Technical Support Advisor - Spanish Speaking

JSI Overview
Founded in 1979, JSI is a privately held company headquartered in Ottawa, Canada, with offices in Washington, DC; Frankfurt; and Sydney. With customers in more than 30 countries across six continents, JSI’s software expands awareness, surfaces patterns, and simplifies data complexity to support mission‑critical operations. Known for innovation—from setting early standards in lawful digital intelligence to today’s multi‑source investigative environments—JSI has been protecting what matters for over 40 years.

JSI USA is pleased to announce that we are currently recruiting for the position of TechnicalSupport Advisor. This isamissioncritical position which is in direct contact with our world-wide customer base. We offer a relaxed, casual environment where you will enjoy a personal team atmosphere in which open communicationsand design discussions are encouraged. Ourrewardingandstimulatingenvironmenthaveresultedinanoutstandingemployee retention rate, well above the industry standard.

PRIMARY DUTIES

• Deliverserviceandsupporttocustomerend-usersusingviacalldistribution phone, remote connection and/or over the Internet.
• Interactwithcustomerstoprovideandprocessinformationinresponseto inquiries, concerns, and requests about products and services.
• Diagnoseandresolvetechnicalhardwareandsoftwareissuesinvolvingawide array of technologies
• FollowStandardOperatingProcedurestoresolvecustomerissues,bothasfirst call resolutions and by working with other JSI groups when necessary.
• EscalateissueswhichcannotberesolvedtomanagementandtootherJSI groups.
• Enterissuesandfixesintotheticketmonitoringsystem.
• Workissuesand servicerequestsasassigned.
• Maintaincontactwithcustomersasneeded.
• Staycurrentwithsystem information,changesandupdates.
• AbilitytotravelCONUSandOCONUSupto30%ofthe time

ESSENTIAL REQUIREMENTS

• Possess a positive customer-centric attitude.
• Professional Spanish language proficiency.  
• Possess2-5years ofexperiencewithatleastthreeofthefollowingskillsets (listed in order of preference)
  • VMWare
  • MicrosoftServer2019+
  • Linux
  • Active Directory
  • Powershell
  • Kubernetes
  • MSSQL
  • CiscoASA
  • Layer3switches(Dell,Cisco, HP)
  • DELL SAN
  • DELLServerHardware[TandRSeries]
• NetworkAdministration;
  • TCP
  • LAN
  • WAN
  • Subnetting
• Properphoneandemail etiquette.
• Abilitytospeakandwriteclearlyandaccurately.
• Effectivelistening skills.
• Abilitytofollowprovided procedures.
• Knowledgeofrelevantsoftwarecomputerapplicationsandequipment.
• Knowledgeofcustomerserviceprinciplesandpractices.
• SolidTroubleshootingexperienceandfundamentals.
• Abilitytoworkindependentlyorwitha group.
• Workon-callsupportonarotation orasassigned.
• Workina24/7environmentandwillingtoworkcriticalissuesuntilresolved. which could be outside your normal hours.       
• Abilitytomultitaskandstayorganized.
• Secret clearance required.
• MustbeabletoobtainandmaintainaTop-SecretSecurityclearance

PREFERRED SKILLS 

• BachelorofScienceinComputerInformationSystems,Computer Science ora similar discipline
• CurrentIndustryCertifications(suchas):
  • MCSEServerInfrastructure 2019+
  • Linux
  • VMWare
  • CISCO
  • A+
  • Networking+
  • Security+

WORK CONDITIONS

• Hybrid (Onsite & Remote)

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