Device Support Technician

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Job Type

Full-time

Description

Sharetec is looking for a Device Support Technician - T1 to join our team!

At Sharetec, we believe in a people-first business. Our mission is to make millions of people's lives easier by developing innovative core banking and lending software solutions for credit unions and their members. Our customers rely on us for powerful financial technology, and they count on us to be a caring, trusted partner in their success.

The Role

As a Device Support Technician - Tier 1, you'll provide front-line support to our credit union customers, troubleshooting hardware issues as they relate to the Sharetec system and delivering best-in-class customer service. You'll speak directly with customers while working closely with internal teams across the Sharetec platform to resolve the obstacles credit unions face day to day.

This role goes far beyond password resets. You'll learn and use Linux commands, work with scripting, and resolve system-down issues - building a deep understanding of the customer experience along the way. Client-specific knowledge is built through structured, step-by-step training, along with supportive coaching from peers and management.

Position Details

This is a full-time, exempt position. It is a hybrid role based at our Fort Wayne, Indiana office, with remote work available for eligible employees. Some domestic travel (<5%) may be required, so candidates should be able to fly and rent a car when needed. After a training period, this role participates in an after-hours on-call rotation.

The starting salary range for this position is $50,000 - $55,000 based on experience, plus bonus.

Who Will Love This Job

• Someone who finds more satisfaction in making something better than building something new - and understands why that's harder
• Someone who believes that technology serving people's financial lives is worth doing with real care and precision
• Someone who is energized by a company in motion - where the roadmap is growing and your contributions shape the direction
• An independent problem solver with strong troubleshooting, decision-making, and analytical skills
• Someone who enjoys working collaboratively with internal teams to provide first-in-class service to external customers
• Someone who thrives in a fast-paced environment and likes to stay busy
• Someone who is detail-oriented and precise, communicates technical solutions clearly, and exercises tireless patience

Essential Duties & Responsibilities

• Field incoming phone and email inquiries regarding network, computer, and server-based software and hardware issues, working cases through our CRM system
• Troubleshoot by researching the source of the issue - reading technical documentation, conferring with peers, and running system diagnostics
• Provide remote assistance for installation and configuration of operating systems, software, peripheral devices, and cabling
• Provide technical support for Windows and Linux operating systems, and modify Windows and Linux servers in a virtual environment
• Troubleshoot network-level communication issues, including WAN and LAN connectivity
• Support daily backups and modify custom Bash scripts for automated file transfers to third-party vendors
• Create, copy, disable, or reset user accounts via Windows Active Directory and local Windows/Linux accounts
• Maintain detailed case notes, and keep customers updated with timely, thorough communication through resolution
• Participate in the after-hours on-call rotation once training is complete
• Help create checklists, self-help sheets, FAQs, and training material to support teammates and end users

Qualified Candidates Should Have

Must-Haves

• Previous experience in a similar technical support role
• Basic command-line skills in Linux
• A self-motivated, quick-learning mindset - comfortable working independently and learning hands-on
• Ability to travel domestically when required, including the ability to fly and rent a car

Preferred

• 2+ years in a NOC, help desk, or IT server administration role
• Experience troubleshooting RHEL/CentOS/Ubuntu Linux servers
• Experience with Windows Active Directory
• Experience troubleshooting network issues (routes, VPNs, tunnels) and using remote desktop with peripheral pass-through
• Experience with virtualization platforms (specifically ESXi and VMware)
• Scripting experience (Bash or PowerShell) and familiarity with automation tools such as Ansible
• Associate's degree or higher in Computer Science or Information Systems, or equivalent work experience
• Industry certifications such as A+ or Net+ are a plus, but not required

Why Sharetec

Acquired by Evergreen Financial Technology Group (EFTG) in late 2020, Sharetec is now marching towards rapid growth and expansion into new markets. We are a team of highly focused and dedicated individuals who stop at nothing to achieve success no matter how great or small the challenge. As a core and digital software provider for credit unions, Sharetec empowers clients with modern tools for member services, lending, and an enhanced member experience.

At Sharetec, we believe in taking care of our people, both professionally and personally. Our comprehensive benefits package includes competitive salaries, medical, dental, vision, life, and disability coverage, generous Paid Time Off (PTO), paid holidays (including your birthday off!), a $1,000 employee referral program, and a 401(k) with company matching.

We are a team of bold, powerful, and caring individuals who work closely together, whether in a hybrid setting or fully remote. We stay connected through virtual events, collaborative team experiences, and regular all-hands meetings that keep us aligned and engaged. At Sharetec, you'll find not just great benefits, but incredible people who lift each other up, challenge each other to grow, and make work meaningful and fun every day.

Sharetec is an equal opportunity employer.

Salary Description

$50,000 - $55,000 + bonus