Technical Support Contractor

Top 3 reasons our employees love working at Omicron:

1. We build cutting-edge technology that is literally changing how the world consumes online content.
2. We get to collaborate with really smart, interesting people every day.
3. Omicron rewards its team with really fun company events. Past events include food trucks on-site for lunch, private movie screenings, tickets to charity galas and more!

JOB SUMMARY: 

We are seeking a remote full-time Technical Support contractor who is customer-focused, motivated to learn, and is currently (or willing to be) trained in social media engagement. The environment in our Technical Support Center is casual, fun and fast-paced.

The ideal candidate will have prior experience in a technical support help desk or NOC environment, and be able to clearly explain advanced technical issues to customers in a friendly, clear, and concise manner. The ideal candidate will be highly motivated and have the ability to reference resources within and outside of the company.

RESPONSIBILITIES:

• Provide IP services, software, Usenet, and VPN technical support via tickets, phone, and live chat
• Monitor massive networks and server farms ensuring availability according to service level agreements
• Escalate issues within committed time frames
• Communicate and follow-up with customers of varying levels
• Troubleshoot and proactively identify potential problems and make recommendations regarding solutions

EXPERIENCE:

• Must be fluent in both Dutch and English
• Technical troubleshooting and problem-solving
• Customer service experience in a technical support position
• Extensive computer experience with Windows-based systems and software
• Using social media platforms and associated tools
• Knowledge and/or use of Internet Protocols
• Experience in any of the following are preferred
• Usenet
• VPN
• Using UNIX/Linux (command line and shell scripting)
• Network troubleshooting
• Programming languages (C++, PHP, MySQL, or other technical experience)

REQUIRED PERSONAL SKILLS:

• Must be fluent in both Dutch and English
• Takes initiative with excellent deductive reasoning and problem-solving skills
• Excellent interpersonal/communication skills, both written and verbal
• Organized with great time management and attention to detail
• An ability to work both independently and as part of a team
• An ability to adapt to change and resolve conflict
• An ability to prioritize and complete tasks accurately, and make decisions within established guidelines and policies
• Dedication and commitment to providing continuous service for the advancement of technology
• Willing to provide quality, A+ service on public communication channels in a user-friendly manner

EDUCATION:

• College degree or Professional technical certifications

OTHER:

• Must be able to work holidays and have a flexible schedule, including weekends and night shifts
• Must be able to cover shifts when others are unavailable

This job description is not intended to be all-inclusive.

Omicron Media, Inc. is an Equal Opportunity Employer. EOE/AA M/F/D/V

If you are interested in this position with Omicron Media, Inc., please apply by visiting our website at https://omicronmedia.com/work-here/job-listings/

If your experience and qualifications match our current needs, a member of our Recruitment team will contact you. We look forward to hearing from you!