Job Description

TIER 2 SUPER SUPPORT ANALYST

JOIN OUR HUI (club)! HI Tech Hui isn’t looking for IT professionals who just get the job done: we hire people who want to make an IMPACT in their company while actively advancing their career.

Our passionate team of A-players have worked for Hawaii’s largest businesses and global Fortune 500 firms. We imagine a world where businesses can focus on making a positive impact on the world we live in, using great technology, supported by great people, that simply works the way it’s supposed to!

And... We're hiring like crazy right now! Local to Oahu, HI, we are looking for smart, forward-thinking problem solvers to join our team, this means plenty of growth potential and opportunities for you, that’s right, YOU!

Why Join Us?

This is not your typical office job.

We’re an energetic, fun, focused, and effective group who thrives on big challenges. We have a strong culture of ohana, imua, and aloha that fosters minds who wish to experience personal and professional growth on another level.

We work hard, so we take our fun seriously. As a team member, not only will you contribute to state of the art and innovative projects and build a professional career, you’ll also enjoy the benefits that turn your job into a passion.

Why Else Should YOU Become HI Tech Hui’s A-Team Member?

• Paid Time Off (PTO)
• Paid medical, vision and dental for qualified employees
• Mileage reimbursement
• Mobile phone reimbursement
• Technical training from the industry’s leading cybersecurity providers
• Personal development training
• Work with a friendly, fun and accessible team; you'll always have someone to help you out, teach you something new or grab lunch with
• Snacks! A hungry worker is an angry worker and we can’t have that. Our office is always stocked with snacks on the shelf and drinks in the fridge.
• Parties! Keep your calendar full with regular social and community events, including pau hana’s, volunteer opportunities, conferences and more

Oh, and one more thing, resumes are cool, but do you know what’s even cooler?!? Cover Letters! Ones that are specially written just for HI Tech Hui to tell us how awesome you are. Hook us up with one of those bad boys, because we love those things!

Even cooler than cover letters? Cover videos :)

If inside you're saying "Hell Yeah!" please continue...

Our Tier 2 Super Support Analyst position will be a key role in the future success of our organization. There are exciting opportunities to truly make a difference in our company and build a team to help drive our vision forward of helping entrepreneurs build successful high-growth businesses that will shape the world.

Ok, now on to the serious stuff...

This is an awesome opportunity for someone who:

• Loves a faster-paced, NO DRAMA workplace where office politics, gossip, and negativity aren’t tolerated.
• Wants a company that truly CARES about its customers and employees.
• Is extremely detail-oriented and appreciates people who take an organized, systematic approach to achieving success.
• Likes to work in a small company where your input, contributions, and ideas will directly impact the company’s growth and success.
• Is a quick, self-motivated learner who wants to work for a company that will invest in your education and training.
• Enjoys having conversations with (and helping) small business owners.
• Loves building relationships with people and providing a true “Wow” experience. Seriously, we take this SERIOUSLY!
• Wants a position that will offer upward earning and career advancement.
• Has a vehicle with current insurance, and a clean driving record that they can use to drive to and from client sites.

The successful team member will provide technical expertise and exceptional customer service. Everyone on the team may engage directly with a client at some point, so we hope that when that does occur, at a minimum, excellence is in mind when communicating and managing any clients’ expectations. Making angry people happy and making people radiate their appreciation for the exceptional service they received. Follow-ups and follow-throughs are required to ensure that we always provide an extraordinary experience for them that leads to great customer feedback! Our reputation is at the forefront of everything, so when our clients win, we win .

Applicants must possess some type of IT degree or certification and have at least 7 years of progressively difficult on-the-job experience in an IT Support or Management role. Don’t have it? Please don’t apply.

Here are some skills you need to be AWESOME at to succeed in this position:

• Customer service/client relations - Making angry people happy and making happy people radiant. Everyone on the team at some point may engage directly with a client, so we hope that when that does occur, at a minimum, excellence is in mind when communicating and managing all clients’ expectations. Follow-ups and follow-throughs are required to ensure that we always provide an extraordinary experience for them that leads to great customer feedback! Our reputation is at the forefront of everything, so when our clients win, we win.
• Time management - Showing up and completing tasks when you say you will
• Firewalls configuration and administration from manufacturers such as Sophos, Palo Alto, Cisco, Fortinet, SonicWALL
• Backup and BCDR Solution configuration and administration
• Anti-Virus, Anti-Malware and Endpoint Protection Solution configuration and administration
• Patch Management Solution configuration and administration
• Password Management Solution configuration and administration
• Security Email Gateway configuration and administration
• User Awareness Training configuration and administration
• Phishing Testing configuration and administration
• Office and Microsoft 365 deployment, migration and administration
• Registering internet domain names
• Administering DNS including A, CNAME, DMARC, DKIM and SPF records
• Network Assessments
• Microsoft Active Directory and IntraID experience
• Group Policy
• Ability to present to departmental managers and senior executives
• IT Management
• Security Policy Development
• Compliance planning and remediation
• Switching and routing including VLAN configuration and static routing
• Desktop OS and applications
• Training and mentoring of junior techs
• TCP/IP Networking
• WIFI configuration and troubleshooting
• Switching configuration to include QoS, VLAN, spanning tree
• Firewall configuration to include ACL's, SSL-DPI, QoS, VPN's

Other highly notable role responsibilities that we have high expectations for this role are:

• Take on escalated technical issues
• Perform high-level technical projects
• On-site resource for Hawaii clients
• Participate in on-call rotation
• MSP sales engineering
• Perform SME duties as assigned
• Perform Technical Account Manager duties as assigned
• Participate in company and departmental meetings

Again, please apply ONLY if you have at least seven years of experience in an IT Support or Management Role. And please don’t exaggerate your skills on your resume...it’s a character thing and we WILL find out.

Sound like you? Please send your cover letter and resume

Job Type: Full-time

Job Type: Full-time, in-office, hybrid, and at client sites as required

Salary Range: $50,000.00 - $90,000.00 per year depending on relevant experience, qualifications, and skills. Please list and highlight your existing, and current certifications.

Benefits:

• 401(k) matching
• Dental Insurance
• Health insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8-hour shift

Application Question(s):

• Do you have readily available access to a reliable vehicle that you can use to visit client offices and a clean driving record?
• Candidates should be local to Oahu, HI and able to reliably commute to the office and to client sites as required (we do not cover any relocation costs). Are you located on Oahu?

Experience:

• IT support: 7 years (Required)
• Windows: 5 years (Required)

Location:

• Honolulu, HI (Required)
• We do not cover relocation, so you must already be local to Oahu and able to come in person to meet with our leadership team.

Ability to Commute:

• Honolulu, HI (Required)
• Again, we DO NOT cover relocation costs, therefore, it is essential for all candidates to already be local and on island and available to come into the office to meet the team for an interview!

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