Technical Support Representative I (Fully Remote - Tallahassee, FL)

Diverse Computing•Tallahassee, FL

11h•Remote

About The Position

Diverse Computing, Inc. is seeking a highly driven Technical Support Representative for a full-time, salaried, nonexempt position that can be performed remotely or in office. The ideal candidate will be passionate about delivering unmatched customer support and user-friendly software for those who protect and serve the public. This role involves working closely with clients to understand and support their business processes and technical needs related to Diverse Computing's products. The successful candidate will also assist clients with enterprise-level networking equipment and support, demonstrating a passion for helping, continuous learning about clients, products, networking, and security.

Requirements

Have a Bachelor's degree in Information Technology, Information Communication Technology, Management Information Systems, Computer Science, or a similar degree program (related work experience may be substituted for educational requirement)
Have a firm understanding of computers and operating systems
Have a strong understanding of information technology, database management, and software development concepts
Have at least a base level understanding of core networking concepts (i.e. subnetting, VPN, VLANs, etc.) and network security
Have an interest in continual learning about new technologies and how those can be adapted into networking and security
Have a general understanding of the SDLC from conception to delivery
Have some ASA experience with updating configurations and keeping them up to date
Have an outstanding command of the English language, both written and verbal, along with non-verbal communication and interpersonal skills
Are able to work from 8am - 5pm EST, Monday - Friday, as well as rotational on-call duties during off hours (mandatory)
Currently reside in one of these states: FL, GA, IL, KS, KY, MO, NC, NJ, NY, SC, TN, TX, UT, VA (Preference will be given to candidates residing in or near Tallahassee, Florida)
Are able to confidently pass rigorous fingerprint-based state and federal background screenings, as required by the nationwide agencies we work with (mandatory)
Do not require sponsorship to work in the U.S.; sponsorship is not available for this position

Nice To Haves

At least 1-2 years of experience with providing some level of technical support
Have some experience with enterprise level networking equipment (ie Cisco) either through schooling or actual hands-on experience
Have Cisco certifications or other networking certifications
Have some SQL experience
Have utilized XML for configuration work
Have knowledge of the public safety or criminal justice industry

Responsibilities

Learn our software inside and out
Provide phone and email support to our nationwide customers for all Diverse Computing products
Enter, monitor, and maintain incoming support tickets
Periodically be on-call outside of normal working hours
Configure, install, and maintain customers’ routers and VPN applications
Install proprietary software on customers' workstations and/or servers
Train new customers on how to use our software
Troubleshoot issues reported by eAgent clients
Record information from support calls into Service Cloud
Perform on-line demos of our software to prospective customers
Perform quality assurance (QA) testing
Assist with internal systems administration tasks

Benefits

Competitive salary (dependent on level of experience)
Generous coverage options for Medical, Dental, & Vision insurance for you and your family; begins 1st of month after date of hire
Flexible Spending Account (FSA) for health-related expenses
Company sponsored Group Life / AD&D Insurance
Supplemental insurance options: life, AD&D, short and long term disability, accident, critical illness, and hospital indemnity coverage
Up to 3% matching SIMPLE IRA retirement contributions; no vesting schedule
15 days (3 workweeks) of annually earned PTO, front-loaded for immediate availability; additional days awarded at service milestones starting at 3+ years
12 paid holidays annually
Paid Maternity/Paternity Leave
Work / Life balance-centered Flex Scheduling policy
Fully remote & hybrid (office/remote) work opportunities
Reimbursement of approved business-related travel and professional development expenses
An award-winning company culture that’s welcoming, fun, collaborative, and supportive