Department/Division: Platform
Area of Focus (Sub Team): Incident Response Team
Position Title: Incident Response Team Member
Position Location: Orlando, Florida (Remote)
Tigunia Core Values: To produce results, solve problems with a sense of urgency, treat clients and co-workers with respect, and foster long-term relationships.

POSITION DESCRIPTION (ABSTRACT):

This role is part of the managed services group of Tigunia, which handles end user support requests, initial triage of issues, client endpoints, network & server patching, monitoring, alerting, related break fix support and remediation for a wide variety of customers ranging from small to enterprise companies.
In this operations role, one will interface directly with customers and their systems and collaborate with internal teams to complete objectives. This is an active, hands-on role which relies on problem solving capabilities, consistent communication, and self-reliance.
We expect each of our Incident Response Team members to take to heart and embody our core values, while demonstrating these critical attributes:
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Deliberate in Action; know the expected outcome. Every action should either gain more information for you or solve the problem. Do not just guess and reboot.

• Detailed in Triage; know how to unpack an issue so that others can understand, or you can understand it better. (Listing out what is known on an issue/ providing good escalation notes when needed or notating the details of a case succinctly)
• Diligence in Operation; consistency in tasks and upholding standards, including maintenance, patching, client support, and doing it all with a smile.

LEARNING AND SKILL OBJECTIVES:

• Familiarity with all Tigunia tools
• Familiarity to admin ADDS, AAD, O365 Exchange, RDS Collections, BC/NAV Instances, MSSQL, IIS
• Comptia A+
• Comptia Net+
• Comptia Security+
• Continuous Learning and Development

SERVICE RESPONSIBILITIES:

• Technical Support Services
• Dispatch & Triage Services
• Technical projects
• On-Call Rotation

TECHNICAL DUTIES:

• Provide end user support in a timely manner
• Responsible for implementing, tuning, and maintaining client environments
• Actively seek out opportunities to improve existing practices, procedures, and technology implementations
• Consult with clients regarding their infrastructure and best practices to meet business needs
• Create high level of documentation and procedural documents as work is executed
• Internal & client network and systems diagnostics
• Other tasks as appropriate

OPERATIONAL DUTIES (RECURRING EXPECTATIONS):

• Proper system documentation in IT Glue
• Enter all phone calls or emails into the case management system for each case actioned
• Enter time for each actioned case or project task daily
• Respond to owned cases within applicable SLA in accordance with department procedures
• Follow up on all assigned cases daily (unless in a status indicating a wait)
• Document inbound support requests with the CMS (Case Management System) in detail before escalating to higher resource
• Use CRM home dashboard to ensure assigned case and project workload is getting actioned
• Ensure clients are consistently communicated through cases on a regular basis
• Availability and responsiveness when participating in an on-call rotation
• May be required to work some holidays and have the flexibility to work extra shifts as needed by management (Management tries to keep this at a minimum)
• Other duties as assigned
• Work Priority:
• Assigned Cases
• New client support requests
• Client projects
• Tigunia non-billable efforts