Managed Services Technician

The Wonderful Company•Paragould, AR

50d•Hybrid

About The Position

Teleflora provides innovative marketing, education, and technology to make sure our member florists get the resources they need to thrive, creating beautiful bouquets with keepsake vases delivered to your door. We've been a part of The Wonderful Company family since 1979, and with a nationwide network of florists, we've become the world's largest flower delivery service. With more than 10,000 member florists in North America, we lead the industry by working directly with our florists to hand-arrange and hand deliver every bouquet! This is an exciting opportunity for those with prior help desk experience and excellent technical skills to become part of Teleflora's Managed Services team. Team members provide exceptional service and remote technical support for our Teleflora Point-of-Sale florists. You'll work from home (voluntary) with one day per month working in the Paragould, Arkansas office.

Requirements

High School diploma or equivalent; Information Technology related degree helpful
A+ and/or Net+ Certifications, or equivalent experience
Strong interpersonal skills are a must along with the ability to interact positively and effectively in a team setting
Must display a strong desire to achieve and maintain high levels of both internal and external customer satisfaction
Must display both strong decision-making and problem-solving skills
Must be a self-starter, displaying high levels of initiative, motivation, and the ability to effectively manage time
Overtime work may be required
Work schedule will include rotating Saturday's
Work is performed in an inside office environment
Vacation "blackout" periods apply during defined retail holidays

Nice To Haves

Prior experience with Dell support a plus
Basic working knowledge of Linux

Responsibilities

Place and receive phone calls with remote Teleflora member florists
Have a customer focused attitude
Excellent multi-tasking and time management skills
Troubleshoot ISP outages, work with ISPs on behalf of our customers
Install and troubleshoot Internet VPN connections for small to enterprise level customers
Install and troubleshoot Cisco Meraki Firewall Configurations
Troubleshoot and resolve network connectivity issues within a SOHO environment
Troubleshot server and workstation hardware and OS issues
Windows 10 and 11
Red Hat Enterprise Linux 8
Install and troubleshoot Networked Printers within a Windows (Workgroup) Environment
Install and troubleshoot windows "Shared Printer."
Install and troubleshoot printers in a Linux environment
Work with customers to identify and resolve any data backup related issues
Work with customers to remotely re-image Windows PCs while retaining data
Troubleshoot local and cloud backups on Windows and Linux servers
Virus/Malware identification and cleanup
A basic understanding of computer and network security essentials
Capable of escalating calls to hardware vendors as necessary
Work with Vendors to escalate Hardware Warranty issues as needed
Accurately log calls into the Call / Problem Tracking system
Reliable and predictable attendance during weekdays
Able to escalate issues to supervisor or development representatives as needed
Additional duties as assigned

Benefits

Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including:
24/7 online physician consultations
virtual mental health resources
life coaching
engaging employee community groups
cash rewards for healthy habits and fitness reimbursements
library of on-demand fitness videos
Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units.
Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses.
Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward.
Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace.
Building a Healthy Society: We focus on improving the social determinants of a healthy society-quality education and medical care, economic mobility, and a healthy environment-to help build thriving communities. Wonderful CSR
Giving Back to the Community: Make a difference with Wonderful Giving, allowing you to allocate company-provided funds to up to three charities of your choice, and join Wonderful Neighbor to contribute to group service projects within our local communities.