31 IT Professionals jobs in Ruskin

Job Description

Insight Global is looking for a Technical Support Representative to support one of their customer in the Bradenton/Sarasota area. This person will be responsible for technical support and triage for fire alarm and fire safety equipment. They will work cross functionally with engineering and IT teams as well as field crews in order to provide solutions and troubleshooting via phone, video call or remote access.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

Highschool diploma or GED equivalent

Experience with either install, service or technical support of fire safety equipment.

Familiarity with major fire alarm/security brands like Honeywell, Lenel, Edwards, etc. NICET level 1 certification null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to

• Lead and coach a team of highly skilled technical support engineers to successfully resolve and prevent customer challenges
  
• Measure and manage the team to Rapid7's customer and business goals, and work with the Global Support Leadership team to refine metrics and goals
  
• Coach and develop Global Support team members by providing active coaching, performance management, and career development plans, while offering regular, constructive feedback to help new hires navigate challenges and accelerate their learning curve.
  
• Work with members of Rapid7's Engineering & Products teams to identify opportunities to improve product supportability and the customer experience
  
• Partner with Customer Success Management, Sales Management, and other teams to drive successful and fast resolution to escalations via our OneEscalation process, along with resolving proactive escalations identified via AI.
  
• Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs
  

• 3-5 years of management experience in a technical customer support environment, including with demonstrable leadership progression in role.
  
• Experience with software support within SaaS environments, security experience preferred.
  
• Demonstrated success leading small to medium sized teams to achieve and exceed operational goals.
  
• Ability to build and maintain meaningful relationships internally & externally in the pursuit of driving impeccable customer satisfaction.
  
• Cross-functional Collaboration : Partner with engineering, product, and other global teams to advocate for customers and ensure swift resolution of incidents and system outages.
  
• Managing Conflict: Skillfully de-escalate customer and internal conflicts, coaching the team on effective resolution strategies.
  
• Navigating Change & Ambiguity: Empower your team to make decisions and drive solutions in ambiguous situations with limited information.
  
• Accountability: Instill a culture of ownership for team metrics and the end-to-end customer experience.
  

Mad Mobile is a pioneering force in shaping the future of retail and restaurant experiences. As the market continues to evolve at a rapid pace, we remain at the forefront of innovation, empowering customers to seamlessly engage and transact with brands across various touchpoints. With our platform already supporting major brands, we are dedicated to driving in-store productivity, enhancing customer experiences, and maximizing transactional value.

Join Our Team as an L2 Technical Support Specialist at Mad Mobile!

Are you ready to make a significant impact in the world of retail and restaurant technology? As an L2 Technical Support Specialist at Mad Mobile, based in the vibrant city of Tampa, FL, you will be at the forefront of our cutting-edge solutions, specifically focusing on Point of Sale (POS) systems that drive success for our clients.

In this dynamic on-site role, you will take charge of our technical support operations, crafting and implementing strategies that ensure swift and effective issue resolution. Your expertise will be essential in delivering outstanding service to our restaurant partners, helping them thrive in a fast-paced environment. Your exceptional communication skills will shine as you collaborate with both internal teams and external stakeholders, fostering strong relationships and ensuring that our clients receive the highest level of support.

If you're passionate about technology and dedicated to enhancing the customer experience, we want you on our team!

Please Note: Position is open exclusively to U.S. Citizens and Green Card holders only

Responsibilities:

• Serve as the primary escalation point for technology issues that Customer Level 1 and/or Customer Level 2 Support staff are unable to resolve.
• Conduct advanced troubleshooting of supported services, including networking, configuration, third-party applications, and POS software.
• Provide training and guidance to Customer Level 1 and/or Customer Level 2 Support Technicians, assisting them in resolving complex technical issues.
• Collaborate with internal Customer Success, Engagement and Development teams to address issues, monitor performance and ensure adherence to required standards.
• Document support-related processes and procedures (SOP) as directed, ensuring accurate and up-to-date documentation.
• Maintain Service Level Agreements (SLAs), Initial Response and Resolution, while accurately documenting and classifying client requests and incidents, ensuring detailed records are maintained.
• Provide courteous and professional communication with clients and internal departments, effectively conveying technical information.
• Uphold Mad Mobile support standards throughout each client and internal department interaction. Perform project-related tasks as assigned.

• Bachelor's Degree in a technology field (Computer Science, Information Systems, or Information Technology) or applicable experience.
• 3-5 years of experience in a similar technical role or capacity.
• Must have supported Enterprise/Global customers.
• Familiarity with internal tools such as Confluence, JIRA, Service Desk, and MDM.
• Experience with log reviews and data monitoring (ex. Kibana, xTrace, Elastic Search, AWS CloudWatch) to troubleshoot API and integration issues across multiple environments (UAT, SIT, Production).
• Knowledge of common authentication protocols (Azure, Auth0, OAuth, Active Directory).
• Familiarity with Enterprise systems such as Relate, Salesforce Commerce Cloud, IBM Sterling.
• Experience with SLA (Service Level Agreements)
• Ability to work on an "on call" basis (24/7) every two weeks (2 weeks on / 2 weeks off)

• Strong communication, collaboration, and documentation skills.
• Ability to perform multiple tasks simultaneously, handle interruptions, and meet deadlines.
• Initiative, integrity, and inventiveness in task performance.
• Ability to adapt to and learn new concepts and technologies independently.
• Familiarity with Retail, Restaurant, or Grocery POS systems (a plus)
• Technical experience, or related coursework, with iOS, Android, and Agile methodologies.

• Customer: We believe in providing the best service to our customers every day.
• Accountability: We take ownership and proactively make things happen.
• Teamwork: We collaborate as a team to achieve success and have fun along the way.
• Innovation: We inspire and ignite the future through continuous innovation.
• Integrity: We uphold honesty, ethics, and trustworthiness in all that we do.

• Comprehensive medical, dental, and vision insurance with premiums covered by Mad Mobile.
• $1000 HSA contribution provided from day one (prorated based on start date).
• 401(k) plan with a matching contribution of up to 6% (fully vested from day one).
• Market-leading benefits package and a commitment to employee well-being.

• Lead, train, and mentor a team of technical support specialists.
• Manage the inbound flow of customer inquiries via phone, email, and chat, ensuring prompt and efficient responses.
• Diagnose and resolve complex technical issues related to software, hardware, and network problems.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
• Monitor support metrics and analyze trends to identify areas for improvement in service delivery.
• Escalate unresolved issues to appropriate departments and follow up to ensure resolution.
• Implement and refine support processes and procedures to enhance efficiency and customer satisfaction.
• Gather customer feedback and communicate it to relevant product and development teams.
• Ensure team adherence to service level agreements (SLAs) and quality standards.
• Contribute to product improvement by identifying common user issues and suggesting solutions.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 4 years of experience in technical support, with at least 1 year in a lead or supervisory role.
• Strong understanding of operating systems (Windows, macOS), network protocols, and common software applications.
• Excellent troubleshooting and problem-solving skills.
• Exceptional customer service and communication skills, both written and verbal.
• Experience with helpdesk software and ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to manage multiple priorities and work effectively under pressure.
• Demonstrated ability to lead and motivate a team.
• A positive and helpful attitude.

• Install, configure, and train restaurant staff on Chowbus products including hardware and networking devices - terminals, kiosks, handhelds, printers, and other peripheral equipment.
• Work with menu team to set up and configure the restaurant's menu correctly prior to installation and help with menu requests as needed after installation. Using appropriate judgment, independently determine priority of restaurants, order of steps to take during implementation based on restaurant needs, and menu design options.
• Efficiently and accurately respond to and resolve incoming calls, chats, tickets, and cases.
• Collect, organize, and solve feedback from restaurant partners and customers.
• Communicate with restaurants to understand their needs and optimize business performance by finding opportunities to implement impactful solutions for our restaurant partners.
• Collaborate with central operations, product, and engineering teams to drive adoption of new products, processes, and plans locally.
• Collaborate with local team to ensure growth and profitability of our restaurant technology solutions. Discover upsell opportunities and partner with local restaurant technology sales team to ensure execution.

• Bilingual proficiency in English and Mandarin required
• 1+ years of relevant experience highly preferred
• Prior startup experience preferred
• Bachelor's degree in a related field preferred
• A valid driver's license and access to a vehicle is required

• A fair compensation package
• Medical, dental, and vision insurance
• 401(k)
• 100% employer-paid Short-Term Disability (STD)
• 100% employer-paid Life Insurance and option for additional employee-paid Life Insurance
• 100% employer-paid Accidental Death and Dismemberment (AD&D) Insurance and option for additional employee-paid AD&D Insurance
• Company holidays
• Birthday off
• Paid Parental Leave
• Flexible Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• Fuel reimbursement
• Salary 65~70K

• Primary responsibilities are descriptive and not restrictive in nature
• Identifies, diagnoses, and resolves first level problems for end-users of the workstations, laptops, terminal services and Citrix sessions, end-user software and hardware, network and VPN connectivity, the Internet, server services, server drive space, validation of server error messages for escalation, and new computer technology in a call center environment; communicates solutions to end-users effectively
• Provides one-on-one end-user problem resolution for client (PC) software and connectivity
• Sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and basic server, e-mail, Internet, VPN, and local-area network access problems
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third party vendor maintenance agreements as needed
• Acts as remote hands for engineering staff onsite as needed
• Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles
• Provides assistance to Tier 2-3 staff with problem research and documentation

• 2+ years providing end-user support for current PC desktop and application software
• 2+ years installing, upgrading, troubleshooting and repairing personal computers in a corporate networked environment
• 2+ years providing support for an enterprise level userbase in either the legal or financial services industry

• Must be able to sit for prolonged periods of time in front of a computer
• Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 45 lbs. unassisted), bending, standing, climbing or walking
• Must have excellent written and oral communication skills

• Support customers successfully setting up and troubleshooting any issues within their vulnerability scanning infrastructure
  
• Create innovative workflows to analyze large log files in order to get to the bottom of any reported issues
  
• Using the many resources available to our Support team to learn, troubleshoot and reproduce customer issues
  
• Work closely with various teams located locally and globally including Engineering and Product to help drive a resolution to customer issues
  
• Learn and expand your knowledge of the our Vulnerability Management Platform to become a subject matter expert
  
• Troubleshoot investigations and identify defects or false positive alerts
  
  

• Minimum of 1 year of experience in a customer-facing role.
  
• Demonstrable command of administering multiple operating systems (Linux, Windows, MacOS).
  
• Understanding of log analysis methods (using regex to debug large log files).
  
• Demonstrable usage of packet inspection, pcaps, Wireshark, Procmon.
  
• Troubleshooting and understanding of network architecture.
  
• Excellent problem solving and critical thinking skills.
  
• Fantastic verbal and written communication.
  
• Cross-functional teamwork: Collaboration with global product teams and engineering to drive issue resolution, align priorities, and ensure seamless customer support experience.
  
• Exceptional communication: Ability to articulate complex information clearly and concisely to diverse audiences, ensuring understanding, alignment, and efficient issue resolution with internal teams and external customers.
  
• Strong time management: Balance active cases, backlog, and priorities to consistently meet service goals.
  

• Providing advanced technical support to customers via phone, email, and chat, addressing complex software issues.
• Diagnosing and resolving software bugs, performance issues, and integration challenges.
• Managing and prioritizing support tickets, ensuring timely resolution and customer satisfaction.
• Creating and maintaining comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborating with the engineering and product development teams to identify and address recurring issues and suggest product improvements.
• Troubleshooting client environments, including network configurations, operating systems, and third-party integrations.
• Escalating critical issues to appropriate internal teams and ensuring follow-through until resolution.
• Onboarding new clients and providing initial technical guidance and training.
• Proactively identifying potential issues and communicating solutions to customers.
• Participating in product testing and providing feedback from a customer support perspective.
• Mentoring junior support engineers and sharing best practices.
• Gathering customer feedback to inform product development and service improvements.
• Analyzing support trends to identify areas for process optimization.
• Ensuring adherence to service level agreements (SLAs) and maintaining high customer satisfaction scores.