Red River

  • Red River IT Academy Program (June 2018)

    Job Locations US-NH-Claremont
    Category
    Information Technology
    Travel
    10%
    Type
    Regular Full-Time
  • Overview

    Red River offers an accelerated development program for recent college graduates with technical and business degrees. The program includes intensive training where participants will build business, technical, customer service, and consulting skills to meet the demands of our growing customer base.  Participants will be assigned a dedicated mentor that will assist throughout the program and in the planning of a custom career path.

     

    The Academy/Level 2 engineers will directly service both our managed service and federal customer’s support needs. Candidates need to have proven customer service skills and basic IT experience. Academy/L2’s will be trained to deliver incident management, problem management, ticket handling and escalation, IT troubleshooting, and processes adherence.

    Responsibilities

    • Provide shift-based coverage from the operations center to act as the first point of contact for customer incidents reported by telephone, email and remote monitoring tools.
    • Act as the point of contact for customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed. This includes performing system analysis techniques to consult with end users and determining the hardware and software system functional specifications.
    • Ensure all standard operation processes (SOPs) are followed.
    • Consistently meet/exceed customer account needs; identify opportunities to enhance delivery of company service and support goals.
    • Work independently with a focused direction while adding value and contributing to overall team performance.
    • Maintain accuracy of all reports/audits and client documentation. Ensure journal entries to the CRM Database are accurate, concise and timely.
    • Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates.
    • Engage in training and certification programs to develop technical service skills like Advanced IT troubleshooting.
    • To demonstrate a desire to improve breadth and depth of technical skills along with customer facing and documentation      skills.
    • Demonstrate strong written skills to update and maintain standard operating procedures (SOPs) used in daily delivery and to ensure concise professional communication with customers. 
    • Exercise sound judgment when  working outside defined practices and procedures; accurately close  incidents for known errors without the need for functional escalation;  Escalate potential areas for improvement to standard operating procedures  (SOPs) to team leadership.
    • Keep  current on new releases, updates and changes to Customer Run Book content. Continually pursue on-going training and development opportunities to  advance skill sets and, in turn, ability to effectively deliver quality  services to customers.
    • Maintain  clear understanding of the interdependencies that problem, change and configuration managements processes have on good incident management practices.

    Qualifications

    Previous customer service experience is helpful. Must be able to work productively and autonomously without significant assistance; must be able to multi-task and effectively prioritize within a high volume/time sensitive environment. Solid verbal and written communication skills. Strong attention to detail. Strong customer services/satisfaction ethic.  Team player; capacity for working effectively in team-based environments. History of ability to establish and maintain effective working relationships with customer contacts, colleagues and team leadership. Technical acumen; ability to learn new technologies quickly and then leverage gained knowledge. 

     

    It is helpful to have technical certifications such as CCNA, MCP, ITIL, etc. 

           

    Company Overview

     

    Established in 1995, Red River delivers information technology solutions to a worldwide military and civilian customer base and the New England enterprise market including healthcare, financial services and education customers. Red River is ranked the 5th fastest growing company in NH by Business NH Magazine and has demonstrated consistent year over year revenue and employee growth since its inception. With corporate headquarters in Claremont, NH, Red River has satellite offices in Virginia. 

     

    EOE M/F/DISABLED/Vet

    Red River Computer Co., Inc. is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veteran status.

     

    Red River offers a competitive salary, excellent benefits and an exceptional work environment. If you are ready to join a growing company, please apply online at http://www.redriver.com/company/careers.  

     

    MOC

    Army: open
    Navy: open
    Airforce: open

     

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