I-BN is a small, entrepreneurial, fast-paced cloud service company that requires a technically competent, proactive, detail-oriented person to join our cloud services team as a Support Technician. The person will perform Tier-1 and Tier-2 support including the triage incoming support requests, resolving issues when possible and escalating to the appropriate Tier 3 resource as appropriate. Support Technicians take ownership of the issues and requests asked by the clients to ensure customer satisfaction.  We are looking for individuals who want to grow with our company and who can triage and fix a broad array of technical and application issues in a dynamic cloud environment.

We are currently considering candidates for full time for this role.

Job Duties:

• Perform Tier-1 and Tier-2 technical support for cloud customers and manage escalations to Tier-3 technicians
• Troubleshoot issues from the I-BN Cloud to the local device including peripheral devices (printers, scales, scanners, etc.)
• Coordinate issue resolution between I-BN, end user, and third parties
• Assist in the provisioning and migration of new customers and users to our private cloud environments and in the I-BN internal systems
• Upgrade and migrate software for existing customers and assist clients with technical upgrades and migrations in the cloud

Minimum Requirements:

• Strong problem solving mentality and ability to recognize the right time to escalate
• Ability to organize, prioritize and manage multiple client service calls simultaneously
• Understanding of client/server applications
• High attention to detail and high responsiveness
• Follow internal work processes
• Proficiency with Microsoft operating systems (Windows 10, Windows Server 2016), Office 365, and networking principles
• Minimum 2-3 years’ experience with providing customer technical support

Preferred Skills:

• Microsoft certification (MCP or similar)
• Experience with virtual server environments
• SQL and scripting skills
• Bi-lingual or Multi-lingual with Spanish and/or other languages
• Understanding basic financial and business terms 
• Knowledge of and/or experience with working with business information systems 

Location and Travel:

Position is located in our Marietta office at 2617 Sandy Plains Road, 30066, in the north metro Atlanta area.  

Compensation:

We are a performance-driven, performance motivated, performance-rewarding company. We staff to our base work load and seek a long-term win-win relationship with our team members. All positions at I-BN offer a base salary, quantitative and qualitative bonuses along with full benefits to achieve an extremely competitive compensation package.