This position reports to Technical Services Team Lead, providing quality IT installation and support services to NISC customers nationwide. This position collaborates closely with all NISC departments in North Dakota, Missouri, Wisconsin, and Iowa.
This position is responsible for installing and supporting NISC customer systems and IT-related applications in a Linux/Java/Oracle/Progress environment. This includes the iVUE Administration and SysAdmin applications, as well as ancillary products such as E-bill, Document Imaging, Microsoft Windows desktop operating systems and Microsoft Windows Server networks. Perform system and software installations, configurations, upgrade tasks, hardware troubleshooting and performance analysis for NISC customers. Assist other NISC departments with technical-related customer needs. Up to fifty percent travel to our customer’s sites is required.
Provide implementation services for NISC customer systems and IT-related application.
Provides staging, installation, configuration, and user training for customer equipment and applications; onsite or remotely.
Perform hardware replacements in production environments.
Perform operating system and firmware upgrades.
Perform installations of Veeam backup and replication software
Mastery of Domain Controller installations at small to medium sized customer sites across all industries (less than 25,000 accounts/10,000 subscribers).
Mastery of iVUE Server Installations and Replacements at small to medium sized customer sites across all industries (less than 25,000 accounts/10,000 subscribers).
Mastery of Web Proxy Server (E-bill) Installations and Replacements at all customer sites.
Prepares, monitors, updates, and communicates the Software Implementations lifecycle (SILC) for all installations.
Trains customers on all system management tools that are distributed with NISC customer systems.
Coordinate and maintain project schedules for hardware implementations.
Provide superior customer support to internal and external customers for NISC customer systems and IT-related applications.
Provide customer phone support as part of an on-call, after-hours rotation on evenings and weekends.
Provide customer support for all support items assigned to the Tech Call Center via iVUE Support, customer monitoring dashboard, NISC Community requests, and direct e-mail.
Document customer issues in NISC’s contact tracking (iVUE Support) system.
Performs research of problems, resolves issues for customers, and recommends changes or enhancements as directed.
Provide problem resolution to Intel based hardware issues.
Provide problem resolution to Linux operating system issues.
Provide problem resolution to Windows operating system and PC operating system issues.
Provide problem resolution to VMware configuration and performance issues
Provide problem resolution to customer application issues and answer questions and provides resolution in areas such as backups, restores, error messages, printers, security, system integration, and iVUE applications.
Emphasis on projects that reduce support for NISC customers and NISC’s Technical Services Install and Support teams.
Will be required to travel to customer sites as often as necessary to meet the business objectives.
Other duties as assigned.
Knowledge, Skills, and Abilities Preferred:
Generally requires 3-5 years experience in Linux and Windows servers or similar experience.
Excellent knowledge in the setup and support of Linux operating systems.
Excellent knowledge in the setup and support of Intel based hardware.
Excellent knowledge in configuration and support of VMware and Microsoft Hyper-V technology.
Excellent knowledge in the setup and support of Microsoft Windows Server operating systems and Terminal Server.
Excellent knowledge in the setup and support of Microsoft Windows desktop operating systems and software.
Working knowledge with the setup and support of TCP/IP networks.
Working knowledge of Virtual Private Networks (VPN), firewalls, and network security.
Basic knowledge of Project Management processes and theory.
Basic knowledge of Service Level Management (SLM) best practices.
Basic knowledge of Cloud technologies.
Basic knowledge of Utility and Telecom industries.
Strong customer orientation.
Strong problem solving skills and attention to detail.
Strong verbal and written, interpersonal, and communication skills.
Ability to work independently, as well as in a team environment.
Ability to effectively adapt to change.
Ability to organize and prioritize.
Ability to interact in a positive manner with internal and external contacts.
Ability to maintain the highest level of professionalism, ethical behavior, and confidentiality.
Ability to travel as often as necessary to meet the goals and objectives of the position.
Commitment to NISC's Statement of Shared Values.
NISC’s Shared Values & Competencies:
Integrity – We are committed to doing the right thing – always.
Relationships – We are committed to building and preserving lasting relationships.
Innovation – We promote the spirit of creativity and champion new ideas.
Teamwork – We exemplify the cooperative spirit by working together.
Empowerment – We believe individuals have the power to make a difference.
Personal Development – We believe the free exchange of knowledge and information is absolutely necessary to the success of each individual and the organization.
Bachelor’s Degree in a technical/business-related field or equivalent experience.
Minimum Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this position, employees must be able to see and communicate. Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.
Management may modify this job description by assigning or reassigning duties and responsibilities at any time.
More About NISC:
National Information Solutions Cooperative (NISC) is an information technology company that develops and supports software and hardware solutions for our Member/Owners who are primarily utility and telecommunications cooperatives and companies across the nation. NISC is an industry leader providing advanced, integrated IT solutions for consumer and subscriber billing, accounting, engineering and operations, as well as many other leading-edge IT solutions. NISC is ranked in ComputerWorld’s Best Places to Work survey for fifteen consecutive years and we are looking for qualified individuals to join our Team.
About National Information Solutions Cooperative
National Information Solutions Cooperative (NISC) is an information technology company that develops and supports software and hardware solutions for our Member-Owners who are primarily utility cooperatives and telecommunications companies across the nation. NISC is an industry leader providing advanced, integrated IT solutions for consumer and subscriber billing, accounting, engineering & operations, as well as many other leading-edge IT solutions.
At NISC, our focus is service excellence and innovative information technology solutions that enable our Member-Owners to excel in customer service, maximize diversification opportunities, and compete effectively in the changing utility and telecommunications industries..
Today, more than 20 million consumers in all 50 states, American Samoa, Palau, and Canada receive utility or telecommunications services from companies utilizing our advanced information technology systems. As a cooperative, NISC is owned by the users of our systems, our Member-Owners, providing an unparalleled working relationship and inside understanding on industry operations, changes and requirements. Our full complement of software and hardware solutions are... highlighted by innovations such as:
Internet bill payment and presentation
Graphical and mobile mapping systems
Activity costing systems
Energy deregulated billing
Telecommunications switch provisioning and many others
NISC and its subsidiaries employ more than 1,200 individuals in four cities (Lake Saint Louis, Mo., Mandan, N.D., Shawano, Wis. and Cedar Rapids, Iowa). Our staff represents a blend of seasoned professionals with in-depth knowledge of the telecommunications, energy and other utility industries along with talented technical engineers skilled in the most effective software development and delivery techniques. We are dedicated to providing quality service to our Members/Customers through unlimited phone support, online user documentation and knowledge bases, hands-on learning opportunities and site visits.