Company Overview

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

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 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 escalations.
• Participate in pre-sales calls and solutions.

Technical Leadership:

• Provide technical guidance and leadership to other members of the team.
• 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.
• Write documentation for end user training.

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:

• Commitment to obtaining additional relevant certifications on a yearly basis.
• 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.
• Proficiency in Windows, macOS, and Linux operating systems.
• 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.
• Participate in on-call rotation for emergency support and after-hours projects.
• 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., ITIL, A+, ISC2 CC, Network+, CompTIA Security+, Azure Fundamentals, etc.).
• Committment to continue to obtain additional 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

Company Culture

Cortrucent’s company culture is grounded in five core values that guide our actions, decisions, and interactions. These values are more than just principles—they define how we work, collaborate, and succeed as a team.

P.R.I.D.E.

P - People First

We prioritize people by considering how our decisions and actions impact others. Acting with empathy and respect, we aim to foster well-being, collaboration, and mutual growth.

R - Results That Exceed Expectations

We are committed to delivering exceptional results that surpass expectations, consistently setting new benchmarks for excellence.

I - Inspire Passion and Determination

We cultivate a culture of enthusiasm, perseverance, and grit, encouraging our team to bring their best to every challenge.

D - Deliver More Than Expected

We strive to over-deliver on our promises, exceeding client expectations through exceptional work and consistent innovation.

E - Entrepreneurial Spirit

We embrace an entrepreneurial mindset, approaching each decision with ownership and accountability. By prioritizing value-driven solutions, we aim to build trust, act proactively, and make a meaningful impact through innovation and initiative.

These core values are the foundation of our dynamic and positive workplace, driving our commitment to excellence and ensuring our collective success.

Compensation and Benefits

• Attractive compensation and benefits including healthcare, dental & vision
• Retirement Plan
• Flexible Time Off and Holidays
• Paid Training and Certifications
• Opportunities for professional development and growth.