Diverse Computing is hiring a
Technical Support Representative, Remote - United States

Summary

Diverse Computing, Inc. is seeking a Technical Support Representative to join their technical support team. This full-time position involves supporting software solutions, assisting with enterprise level networking equipment, and performing quality assurance testing. The ideal candidate should have a Bachelor's degree in IT or related field, at least 1-2 years of technical support experience (preferred but not required), and a strong understanding of computers, information technology, database management, and software development concepts.

Requirements

• Have a minimum of 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 a general understanding of the SDLC from conception to delivery
• Have some experience with enterprise level networking equipment (ie Cisco) either through schooling or actual hands on experience
• Have an outstanding command of the English language, both written and verbal, along with non-verbal communication and interpersonal skills
• Be 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: CT, FL, GA, IL, KS, KY, MA, MO, NC, NJ, NY, SC, SD, TN, TX, UT, VA
• Be able to confidently pass rigorous fingerprint-based state and federal background screenings, as required by the nationwide agencies we work with (mandatory)

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

Preferred Qualifications

• Have at least 1-2 years of experience with providing some level of technical support
• Have an interest in continual learning about new technologies and how those can be adapted into networking and security
• Have some ASA experience with updating configurations and keeping them up to date
• 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

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 retirement contributions; no vesting schedule
• 15 days (3 workweeks) of annually earned PTO; front-loaded for immediate availability
• 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
• Last, but not least, loving your job! An award-winning company culture that’s welcoming, fun, collaborative, and supportive