Technical Support Product Specialist - Business Apps/SecuriSync

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Description

About Intermedia 

Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.

Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!

Culture at Intermedia is built on teamwork and transparency.  We hold each other accountable and always have each other’s back!

Are you ready to make your mark?

About The Role:

In this role, you will be responsible for the management and resolution of complex technical issues for our frontline engineers. Advanced technical knowledge and product expertise are essential for a Product Specialists. This team will be the first entry point of our escalation process. 

What you will be doing:

  • Troubleshooting advanced technical issues
  • Acting as a resource for peers related to a specific product, process, or technology
  • Help conduct training and technical coaching
  • Suggest and maintain Knowledge Base articles
  • Act as mentors and shadow new hires in their specific product/process/technology area(s)
  • Participate in release testing and document new features/enhancements
  • Required to support the following ISS Specialist Huntgroups:
  1. ISS Specialist Securisync
  2. ISS Specialist Exchange
  3. ISS Specialist CloudServer
  4. ISS ATD Exchange Specialist

What you will bring to the role: 

  • Associates Degree, BS in Computer Science preferred
  • Must be in current Intermedia role for one year
  • Advanced knowledge of Business Applications Hosted Services and core products
  • Work and own issues from frontline engineers
  • Quickly and accurately assess the impact of product issues and escalate accordingly
  • Ability to clearly articulate technical solutions verbally and in writing
  • Resolve support escalations or provide well-defined alternatives
  • Able to understand business needs and apply technical solutions
  • Ability to work with cross functional teams and engage others in the problem solving process, when necessary 
  • Product guidance to frontline engineers
  • Provide detailed breakdown of a problem
  • Ability to follow process, procedure, and escalate issues with detailed notes
  • Must have excellent customer service skills
  • Good interpersonal skills with focus on rapport-building, listening, and troubleshooting skills

Bonus Skills:

  • Advanced knowledge of SecuriSync
  • Advanced knowledge of all Business Applications services; Mail Flow, Email Protection, AppID, Skype for Business, Office Apps, Office 365, Sharepoint, UserPilot, and other mail integrated services
  • In-depth knowledge of DNS
  • Office 365 Exam 70-346 is required but not needed at time of hire date

 

 

Diversity, Inclusion, and Equal Opportunity

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

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