ProActive Services Technician (Alert)

Job Title: ProActive Services Technician (Alert) Location: Headquarters (Clayton, MO)

Job Category: 100% Technical Reports To: Vice President of Service

Department/Group: Service Level/Salary Range: Intern/Hourly - Level 1, depending on experience

Technical Responsibilities - Alert Management:

·       Review, triage and resolve alerts for down servers and ISP outages

·       Review, triage and resolve alert tickets on the alert board that came in overnight

·       Continual, Real-time monitoring, triage and resolution of alerts received during the work day

·       Manage knowledgebase to ensure all alerts have a documented fix or dispatch process

·       Install, Configure, troubleshoot and manage Alerting tools

·       Audit alerting tools to ensure they are working correctly on a quarterly basis

·       Coordinate with vendors on behalf of the client

·       Participate in an on-call rotation

·       Other duties as assigned

Professional Responsibilities

·       Own each incident and request to completion with an “above and beyond” mentality

·       Communicate expectations to the client in a timely, understandable way

·       Conduct all client interaction in a pleasant, helpful tone

·       Manage communication with other departments and teams

Positional Goals

·       Utilization: Maintain a minimum of 80% utilization time per month.

·       Time Management: Enter all time at the conclusion of when work is completed.

·       Performance: Leave each day caught up on alerts.


·       Desire to learn, grow and aspire to join one of the other technical teams

·       Interest in technical problem solving and  exceptional customer service skills

·       On the job experience in a customer service role

·       Working Knowledge of Microsoft windows 7/8/10

·       Working Knowledge of PC Hardware (A+ certification a plus)

·       Basic understanding and experience networking fundamentals

·     Some experience with scripting or coding a plus

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