, Medical, Dental, Vision, 401k, Life Insurance, etc. SBS provides the opportunity to work with the best in the industry on a wide range of cutting edge enterprise technologies in a fast-moving culture that rewards leadership and creative thinkers.