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Entry-Level Technical Support Representative

Expedient is a provider of multi-cloud platforms, hosting and security and data center infrastructure as a service (IaaS) solutions. We are a CRN Top 100 Data Center and Solutions Provider, a Top Workplace winner for 6 years and ranked among the Top 3 Managed Service Providers globally. 

We're hiring an Entry-Level Technical Support Representative in Cleveland. The role provides a fast-track opportunity to promotion and career growth through training on a variety of technical platforms including virtualization, networking, managed backups, Windows, Linux/Unix and infrastructure. The role has a formalized training plan that covers the technology and the business of Expedient and the Infrastructure as a Service (IaaS) industry. The successful candidate will be passionate about IT and have a desire and ability to learn and grow his/her IT career. The position works a required schedule of Monday through Friday from 7am to 3:30pm.

PLEASE NOTE: We are an essential business due to our support of clients in industries such as healthcare, financial services, public utilities and other critical infrastructure. Under the COVID-19 restrictions, the majority of our employees are currently working remotely. However, there are critical positions, such as this one, that require a physical presence, on-site in the data center. As a result, every effort is being made to ensure the protection of our employees and our job candidates in the data center.   

Sponsorship is not provided. Expedient does not engage with third-party recruiting or staffing firms.

Applicants should be able to show experience with IT and technology; acceptable experience can include self-study, technical school or work experience. This is a great opportunity for someone looking to start his or her IT career with growth potential, professional development opportunities and the chance to work with a wide variety of technologies.

Responsibilities:

  • Handle Tier 1 job tickets such as tape back-ups, setup of hardware for new hires, etc.
  • Follow strict security protocol to allow client access requests inside the data center using specific access control criteria
  • When necessary, enforce security protocols -- for example, if a client requests to remove equipment without prior notification or as per contractual obligation
  • Follow shipping and receiving procedures to ensure the secure transport of materials to and from the facility
  • Cover the front desk phone, and conduct physical and virtual security checks
  • Process and prioritize client and employee technical requests by phone, email or in person
  • Use the ticketing system to log all requests and activities including documentation of special requests and customizations considered important for future support

Minimum Qualifications:

  • Industry certification(s) preferred (such as the CCNA, CompTIA A+ or Network+, for example) 
  • A strong desire for a career in IT and/or technology and evidence showing IT experience
  • Associate degree in a technical discipline or technical equivalent work experience
  • Previous exposure to or experience in an IT environment
  • Previous customer-service work experience
  • Must be professional and patient at all times, as this is a client-facing role
  • Excellent written and verbal communication skills
  • Strong analytical and independent problem-solving skills
  • Ability to prioritize and manage multiple responsibilities that are time-sensitive 
  • Having a willingness and ability to learn quickly -- our technology, etc.
  • Must pass pre-employment screens


Physical Tasks/Demands:

  • Sitting - stationary/seated position during the work day in order to check in visitors
  • Walking - must be able escort visitors to their equipment; must be able to walk the entire perimeter of the physical plant/data center several times during the shift in order to conduct hands-on assessments and to ensure building safety compliance by checking doors, checking temperature in various areas of the server room/data center
  • Lifting - frequently lifts light-weight items and occasionally lifts heavy-weight materials such as equipment, parts, computer and server hardware
  • Dexterity - must be able to lock/unlock security cages, operate security kiosk and print out visitors badge, operate loading dock equipment; must be able to climb and balance oneself on a ladder, must be able to stoop, kneel, crouch, and crawl into tight places to access computer hardware, to conduct safety checks, to move equipment, install equipment, etc. as required

BENEFITS TO WORKING FOR EXPEDIENT We place a high value on learning and staying agile in the technology arena. We make education and training available to our employees through a robust, employee-driven training and tuition reimbursement program. Additional benefits include 3 weeks of paid time off, plus top-tier, affordable medical, dental, vision insurance, as well as 401(k) with a generous match and a paid day off to celebrate your birthday each year. Expedient is committed to providing its employees with an environment that promotes collaboration with both team and individual success.  

To apply, please submit your resume and a cover letter explaining your interest.  

If this isn’t the job for you, perhaps you have a friend who would be a perfect fit. Please share the following link so they can view/apply for this or any of our other current job opportunities: expedient.com/careers.

Expedient is an equal opportunity employer, providing a safe, drug-free work environment. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status, disability, or any other characteristic protected by law. 

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