Technical Support Advisor

JSI Overview
Founded in 1979, JSI is a privately held company headquartered in Ottawa, Canada, with offices in Washington, DC; Frankfurt; and Sydney. With customers in more than 30 countries across six continents, JSI’s software expands awareness, surfaces patterns, and simplifies data complexity to support mission‑critical operations. Known for innovation—from setting early standards in lawful digital intelligence to today’s multi‑source investigative environments—JSI has been protecting what matters for over 40 years.

JSI USA is pleased to announce that we are currently recruiting for the position of Technical Support Advisor. This is a mission critical position which is in direct contact with our world-wide customer base. We offer a relaxed, casual environment where you will enjoy a personal team atmosphere in which open communications and design discussions are encouraged. Our rewarding and stimulating environment have resulted in an outstanding employee retention rate, well above the industry standard.

PRIMARY DUTIES

• Deliver service and support to customer end-users using via call distribution phone, remote connection and/or over the Internet.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Diagnose and resolve technical hardware and software issues involving a wide array of technologies
• Follow Standard Operating Procedures to resolve customer issues, both as first call resolutions and by working with other JSI groups when necessary.
• Escalate issues which cannot be resolved to management and to other JSI groups.
• Enter issues and fixes into the ticket monitoring system.
• Work issues and service requests as assigned.
• Maintain contact with customers as needed.
• Stay current with system information, changes and updates.
• Ability to travel CONUS and OCONUS up to 30% of the time

ESSENTIAL REQUIREMENTS

• Possess a positive customer-centric attitude
• Possess 2-5 years of experience with at least three of the following skillsets (listed in order of preference)
  • VMWare
  • Microsoft Server 2019+
  • Linux
  • Active Directory
  • Powershell
  • Kubernetes
  • MSSQL
  • Cisco ASA
  • Layer 3 switches (Dell, Cisco, HP)
  • DELL SAN
  • DELL Server Hardware [T and R Series]
• Network Administration;
  • TCP
  • LAN
  • WAN
  • Subnetting
• Proper phone and email etiquette.
• Ability to speak and write clearly and accurately.
• Effective listening skills.
• Ability to follow provided procedures.
• Knowledge of relevant software computer applications and equipment.
• Knowledge of customer service principles and practices.
• Solid Troubleshooting experience and fundamentals.
• Ability to work independently or with a group.
• Work on-call support on a rotation or as assigned.
• Work in a 24/7 environment and willing to work critical issues until resolved. which could be outside your normal hours.
• Ability to multitask and stay organized.
• Must be able to obtain and maintain a Top-Secret Security clearance

PREFERRED SKILLS 

• Bilingual Skills
  • Spanish
• Bachelor of Science in Computer Information Systems, Computer Science or a similar discipline
• Current Industry Certifications (such as):
  • MC SE Server Infrastructure 2019+
  • Linux
  • VMWare
  • CISCO
  • A+
  • Networking +
  • Security +

WORK CONDITIONS

• Hybrid (Onsite & Remote)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran.

The anticipated salary range for this position is $95,000 – $160,000 annually. Actual compensation will be determined based on a variety of factors, including, but not limited to, the seniority level (junior, intermediate or senior) at which the position is filled, education, relevant work experience, industry experience, technical skills, certifications, and internal equity.

The posted salary range reflects the Company's good faith estimate at the time of posting and may be modified as business needs or market conditions change. Additional compensation in the form of discretionary bonuses may be available.