Support & Infrastructure Specialist

Department(s): Infrastructure

Reports to: Chief Infrastructure Officer

Job Summary:

Responsible for delivering exceptional service and support to every customer, every time, which includes our internal teams and external clients by performing the following duties.

Summary of essential job functions

  • Deliver “Helpdesk” technical support services to end-users using varied formats, remote connection, over the Internet, in person and on the phone.

  • Support Hosted Applications in a Remote Desktop Virtual Server environment.

  • Install proprietary Grasp software (Secure Connect)

  • Setup SFTP flat file data feeds

  • Participate in the execution of large-scale projects; internal and external.

  • Effectively manage all administrative tasks; time tracking per project, communication of status/completion and timely responses.

  • Ensure compliance with development standards and reporting best practice protocols at all times.

Minimum requirements

  • Proficiency with Microsoft Remote Desktop

  • Proficiency with Supporting Hosted Applications

  • Proficiency with Microsoft Active Directory

  • Proficiency with Microsoft Azure

  • Proficiency with Microsoft 365

  • Proficiency with Windows 10, 11 Server 2012, 2016 & 2019

  • Experience with SQL Server and SQL Server Management Studio

  • Experience with Microsoft Hypervisor and Failover Cluster Manager

  • Experience with PCI and SOC 2 Compliance

  • Experience with Encryption (PGP, TLS, SSL)

  • Familiarity with Travel Applications (Trams, Travcom, Globalware, Sabre, Worldspan, Amadeus)

  • 5 + years’ experience providing technical support in a helpdesk environment.

  • Must possess a strong Computer Science/Engineering or Information Systems Management background with a broad knowledge of IT technologies and operations. 

  • Knowledge of “relevant” software computer applications and equipment; Windows Operations, MS Office applications, Windows Server, Active Directory, Group Policy, Remote Desktop Server

  • Must have exceptional communication skills, with abilities to hold conversations with everyone from seasoned, high level technicians to inexperienced, non-technical types.  This includes understanding not only how to communicate in many formats, email, phone, chat, etc., but also the capability to actively listen and to diffuse emotional intensity.

  • Loves learning something new every day, especially new technologies.

  • Must be able to manage broad spectrum of environments, and maintain strong client rapport.

  • Ability to speak and write clearly and accurately; Demonstrated proficiency in typing and grammar.

  • Willingness to co-operate with others and work to the greater good / Ability to effectively work independently and within a strong team dynamic.

  • Must have a strong desire to thoroughly plan your work and diligently work your plan.

Qualifications: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Language Ability: 

Ability to analyze and interpret technical procedures and processes. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients and customers. 

Math Ability: 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. 

Reasoning Ability: 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 

Computer Skills: 

To perform this job successfully, an individual should have knowledge of word processing software, spreadsheet software, project management software, and database software. 

Education/Experience: 

Bachelor's degree (B.A./B.S.) from four-year college or university preferred. 3-5 years related experience and/or training; or equivalent combination of education and experience. 

Specialized Training: 

At least three to five years’ travel technology and industry experience preferably on a global scale 

Knowledge, Skills and Other Abilities: 

  • Ability to uncover the client’s needs and tie to Grasp products and services

  • Strong relationship building skills, that include global awareness, both globally and  culturally, can influence and assist them in vital decision making, and builds strong connections with all levels, from the chief executive officer to the front lines

  • Builds strong relationships internally across all departments, including virtual,  ensuring a cross functional approach to client, and project management

  • Trained in meeting facilitation, and outstanding communication, presentation, and  facilitation skills 

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands, and talk or hear. The employee is occasionally required to reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, ability to adjust focus, and ability to see color. 

Work Environment: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability and willingness to work outside of normal business hours in order to accommodate clients in different time zones.

The noise level in the work environment is usually moderate. 

Grasp Technologies Standards

  • We are Genuine

  • We are Relentless

  • We are Audacious

  • We are Scrappy

  • We are Passionate

  • We act with Integrity

  • We are Talented

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Pay Range

$60,000. - $75,000.

Commensurate with experience

Full Time Employment

Last revised

2.22.2023

How to apply:

Please submit a resume and cover letter to jobs@grasptech.com.  We look forward to speaking with you!