hammerjack

Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses Worldwide!

Are you ready to be part of a professional community that's powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further - hammerjack has the perfect opportunity for you!


Role: Senior/System Administrator
Location: Hybrid - 2x a week onsite | Night shift (US Time)


About Us:
At hammerjack, we're not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale.

Our Impact:
Over the years, we've built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people-first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time.


JOB OVERVIEW

We are seeking an experienced and highly motivated Senior IT Support Specialist to join our dynamic support team. In this client-facing role, you will be responsible for delivering exceptional technical support and mentorship while driving high service standards across all touchpoints. You will act as a key escalation point for complex issues and provide leadership in a fast-paced, customer-centric environment.

This position requires a strong technical foundation, excellent communication skills, and a passion for creating memorable customer experiences. You will be expected to perform high-level troubleshooting, guide junior team members, and contribute to strategic planning and implementation of IT solutions. A strong ability to manage tasks, prioritize effectively, and maintain professionalism under pressure is essential.

If you thrive in a collaborative setting and are committed to continuous improvement, problem-solving, and exceeding client expectations this is the opportunity for you.

DUTIES AND RESPONSIBILITIES

  • Creating unforgettable customer experiences every day
  • Quickly and professionally address customer issues
  • Provide front-line technical support for Customer Information Technology systems
  • Document steps to remediation of issues in a detailed and professional manner
  • Work with support team and management to ensure issues are processed quickly and effectively for the highest support levels
  • Provide friendly and positive support for clients over the phone and in-person that exudes personal touch and professionalism
  • Ensure incidents and tickets are filled out according to company standards
  • Required to participate in an after-hours and on-call rotation to provide support to emergency client issues
  • When applicable, time must be entered accurately to ensure the best service standards for our clients
  • Perform complex repairs to software or peripheral equipment configurations, following design or installation specifications
  • Minor training of users in the proper use of hardware or software
  • Answers user inquiries regarding computer software or hardware operation to resolve problems
  • Setup user accounts and configure email access through multiple applications
  • Refer major hardware or software problems or defective products to vendors or technicians for service
  • Act as an escalation point for complex issues for peers
  • Provide mentorship and leadership for team members
  • Delegate tickets and tasks for the team as needed
  • Provide high-level oversight to ticket boards to aid in delivery of SLAs and high-service standard

QUALIFICATIONS

  • Bachelor's degree and/or four plus years related experience
  • Microsoft/Net+/A+ Certification or equivalent experience
  • 4 years' experience in customer service or support center systems
  • Small Business consulting or technical service delivery is a plus
  • Must be able to logically plan - provide structured outlines and plans for the implementation or changing of client networks or workflows. This information should be well documented
  • Understand when to escalate issues. Knowing when to handoff a problem to more qualified team members is critical.
  • Ability to train and mentor others
  • Keen ability to problem solves
  • Ability to logically plan
  • Strong oral and written communication
  • Continual desire to learn, absorb, and apply new information and skills
  • Extraordinary focus on customer service
  • Innate ability to multi-task and stay organized
  • Exhibit a professional demeanor and strong interpersonal skills
  • Ability to interact in a variety of situations including customer service, orientations, training and networking
  • All positions require the successful completion of a criminal background check, and further background checks if the position involves access to sensitive information or secure facilities.

  • Must be proficient at an expert level in most of the following skills: 
    • Client/Server application interaction
    • Basic web systems
    • Office 365 and Azure
    • Microsoft Server Operating Systems
    • Windows Operating Systems
    • Terminal Services/WVD
    • Firewalls - Including but not limited to Meraki, Cisco, and FortiGate
    • Routers and Switches
    • Active Directory - GPOs, Policies, Sites, Users, Groups and Security
    • Anti-Virus Software
    • MS Office (Word/Excel/PowerPoint), Outloo
    • Internet Explorer and Web Based add-ons (ActiveX, Java client)
    • TCP/IP Connectivity
    • DHCP
    • DNS
  • Must be proficient at an advanced level in most of the following skills: 
    • Enterprise onsite and offsite backup solutions
    • Virtualization Software such as VMware
    • SAN and Network Storage Solutions
    • VPN hardware and software
    • Microsoft Visio
    • ConnectWise

What's in It for You:

  • Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance!
  • Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
  • Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
  • Dynamic Open Spaces: Conducive for productivity and creativity.
  • State-of-the-Art Security: Ensuring your safety and peace of mind.
  • Game Rooms: Take a break and unwind with our recreational facilities.
  • Competitive Compensation: Your talents deserve to be rewarded! We help you negotiate with our clients.
  • Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
  • A Supportive Community: Join a diverse and inclusive team that's dedicated to your success.
  • Global Impact: Be part of something bigger and make a difference on a global scale.

Ready to Make a Difference?

If you're ready to join a dynamic team and be part of something truly special, we want to hear from you! Apply directly on this job ad, and let's forge a brighter future together!

hammerjack is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.


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