SUMMARY
Responsible for providing customer service and technical support to facilitate the work of Gigaisland. Key responsibilities include providing exemplary customer service, consistent management and update of workflow databases.
KEY RESPONSIBILITIES
Tactical Work
● Assist on daily firewall monitoring
● Assist on backup checks and opening service tickets
● First responder to ‘ohana support requests via phone, email, and text
● Process requests in ticketing system
● Provide additional support on projects e.g. research, upgrading servers, network, and computers)
● Other duties/assistance as requested/assigned
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Knowledge
Certified or preparing for the certification exam for the following:
● A+
● Network +
● Server +
Experience with the following hardware
● Server equipment
● PC and Apple hardware
● Switches, routers, firewalls and NAS
● Apple and Android devices
Experience with the following software
● Windows Server 2016, 2012, 2008, 2003, 10, 8, 7, XP
● Apple MacOS and iOS
● Enterprise software
o Vmware Enterprise and ESXi management software
o Various backup software such as Veeam and EaseUS
● Apple and Android apps
Experience with Cyber Security
● Assess and resolve vulnerabilities in computing environment
● Networking tools to find, examine, and patch security vulnerabilities
● Audit computing environment to be compliant for industry standards and regulations
Skills
● Broad technical experience with servers, setting up computer environment, networking skills, and setting up computers and installing software
● Excellent organizational and multitasking skills necessary to prioritize routinely (daily and weekly) monitoring and updating of internal tracking and client maintenance software
Abilities
● Excellent responsive communication skills with the ability to prioritize responses to clients’ service requests shortly after requests are received and/or by end of-day
● Exceptional interpersonal skills and workplace professionalism
● Excellent organizational and multitasking skills to complete regular routines and provide backup and support to other members of the team
● Exemplify and live by the values of compassion, integrity and ‘ohana when dealing with clients or team members
COMPANY-WIDE STANDARDS
● Core values of compassion, integrity, and ‘ohana
● Embodiment of the “Friendlier side of computer services”
● Be helpful and team-oriented
● All are encouraged to recommend ideas consistent with Gigaisland’s vision and values to improve internal or external infrastructure
● Regular communication is valued - weekly team meetings will be scheduled
● All employees respect each other’s time, space and need for concentration.
● All work is performed in accordance with all governmental laws, regulations, ordinances, and court rulings in those jurisdictions in which the company operates.
● All routine work is documented in an operations manual. The information included in the operations manual is proprietary.
● All work is performed according to company policies and standards inherent in all position agreements, system action plans, and employee operational manuals.
Customer Service Standards
● Maintain the highest level of customer service
● Gigaisland’s response time to service requests received via phone and email is within 1-2 hours of receiving request and no longer than 1 business day.
● All calls, both internal and external, are returned within one business day and within two hours whenever possible.
● After receiving a service request, the employee confirms receipt via phone and email.
● Clients requests are prioritized according to critical need of client’s operation
● All team members will make themselves available to assist each other when faced with multiple time-sensitive critical requests
● Communicate with integrity, courtesy, kindness, professionalism, and compassion.
● Client and company information is held as strictly confidential outside the company.
Workflow Standards
● Tickets are opened upon receipt of request and updated in a timely manner
● Backup check tickets are done on a weekly basis
● Security checks done daily
● Clients are invoiced in a timely manner
● Manager is notified when daily expectations or when an exception to standards cannot be met
● All innovation is quantified, tested, and documented prior to implementation
WORKING CONDITIONS
Based at the owner’s home, the position might involve travel, mostly by auto. Employee must have a valid driver’s license and acceptable driving record. Casual dress acceptable when not meeting with clients in-person. When representing Gigaisland in public, site visits or in-person meetings, employees should wear collared uniform shirt with Gigaisland logo. The employee may need to work some weekends and evenings
Job Type: Full-time
Pay: $18.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Professional development assistance
- Retirement plan
- Vision insurance
Compensation package:
- Hourly pay
- Performance bonus
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Application Question(s):
- Do you live on the island of Oahu, Hawaii or are in the process of moving to the island of Oahu, Hawaii?
Education:
License/Certification:
- Driver's License (Required)
Shift availability:
Work Location: Hybrid remote in Honolulu, HI 96821