Network Support Technician, Tier 1

Location: US Remote

Overview

PDI Technologies, Inc. resides at the intersection of productivity and sales growth, delivering powerful solutions that serve as the backbone of the convenience retail and petroleum wholesale ecosystem. By "Connecting Convenience" across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with their customers.

PDISecurity Solutions is the leading provider of networking and security services for distributed enterprises. Through its turn-key solutions, PDI Security Solutions provides a simple and affordable way for enterprises to securely connect multi-location businesses while meeting regulatory and compliance requirements, including PCI and HIPAA. PDI Security Solutions' solutions defend sensitive corporate data against security breaches and protect consumers from identity theft by safeguarding payment card information. Through its customized and scalable approach to integrating network and security services, PDI Security Solutions provides customers with a simple solution which includes a single point of contact, one straight forward monthly bill and cost-effective equipment choices.

The Customer Support team provides first-level, initial contact technical phone, email, and chat support for our customer base. Our Technicians support a mix of client installations, including both fully managed network sites and sites that leverage existing network infrastructure to provide secure communications for electronic funds transfer. Technicians utilize basic troubleshooting skills, along with custom-written software and a suite of remote tools to ensure our customers' communications are fully restored to online status when they report any disruption of service. In addition, we manage firewalls for our customers and the Customer Support team monitors connectivity and makes changes to the firewall's rules per the customer's request while also preserving PCI-DSS compliance. This position is part of a team that provides network support to their customers 24/7/365. Working some holidays and coverage for shifts outside the normal schedule is required.

Essential duties and responsibilities

(Include but not limited to):

• Effectively communicating progress of incident resolution to customers.
• Accurately document interactions while troubleshooting over the phone or via chat
• Providing 1st level technical support at the physical and network layers.
• Responding to alarms from remote monitoring and management systems.
• Following prescribed escalation policies to escalate incidents to tier 2 technicians.

Qualifications:

• Required:
  • Ability to effectively communicate with customers and coworkers through written and oral mediums.
  • Ability to work first, second or third shift in a 24x7x365 environment.
  • 1-2 years customer service experience required; helpdesk experience is a plus.
• Preferred:
  • 1-2 years IT or networking experience
  • Experience with Linux or other CLI is a plus
  • Basic networking knowledge (TCP/IP, packet capture, VPN, Subnetting)
  • Experience with Cisco Meraki or Cradlepoint firewalls a plus

Skills and Abilities:

• Applicant must be self-motivated with a desire to work in a fast-moving and exciting environment.
• Applicant must have the ability to communicate effectively through oral and written mediums including: active listening, telephone skills, and writing in a professional manner.
• Applicant should have an aptitude for customer care and interpersonal communications using patience, attentiveness, and empathy.
• Applicant should have an aptitude for problem-solving in a highly technical environment involving an ability to diagnose technical issues and match appropriate resources to have the incident resolved as efficiently as possible.

Why PDI?

We offer:

• Competitive salary
• Comprehensive benefits package including health, dental, and vision coverage effective immediately
• Fully flexible remote work environment
• Matching Group Retirement Savings Plan
• PTO effective immediately
• Full access to Linked-In Learning
• Quarterly self-investment allowance for personal and professional development, health and wellness, entertainment, travel, charitable giving, tech, travel, etc.
• Strong culture that values authenticity, trust, curiosity, and diversity of thought

PDI is open to remote work except in California, New York, Massachusetts, Connecticut, Colorado, Washington, and Rhode Island.

Our Commitment to Diversity, Inclusion & Belonging
At PDI Technologies, diversity is embraced as one of our key values. We are committed to cultivating an environment that is safe, welcoming, and inclusive for all individuals. PDI Technologies is an Equal Opportunity Employer. We agree not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.