Client Backup Checks: Review and verify the success of scheduled backups across multiple platforms and clients.
Alert Triage: Monitor, review, and troubleshoot automated alerts generated by Acumen’s systems.
Service Ticket Management: Triage and troubleshoot tickets assigned to the team; escalate to higher-tier resources when appropriate.
After-Hours Call Support: Field and respond to incoming after-hours client calls during the second shift, resolving issues within scope or escalating appropriately.
Disaster Recovery Testing: Deploy and document virtual environments in the cloud using client backup solutions.
New Client Onboardings: Assist with onboarding new clients into Acumen’s systems and tools.
Tool Management & Monitoring: Manage and support Acumen’s monitoring, management, and security platforms across clients.
Continuous Improvement: Identify opportunities to improve monitoring coverage using existing tools or new solutions.
Documentation & Time Tracking: Accurately track time and maintain detailed documentation within service tickets.
Client Communication: Provide clear, professional communication to clients during troubleshooting and incident response.
Have fun working
Be serious about mastering technology
Be located in or directly around Nashville, TN or be willing to relocate.

Requirements

We are a hybrid work environment. Applicants should be located in or around the Nashville area for those days that we are in the office
Intermediate understanding of operating systems, business applications, printing systems, and network systems.
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
Ability to multi-task and adapt to changes quickly.
Technical awareness: ability to match resources to technical issues appropriately.
Understanding of support tools, techniques, and how technology is used to provide services.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast moving environment..
Must be able to lift up to 50 pounds and be able to be on your feet for extended periods of time

Benefits

$45,000-52,000 based on experience
Hybrid workplace
100% employer paid health insurance (medical and dental)
Mileage and phone reimbursement
Fun working environment and culture
401k with a maximum 4% match.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

backup solutionsdisaster recovery testingoperating systemsbusiness applicationsnetwork systemsservice ticket managementmonitoring toolstechnical troubleshootingdocumentationtime tracking

Soft Skills

interpersonal skillscommunication skillsactive listeningcustomer caremulti-taskingadaptabilityself-motivationproblem-solvingprofessional communicationteam collaboration