PDI Technologies
Network Support Technician, Tier 1
Information Technology & Security - Remote - Full Time
Location: US Remote
Employee Level: Individual Contributor
Career Level: Entry to Intermediate
Rate: $18.00/hr.
What You Need:
- 1-2 years customer service experience required.
- Self-motivated with a desire to work in a fast-moving and exciting environment.
- Ability to effectively communicate with customers and coworkers through written and oral mediums.
- Aptitude for customer care and interpersonal communications using patience, attentiveness, and empathy.
- Ability to work first, second or third shift in a 24x7x365 environment.
Preferred:
- 1-2 years IT, helpdesk, or networking experience
- Experience with Linux or other CLI
- Basic networking knowledge (TCP/IP, packet capture, VPN, Subnetting)
- Experience with Cisco Meraki or Cradlepoint firewalls
About the Job:
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.
What You’ll Do:
- 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.
Why PDI Technologies?
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.
We offer:
- Comprehensive benefits package including health, dental, and vision coverage effective immediately
- Fully flexible remote work environment
- Matching Group Retirement Savings Plan
- PTO effective immediately
- 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
Our Commitment to Diversity, Inclusion & Belonging
At PDI Technologies, diversity is embraced. 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.
