Job description

We are constantly on the lookout for people with a passion for technology and problem solving to join our team and help us redefine what outsourced IT can look like.

Who are we?

Techbundle operates on the belief that if you’re highly selective of your clients, you can create a real proactive relationship between IT and business. This means selecting and keeping only business clients who:

• Adopt and respect our solution standards.
• Follow our on and offboarding processes.
• Implement and maintain a change management process.
• Set the appropriate budget for IT based on their size and vertical.

The net result for our team is to build a lasting relationship where IT commands the respect it deserves as a highly skilled critical role for organizations rather than being seen and abused as ‘computer janitors’.

We also keep our client count at a manageable level; our goal is not indefinite growth, but to create a well standardized set of clients that respects a highly skilled IT team.

This also means we’re seeking the real problem solvers out there who want to tackle the more complex IT issues that occur once all of the low hanging fruit has been cleared away through proper standardization.

As part of our Support arm, you would be responsible for answering inbound calls or portal generated tickets from clients around the Bryan College Station area as well as some satellite offices in Houston, Dallas, and Austin; you would also deploy on-site to resolve issues as needed.

Who are we looking for?

We’re just as picky with our team members as we are our clients (if you’ve ever had to work with that person in IT you already know why), so a good fit for us has:

• People skills to defuse frustrated client situations (people don’t generally call IT because they’re having a great day after all).
• Be able to critically listen and navigate a reported issue to get at the root of the problem (we’re not fans of recurring tickets, and you shouldn’t be either).
• Solid writing and documentation skills (we’re not looking for the next James Joyce, but you need to be able to form complete sentences with proper grammar and punctuation when communicating). We’re also heavily dependent on what gets put in the ticket¸ so being thorough in documenting what you’ve done is critical.
• We’re looking for people with at least three years of IT experience because you need to have a solid technology foundation already; our clients are all standardized, we don’t have the types of problems needed to train up tier one technicians.
• You need strong google-fu. Let’s be honest this is 90% of what we do, so you better be really damn good at it.
• You need to be comfortable working with a team and escalating issues you aren’t familiar with; IT Cowboys need not apply.
• Most importantly, you need to be a sponge and love technology. Long term success here fully depends on your ability to soak up knowledge quickly. If you’re bored with seeing the same problems day in and day out and want a challenge, boy do we have something for you.

Specific Skillsets Desired:

• At least three years’ experience working in a technical support role of some kind.
• Experience using a ticketing system and some form of remote management.
• At this desired technical level, you should be able to open a powershell script, piece together what it's doing, and modify it if needed for your own purposes.
• Eat live and breathe Windows troubleshooting.
• Familiarity with Windows Server. By this we mean: Be able to create, disable, and modify AD users; Troubleshoot Remote Desktop profile and login issues; Create and maintain Group Policy without taking down the entire environment. If you don't have experience with Group Policy already, this isn't the post for you.
• Basic understanding of small business networks (firewall rules, VLAN management, site to site VPNs, client VPNs etc.).

Essential Day to Day Responsibilities

• Process incoming tickets, assess the severity and impact, assign a priority and work issues based on SLA (on-site when needed).
• Escalate issues with documentation / notes as needed.
• Ensure your tickets are timely and the status of an issue is accurate.
• Participate in our daily huddle and bring up any service delivery concerns or questions you may have from the day.

Conditions and Physical Requirements

• If you’ve never worked in the private sector before, be prepared to perform (with confidence) under pressure during an IT emergency while maintaining a professional demeaner at all times.
• Required to sit, walk or stand for extended periods of time.
• Required to sometimes lift or move up to 50lbs.
• We are hands on with our IT onboardings, so you may be required to kneel, crouch, crawl, climb to get things installed where they need to be.
• A valid drivers license and the ability to travel long distances if required (a company vehicle is provided for client visits).
• This is for a local position in office. You are expected to live or be willing to relocate to, the Bryan College Station area. If you are interested in a remote only position this is not the post for you. If you are willing to move, financial relocation assistance through the company is available.

Why Join Techbundle?

Put simply? We fire the clients that don’t respect IT. We could go on and on about company values and strong leadership you’ve likely seen on every other hiring post – but this one statement is what you should really be looking for. Many (some would say most) Managed Service Providers will work with basically any client that will pay their fee (or close to it) and subject their team members to whatever nightmare such practices create all in the name of profit.

We don’t.

If you want to know more about us, apply – we’ll be happy to talk your ear off.

Compensation: $50,000-$74,000 per year depending on experience and demonstrable skillset. This isn't a bullshit range where we offer every applicant $50,000; if you're worth more prove it and we pay what people are worth.

Benefits:

• Company paid employee healthcare, vision, and dental (with the option to add family members at employee expense)
• 401k with company matching
• Company paid certifications (if you're into this kind of thing, we don't fetishize certs or push people to earn them).
• Two weeks paid vacation on top of personal and sick days.

Schedule:

8:00am-5:15pm (this includes a 15 minute 5pm daily huddle), with 1 hour for lunch.

On Call (rotated between support specialists) – compensation for after-hours is provided above and beyond base pay - we also evaluate after-hours calls to look for patterns of abuse by clients.

Job Type: Full-time

Pay: $50,000.00 - $74,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Relocation assistance
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• On call

Ability to commute/relocate:

• College Station, TX 77845: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Application Question(s):

• By applying for this role, you acknowledge that we work with clients that deal in PHI and CJIS data, and will be required to submit fingerprints and pass a background check for employment.
• Have you ever worked for a Managed Service Provider?
• Which PSA tools have you used?
• Which RMM tools have you used?
• Describe any imaging tools or processes you are familiar with for workstation prep.
• How would you rate your comfort with powershell on a 1->10 (1 being you don't know what powershell means, 10 being you belong on the CyberDrain team).
• Describe your home network setup.

Education:

• High school or equivalent (Required)

Experience:

• Technical Support: 3 years (Required)

Work Location: In person

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