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San Diego, California - USD Full Time Posted: Thursday, 8 November 2018
AbacusNext? located in San Diego, CA is Looking for Abacus Private Cloud (APC) Tier 2 Support Technicians Must have a strong technical background and experience.

This position is based out of our corporate office in San Diego and cannot be worked remotely.


AbacusNext? helps businesses with stringent security and compliance needs grow by providing Compliance-Ready turnkey technology solutions, allowing our clients to leverage the power of cloud computing without the added challenges and expenses of managing complex IT infrastructures on their own.

What does that all mean? Think about the average SMBs IT environmentits a messy spaghetti of vendors, suppliers, and consultants, all with their own agenda, technology and support. We simplify that complexity with a single solution, taking full ownership of the clients technology outcomes so they can focus on their business.

We are a 35 year old organization with offices in California, Utah, Virginia, Toronto and Scotland. Our user based is 1.5M users worldwide and includes the full spectrum, from solo proprietors to Fortune 100 clients.

Who We Are

As an end-to-end solutions provider, our products and services portfolio includes virtual desktop (DaaS), private cloud, case management software (CMS), email hosting services, security endpoint protection, business continuity (BCP), and on premise solutions. Since 1983, we have delivered on-demand services to over 1.5 million users worldwide, and are recognized by Forbes as one of Americas fastest growing companies.

We were founded on one simple concept: improving the lives of professionals through the use of technology. Our core competencies serve to simplify the adoption, implementation, and management of technology to quickly increase revenues, reduce costs, and maximize efficiencies, while keeping security and compliance at the forefront.

What We Do

We serve clients at every level of their organization, in whatever capacity we can be most useful, whether as a trusted advisor to large firm executive management or as a hands-on coach for sole practitioners. Target verticals include lawyers, general counsel, accounting firms, CPAs, government, and other private professional service organizations. For every engagement, we propose a solution tailored to meet their unique business needs and provide the utmost care in the implementation process.

No matter the challenge, we focus on delivering practical and enduring results, and equipping our clients to grow and lead. We partner with clients to put solution recommendations into practice and grow their businesses through the leverage of highly secure, compliant and functional business systems.

Are you up for the challenge? Would you like to have the opportunity to work with a talented team of professional engineers with unlimited growth potential for high performers?

Core Responsibilities:

The Tier 2 Support Engineer is a technical expert when it comes to troubleshooting issues related to Abacus Private Cloud. The Tier 2 Support Engineer mentors Tier 1 Support Engineers and handles escalations from Tier 1 on a per case basis. The Tier 2 Support Engineer takes ownership of complicated technical issues and drives them to resolution. The Tier 2 Support Engineer helps to procedure processes, procedures, templates, and tools to help propagate knowledge within the team. The Tier 2 Support Engineer will be instrumental in ensuring that company systems run efficiently and end users have an optimal experience regarding any computer, application and platform queries.

A top-rate client experience is one of the things that defines Abacus Data Systems. We take an active interest in our clients' businesses, resolve technical problems, and go out of our way to provide an above and beyond experience.

Think you have what it takes to join this kind of team?

You will

. Assume ownership of escalated issues and drive them to resolution.

. Respond to technical issues from callers via phone and email, assisting customers remotely.

. Learn fundamental operations of supported software, hardware, and other as job requires.

. Provide assistance and support to other Abacus departments in troubleshooting customer-related issues through ticketing and escalation.

. Follow standard APC Support procedures; accurately log tickets using approved tracking software.

. Become familiar with APC Support resources, staying up to date with Abacus technology, changes, or problems.

. Mentor Tier 1 Support Engineers and offer recommendations to resolve open technical issues.

. Work with other Tier 2 members to propagate knowledge to the entire team.

. Understand trends in escalations and implement steps to prevent issues from recurring.

. Produce processes, procedures, tools, utilities, and knowledgebase articles.

. Monitor the health and status of Abacus Private Cloud Servers through the use of monitoring utilities.

. Specialize in specific areas of cloud technology and providing training to team members.

. On call rotation may be a duty.

. Additional duties as assigned by APC Support Director.

This Job is based out of the San Diego Corporate Office and cannot be worked remotely.

We need you to have:

. Conflict Resolution and Critical Thinking Skills

. 5+ years of customer support, technical support, system administration or related customer facing role.

. In depth knowledge of Microsoft Windows OS Server and Desktop as well as MS Office 365.

. Advanced technical knowledge in areas such as Windows Server, Network topologies, Active Directory, Group Policy, Office 365

. Experience using analytical skills including critical thinking, debugging, judgment, problem solving, troubleshooting, and use-case analysis.

. Working knowledge of Windows Group Policy and PowerShell.

. Strong troubleshooting and problem solving skills; ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions and to identify complex problems; ability to review related information to develop and evaluate options and implement solutions;

. Experience with virtualization technology including Microsoft Hyper-V and Microsoft Terminal Server

. Working knowledge of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)

. Ability to think critically and utilize advanced troubleshooting techniques to identify the root cause of escalated issues.

. Excellent oral and written communication skills

. Past Data Center experience a plus

Who you are

. Problem solving skills -are you creative and analytical in resolving issues?

. Fantastic communication skills - can you communicate clearly and concisely in writing, in person, and over the phone?

. Awesome interpersonal skills - do you find that people come to you for help and support?

. Over the top computer skills - are you at ease installing and managing server/client software and a love to teach program features?

. High energy and Agility - can you rapidly shift focus and priorities on demand?

. A Love to learn - are you quick to learn new skills, seek out knowledge to help you do the job, and share that with others?

. Abacus Data Systems is an Equal Opportunity Employer and offers a smoke free workplace.

Desired Education/Certification

. Typical candidates will possess 5+ years of relevant experience with a BS degree in a technical field or equivalent. Requires credentials or equivalent experience which demonstrates knowledge of technical environment.

. MCSA, MCSE, A+ or Network+ certifications


. Health/Dental/Life/Vision Insurance, 401(k)

. Unlimited PTO, Sick Days

. Free lunch

. Onsite Gym

. Social Events

. Job Training/Educational Assistance/Professional Development

. Flexible Spending Account

. Ocean Views, Game Room, Volleyball Court, Outdoor Zen Relaxation Area, BBQ & Patio Area, Cafeteria

. Nursing Room

. Short-term Disability

. Covered Parking, Free Shuttle Service

. Weekly masseuse and chiropractor onsite

. Employee discount to 24-Hour Fitness

. 50% Off Gunnar Optik Eyeware

. Close proximity to UTC mall (La Jolla/Miramar) and 805/5

Equal Employment Opportunity:

AbacusNext is an Equal Opportunity, Affirmative Action Employer.


San Diego, California, United States of America
Abacus Data Systems
Abacus Data Systems
11/8/2018 9:06:49 PM

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