Cortrucent Security Senior IT Administrator/Service Technician Gibbsboro, NJ · Full time

We are seeking a Senior IT Administrator/Service Technician to join our dynamic, fun, growing team. This vital role is central to ensuring client satisfaction and loyalty through delivering top-notch cybersecurity services, consultancy, and support.

Description

Company Overview

Cortrucent Security is a leading Cybersecurity & Information Technology Service Provider dedicated to serving clients across various industries. We are seeking a Senior IT Administrator/Service Technician to join our dynamic, fun, growing team. This vital role is central to ensuring client satisfaction and loyalty through delivering top-notch technology & cybersecurity services, consultancy, and support. We're seeking growth-focused leaders eager to continuously develop their leadership and technical skills within the cybersecurity and information technology sphere. At Cortrucent, we believe in Real Life – Real Work – Real Growth, underpinned by our commitment to Trust, Transparency, and Teamwork.


Company Culture

Our culture is built around five core values that guide our work and interactions:


Our (5) core values are more than just words, they are a way of life with a strong commitment to excellence, dedication, transparency, and a positive work culture.


  1. Deliver More Than is Expected: We strive to exceed expectations in every task, fostering a culture of excellence and overachievement.
  2. No Excuses, Do Whatever It Takes to Get It Done: Emphasizing a problem-solving mindset, we take ownership and face challenges head-on.
  3. Be Passionate and Determined: We value enthusiasm and commitment, encouraging perseverance and a strong drive in our pursuits.
  4. Be Honest and Open with Everyone: Transparency, integrity, and ethical behavior are paramount in all our interactions.
  5. Have Fun: We believe in creating an enjoyable work environment where creativity, productivity, and job satisfaction are enhanced.


These values create a dynamic, effective, and positive workplace, integral to our success and ethos.


Location

Gibbsboro, NJ


Position Type

Full-Time with After-Hours On-Call Rotation and After-Hours project work


Responsibilities


Troubleshooting and Problem Resolution:

Act as the primary point of contact for clients seeking technical assistance.

Escalate unresolved issues to higher support levels with detailed documentation.

Conduct thorough problem investigations and resolutions.

Interface with technical personnel for complex client issues.

Provide Level 1-3 technical support across various industries.

Resolve a range of IT issues, including hardware/software troubleshooting and network management.

Maintain and update support tickets to meet service level targets (SLTs).


Ticket Management:

Log all interactions in the ticketing system.

Prioritize and manage multiple issues simultaneously.

Analyze service request trends to develop improvement strategies.

Escalate tickets when necessary.


Client Communication:

Build and maintain client relationships.

Provide frequent updates on service request status.

Participate in client meetings for feedback and relationship maintenance.

Present IT health and metrics reports to clients.

Communicate effectively with all organizational levels.


Team Collaboration:

Work closely with team members to meet service commitments.

Collaborate on comprehensive IT solutions.

Update management on service issues or complaints.

Participate in pre-sales calls and solutions.


Technical Leadership:

Provide technical guidance and leadership.

Offer end-user instructions for software/hardware issues.

 

Process and Documentation:

Design and maintain service desk process and procedure documentation.

Develop and update a knowledge base for common issues.

Contribute to internal documentation with lessons learned.

Design and maintain onboarding documentation and procedures.


On-Call and After-Hours Support:

Participate in on-call rotation for emergency support and after-hours projects.

 

Proactive Maintenance:

Conduct proactive support and maintenance.

Use tools for monitoring and preventing issues.

Implement monitoring standards.

Meet internal SLT’s such as client patching, EDR compliance, etc.

Conduct basic system checks and updates to prevent the occurrence of common issues.

Use support tools to monitor client systems, networks, and applications for issues and security risks.

Build and implement monitoring standards for clients.

 

Quality Assurance:

Ensure solutions adhere to industry best practices.

Review service desk metrics with management.

 

Skills, Requirements, and Abilities

 

Knowledge and Skills:

Experience support applications, processes, software, infrastructure and equipment.

Strong presentation and client service skills.

Skilled in supporting Microsoft Windows Desktop, Server, Linux and Azure environments.

Proficient in planning and preparing written communications.

Working knowledge of Firewalls

Working knowledge of Wireless networks and Access Points.

Basic network knowledge in line with a Network+ or CCNA.

Understanding of Microsoft 365 & Azure configuration, management, and troubleshooting.

Understanding of DNS, DHCP.

Understanding of Email, DNS, and Endpoint security.

Familiar with Security Awareness Training and best practices.

Additional skills as required by leadership.

 

Abilities:

Ability to multi-task and adapt to changes quickly.

Ability to work effectively in a team and communicate clearly.

Strong service awareness of all organizational key IT services.

Understanding of all support tools, techniques, and the secure use of technology.

Ability to maintain customer context.

Put forth solutions to management team to resolve client challenges and pain points.

Understand sense of urgency for clients.

Take the extra steps, go above and beyond what the customer would expect.

Accomplish things together.

Ability to lift, carry, rack, stack equipment up to 50 pounds and climb 12ft ladders.

 

Schedule and Availability:

Willingness to work occasionally on weekends and holidays based on workload.

Availability of after-hours on-call emergency support.

Reliable transportation.

 

Credentials and Experience:

2-4 years of progressive responsible experience in Information Technology or Cybersecurity or a related field.

Technology industry certifications (e.g., A+, Network+, CompTIA Security+, etc.) is a plus with a commitment to obtaining additional relevant certifications.

 

Personal Qualities:

Trustworthy

Honest and integrity

Self-motivated and accountable

Passionate and ambitious

Dependable and flexible

Professional and articulate

Technically proficient

Relationship builder and friendly

Problem solver

 

Compensation and Benefits

Attractive compensation and benefits

Retirement Savings Plan

Paid Time Off

Paid Training and Certifications