CAREERS

HOW DO WE HIRE GREAT PEOPLE?

We believe in matching the right people for the right role. Once you’ve applied for a position, we will review your resume and application.  As part of our selection, onboarding and development process, we use tools to help us better match candidates with our roles.         

COMPANY CULTURE

We believe that you should enjoy work and like your coworkers. We make every opportunity to break-bread together, Chick-Fil-A Fridays, Family outings and maybe even Beer-thirty (on occasion). We work hard but play harder! If you fit the description we’re looking for, then you’ll find a place that you can embrace your personality and thrive in an environment that understands work/life balance. We understand that people that enjoy their workplace produce greater results.

We believe in investing in our employees.

  • Training

  • Competitive pay

  • Phone allowance

  • Generous PTO

  • 401(k) with company match

  • Health & Wellness Benefits including medical, dental, and vision

  • Beer O’Clock

WE HAVE TWO AVAILABLE POSITIONS. PLEASE SCROLL TO SEE BOTH AVAILABILITIES.


HELP DESK TECHNICIAN

Level 1 

Location: Dothan, Alabama
Travel: Occasional Regional Travel
Telecommute: No
Type: Full Time, Permanent
Hours of operation: M-F 7:30am – 5:30pm. After hours on call support on occasion.

Posting Date: February 6, 2019

 

JOB FUNCTIONS

  • Deliver prompt, courteous and efficient customer service in person, over the phone, via email or chat.

  • Respond to in person, phone, and email requests from clients courteously.

  • Accurately document support requests as they arrive within the ticketing system. Properly categorize the requests.

  • Coordinate with third parties on repairs as needed.

  • Warranty hardware repairs with vendors.

  • ISP’s for communications issues.

  • Update customer documentation.

  • Escalate issues promptly.

  • Other duties as you acquire necessary experience.

 

SKILLS

  • Excellent customer service skills, in person and over the phone.

  • Some familiarity or training with some or all of the following:

  • Current and recent Windows Desktop and Server operating systems.

  • Local and network printing.

  • Local area networks.

  • Some experience with MAC OS, smart phones, and tablet pc’s

  • Ability to learn new applications, systems and requirements.

  • Ability to deal with frustrated clients on occasion.

  • MS Office suite experience, including Outlook and Visio.

 

Job Requirements

  • Excellent Customer Service, communications skills via phone, email and in person.

  • Be on time and ready to work.

  • Maintain and update documentation of issues, applications and systems as these occur.

  • Maintain regular, timely contact with customers, ISP’s and vendors in support of customers and their systems.

  • Become an immediate contributor to the team and our customers.

  • Respect customer and colleague time:

  • Make call backs to customers on schedule.

  • Track activities accurately within our systems.

  • Provide and ask for assistance as needed.

  • Respond promptly to alerts and follow procedures in support of customers.

  • Follow up on issues with third party vendors.

  • Perform other tasks as assigned.

  • Ability to lift 50 lbs.

 

Specific experience

  • Performed technical support in a business environment for at least 6 months.

  • MS Office and operating systems usage and general troubleshooting and support.

  • Familiarity with networked equipment such as printers, switches, WAP’s, firewalls, routers and the like.

  • Call center experience a plus.

  • Medical office support, EHR/EMR application experience a big plus.

 

This is a fast paced position where the ideal candidate will quickly learn and apply newly acquired skills. 

Realtime is the premier Managed Services Provider in the Southeastern US.  We provide Information Technology Management, Service Desk Support, Strategic Direction, Audit and Compliance support under contract and on a consultative basis for SMB’s anywhere in the country, with a focus in Southern Alabama and the Panhandle of Florida. We currently have customers operating in twelve states. 

Additional Information:

Candidate must pass background, credit checks and drug tests. Possess and maintain a valid driver’s license and provide proof of insurance upon request.

Application process

Email Word/pdf format cover letter and resume to: HR@realtime-it.com
Please include verifiable professional and personal references.


HELP DESK TECHNICIAN

Level 2 

Location: Dothan, Alabama
Travel: Occasional Regional Travel
Telecommute: No
Type: Full Time, Permanent
Hours of operation: M-F 7:30am – 5:30pm. After hours on call support on occasion.

Posting Date: February 6, 2019

 

JOB FUNCTIONS

·      Answer support requests that come in via phone calls, emails and the help desk system.

·      Perform level 1 and 2 resolutions in support of customer networked environments. Examples include desktops, servers, client/server and web based applications, and common peripherals such as smart phones, printers, and scanners.

·      Perform system administration tasks, adds/changes/moves of user and computer accounts, directory permissions adjustments.

·      Accurately and promptly document issues and requests from customers at the time of ticket submission and during the course of support activities.

·      Work effectively alone and with the team.

·      Respond to scheduled client issues promptly.

·      Perform issue and problem resolution remotely, on site, or by providing clear instructions to end users as needed.

·      Collaborate with colleagues and other resources in support of complex issues.

·      Manage and update various client/server applications, escalate to vendor support as necessary.

·      Coordinate warranty hardware repairs with vendors.

·      Install and upgrade desktop and server related software and hardware.

·      Contribute to a growing team.

·      Participate in after hours on call rotation.

 

SKILLS

·      Windows 7 and Windows 8, and 10 experience.

·      Windows Server 2003, 2008, 2012R2.

·      MS Exchange Server, 2003 – 2016.

·      Office 365.

·      Network Administration, Active Directory and domain account management.

·      Local and network printing.

·      Remote support of servers and workstations.

·      Support of various enterprise client/server applications.

·      Thin clients, Remote Desktop, Remote access.

·      Working with Help desk, asset management and remote monitoring applications.

·      Enterprise communications applications such as BES and Active Sync.

·      Experience with iPhones, iPads, Android, Blackberry’s and BES, MS Active Sync, Outlook Web Access and Mobile VPN.

·      Professional, personable, presentable, flexible.

·      MS Office suite experience, including Outlook and Visio.

 

Job Requirements

·      At least 2 years’ experience supporting and implementing networked computer systems in a business environment.

·      Excellent Customer Service focus, communications skills via phone, email and in person.

·      Ability to work alone and in a team environment.

·      Excellent analytical and troubleshooting skills.

·      Ability to deal with frustrated callers on occasion.

·      Demonstrated ability to quickly learn new applications, systems and requirements.

·      Understanding of call flow process, call handling, call priorities and service level agreements.

·      Maintain and update documentation of issues, applications and systems as these occur.

·      Knowledge of Windows based server and desktop operating systems.

·      Maintain regular, timely contact with customers, ISP’s and vendors in support of customers and their systems.

·      Knowledge and practical experience in the use and application of popular personal computer software packages such Microsoft Office, Account applications such as QuickBooks and Peachtree, financial services applications, and various communications packages.

·      Ability to understand customer needs and to initiate and implement strategies to address them as well as communicate the technical information effectively and politely to non technicians.

·      The desire to become an immediate contributor to our customers’ success.

·      Must be able to lift 40 lbs.

·      Valid driver’s license.

·      One or more technical certifications such as A+, MCP, MCSE, MCSA, CCNA and the like.

·      Firewall, Router and VMWare experience are a plus as is experience utilizing various MSP management tools, such as ConnectWise, Tigerpaw, Autotask, Kaseya, N-Able, SolarWinds, WUG and the like.

 

Compensation: Competitive, pay rate depends upon relevant experience.

This is a fast paced position where the ideal candidate will quickly learn and apply newly acquired skills. 

Realtime is the premier Managed Services Provider in the Southeastern US.  We provide Information Technology Management, Service Desk Support, Strategic Direction, Audit and Compliance support under contract and on a consultative basis for SMB’s anywhere in the country, with a focus in Southern Alabama and the Panhandle of Florida. We currently have customers operating in twelve states. 

Additional Information:

Candidate must pass background, credit checks and drug tests. Possess and maintain a valid driver’s license and provide proof of insurance upon request.

Application process

Email Word/pdf format cover letter and resume to: HR@realtime-it.com
Please include verifiable professional and personal references.