Provides support to Tier 1 & Tier 2 customer support teams and customers for a variety of hardware and software issues. Able to resolve issues escalated from Tier 2 and provide them with training.

Core Functions

• Provide third level phone support, performing problem recognition, research, isolation in a Linux environment, resolving Tier 3 hardware & software issues or escalating issues to T4 team
• Assist with training Tier1 & Tier2 teams in the utilization of the software with its various applications
• Records and/or maintains accurate information within ticketing system
• Interfaces directly with escalated customers to ensure their issue(s) are resolved and a superior customer interaction is provided
• Work in a team environment
• Other duties and responsibilities as assigned

Winning Behaviors, Competencies, and Skills

• Ability to multi-task, working multiple trouble tickets.
• Strong problem solving skills and decision-making ability
• Ability to assist and train inexperienced end users in the utilization of the software with its various applications
• Flexibility to work overtime when required
• Professionalism
• Reliable and dependable
• Strong verbal and written communication skills

Hard skills:

• Familiarity with IP network troubleshooting involving broadband, cable, DSL, switches, routers, hubs, PC hardware, firewalls and Internet based technologies (TCP/IP, DNS, DHCP)
• Advanced Linux skills

Experience

Education:

• College degree, preferably in IT field

Work Experience:

• 3+ years experience providing technical help desk support to customers using web based applications
• 2+ years experience in inbound/outbound Call Center environment
• 3+ years experience working in a Linux environment using the Linux command line
• Experience with web browsers and anti-virus software

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, talk and hear. The employee is occasionally required to walk, sit, climb, balance, stoop, kneel, crouch, crawl, taste and smell.

Envysion is an equal opportunity employer. 

Background

Envysion is a growing and continuously evolving provider of software & video-based analytics. We were ranked #338 on Deloitte’s 2014 Technology Fast 500! Come join our team and work in our gorgeous, brand-new, custom-built office, right outside of Boulder, Colorado complete with an amazing view of the Flatirons.

While we have a ‘startup feel’ at Envysion – we’re a proven, stable and growing company with a very bright future. Eight years ago, we were focused on providing clients with video hardware, today we have grown to offer our clients the ability to use video as an analytical tool to help improve customer service/retention, coach employees, and increase profitability. We offer a unique opportunity to our clients, as well as our employees.

Candidates that we search for are those that have a hunger for knowledge, a passion for collaboration, and a mind for expansion. We look for the very best people that believe adding value to our clients is the top priority and get excited about disruptive technology. We thrive to be a world-class technology company situated right here in the heart of the Denver/Boulder area.

Culture & Perks

• Fun, casual & collaborative work environment
• Flexible working hours & remote working opportunities
• Brand new, open floor plan office, including a locker room/showers
• Benefits including medical, dental, paid vacation, annual bonus plan and Friday Beer:30
• Loaded kitchen with tons of snacks/drinks & our very own latte machine
• Monthly happy hours to spend time with your work family
• Quarterly wellness challenges with awesome prizes
• Recognition cash spot awards for awesome performance