Managed Services Technician

Company Description

Teleflora provides innovative marketing, education, and technology to make sure our member florists get the resources they need to thrive, creating beautiful bouquets with keepsake vases delivered to your door. We’ve been a part of The Wonderful Company family since 1979, and with a nationwide network of florists, we’ve become the world’s largest flower delivery service. With more than 10,000 member florists in North America, we lead the industry by working directly with our florists to hand-arrange and hand deliver every bouquet!

This is an exciting opportunity for those with prior help desk experience and excellent technical skills to become part of Teleflora's Managed Services team. Team members provide exceptional service and remote technical support for our Teleflora Point-of-Sale florists.

You'll work from home (voluntary) with one day per month working in the Paragould, Arkansas office.

Job Description

Provide Superior Customer Service:

• Place and receive phone calls with remote Teleflora member florists
• Have a customer focused attitude
• Excellent multi-tasking and time management skills

Provide Remote Networking Support:

• Troubleshoot ISP outages, work with ISPs on behalf of our customers
• Install and troubleshoot Internet VPN connections for small to enterprise level customers
• Install and troubleshoot Cisco Meraki Firewall Configurations
• Troubleshoot and resolve network connectivity issues within a SOHO environment

Provide Remote PC Hardware and Operating System Support:

• Troubleshot server and workstation hardware and OS issues
• Windows 10 and 11
• Red Hat Enterprise Linux 8

Printers:

• Install and troubleshoot Networked Printers within a Windows (Workgroup) Environment
• Install and troubleshoot windows “Shared Printer.”
• Install and troubleshoot printers in a Linux environment

Backups:

• Work with customers to identify and resolve any data backup related issues
• Work with customers to remotely re-image Windows PCs while retaining data
• Troubleshoot local and cloud backups on Windows and Linux servers

Security:

• Virus/Malware identification and cleanup
• A basic understanding of computer and network security essentials

Vendor Escalations:

• Capable of escalating calls to hardware vendors as necessary
• Work with Vendors to escalate Hardware Warranty issues as needed

Additional Responsibilities:

• Accurately log calls into the Call / Problem Tracking system
• Reliable and predictable attendance during weekdays
• Able to escalate issues to supervisor or development representatives as needed
• Additional duties as assigned

Qualifications

Education; High School diploma or equivalent; Information Technology related degree helpful

• A+ and/or Net+ Certifications, or equivalent experience
• Prior experience with Dell support a plus
• Basic working knowledge of Linux

Physical and Mental Requirements:

• Strong interpersonal skills are a must along with the ability to interact positively and effectively in a team setting
• Must display a strong desire to achieve and maintain high levels of both internal and external customer satisfaction
• Must display both strong decision-making and problem-solving skills
• Must be a self-starter, displaying high levels of initiative, motivation, and the ability to effectively manage time
• Overtime work may be required

Working Conditions:

• Work schedule will include rotating Saturday’s
• Work is performed in an inside office environment
• Vacation “blackout” periods apply during defined retail holidays

Additional Information

• Thriving Wellness Community: Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including: 
  • 24/7 online physician consultations 
  • virtual mental health resources 
  • life coaching 
  • engaging employee community groups 
  • cash rewards for healthy habits and fitness reimbursements 
  • library of on-demand fitness videos 
• Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units. 
• Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development d