IT Support Technician

CAI is hiring! We are seeking a full-time Sunwatch Technician to join our organization on a long-term consulting engagement in the Orlando/Ocoee, FL area. CAI is a $700M global IT consulting firm that specializes in high value, long term managed services engagements with our clients. We offer a great benefits package that includes vacation.

This is a 3rd shift role. The schedule is Sunday-Thursday 12:00am-8:30am.

Duties & Responsibilities

This is a new hire\entry level position and must meet the requirements below:

• Monitor and Troubleshoot Networks: It is tasked to the SunWatch Technicians to monitor Tolls system hardware and software to ensure the proper operations of switches, firewalls, and remote technologies. Sunwatch Technician I fields incoming calls, help callers troubleshoot Toll system issues, diagnose Tolls system problems, and provide resolutions.
• Dispatch & Coordinate Field Technicians to Respond to Toll Sites: Sometimes it is necessary to address Toll system issues on-site; in these cases, SunWatch technicians relay details about Toll system issues to field technicians and schedule them to go to locations to work on Toll system equipment. Sunwatch Technician I maintain field technician schedules, assist technicians on the phone, and keep records of repairs made for each client.
• Document Calls and Service Results: SunWatch Technician I document all incoming calls and record the technical issues addressed in each call. They maintain logs of resolutions, communicate with vendors about ongoing problems, and use a ticketing system to update information regarding the progress of each call.

Must have the ability to diagnose and resolve issues using technical abilities, computer knowledge, and analytical skills. Candidates for these types of jobs should display the following:

• Familiarity with Remote Troubleshooting: Must have basic knowledge and understanding how networking technologies work and be able to troubleshoot issues with switches, and other equipment.
• Computer Skills: Must have knowledge of computer operating systems minimum Microsoft Windows. (Linux/Unix are a plus).
• Customer Service: Must be able to resolve customer issues either via email or by telephone in a timely manner.
• Analytical Thinking: Must be able to analyze given information about system issues to arrive at real solutions either by online reports or from telephone conversations.
• Problem-Solving Skills: Must be able after diagnosing system problems to follow through until issue is resolved.
• Communication Skills: Must have strong verbal and written communication skills for conversing with other technicians, callers, vendors, and managers; listening skills are needed to understand caller concerns and issues.

Duties:

• Answer customer phone calls from SunWatch facility
• Respond or redirect emails from contractors and vendors
• CA Unicenter Maintenance Online Management System (MOMS) monitoring, creating, MAF's and diagnose equipment problems
• Create CA Unicenter Engineering Service Request (ESR) tickets for vendors for internal departments problems and troubleshooting calls
• Update and Pass down Shift Turnover log with pertinent information
• Send In-Construction (InCon) Alerts for onsite task performed
• Engage contractors on behalf of toll personnel
• Remote monitoring of tolling equipment status

Qualifications

Experience/Education Required

• Associate degree in electronics, computer science, network engineering, or information technology (IT).
• Technical background
• Exceptional customer service experience
• Knowledge of local area networks, wide area networks and remote troubleshooting.
• Minimum one (1) year of real-world experience with reputable company in the information technology (IT) field also acceptable.

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

Reasonable Accommodation Statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to (888) 824 – 8111.

This email is only intended for candidates who need an accommodation or assistance completing the application or interview process and will not be reviewed by CAI’s talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI’s career portal for consideration https://www.cai.io/careers/career-portal/

EEO Statement: It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Job Type: Full-time

Pay: $20.00 - $21.25 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• Under 1 year

Schedule:

• 8 hour shift
• Night shift

Application Question(s):

• Are you interested in 3rd shift (12am-8:30am)?

Education:

• Associate (Preferred)

Experience:

• Help desk: 1 year (Required)

Work Location: In person