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Careers

Careers at NETRIO

Looking for a fast paced, dynamic, exciting place to call home?  NETRIO may be the place for you.

We are always looking to add the best and brightest performers to our team of technical, sales, and operations minded individuals with a drive to succeed.

You may apply for any position listed on this page here: Job Application

Cloud Services Support Specialist

Primary Responsibilities
– Play an active role as a contributing member of a Technical Services Delivery Team
– Document and record all activities using various web-based ticketing systems and support request tracking tools.
–  Create complex support documentation (runbooks) for client environments and turnover support for those to the Tier1/2 helpdesk staff.
–  Assist with configuration of Cloud based Assets, Servers, Networks, Storage, Containers, Virtualization
–  Assist with complex infrastructure support requests via escalation from the Tier 2 helpdesk
–  Maintain a professional appearance and conduct in a customer environment,  demonstrate a high level of professionalism (white-collar).
– Ability to lead high level discussions with Clients around ground to cloud migration strategies for critical infrastructure in highly available configurations.

Requirements
The ideal candidate should have experience and have proficiency in the following areas:
– 8 years experience in an IT position supporting Network, Software, and Hardware
– Expertise in Virtualization Technologies (KVM, VMWare, HyperV)
– Expertise in Microsoft Server (2008+) and Applications (Exchange, SQL, IIS, SCCM)
– Expertise working with Amazon Web Services and Microsoft Azure
– Intermediate experience with 3rd Party Cloud Service Providers,  GCP, Digital Ocean, Linode, VULTR and Others.
– Intermediate experience with VPNs, VPCs, SD-WAN, and complex IP routing/switching concepts
– Understanding of IT Service Management and ITIL concepts and directives
–  Ability to follow instruction, be on time and provide documented reviews of work performed.

Other Requirements
Reliable transportation, traveling to client sites will be required on a regular basis, mileage will be reimbursed.
Ability to pass a background check & drug screening

Benefits
Full Time Position with Health Care Benefits
High Growth Environment with Advancement Potential
Privately Owned and Operated
Convenient Location in Historic Downtown McKinney, TX

Job Type: Full Time
Apply Here: mailto:careers@netrio.com

 

IT Infrastructure Engineer

Roles and Responsibilities

  • Supports one or more aspects of IT related projects, including analysis of the existing device configurations, developing configuration files for the replacement devices, technical support of on-site technicians during the equipment replacement, and possible on-site installation and configuration for clients
  • Configuration work will typically be performed during normal business hours, however the support and installation roles could include after-hours, and weekend work.
  • Provide technical support and analysis for all network systems and components
  • Install, modify, test, and service all converged network communication equipment
  • Monitor network equipment and servers to ensure its reliability and performance
  • Identify, diagnose, and resolve problems affecting network and server stability and performance
  • Create & maintains detailed client network documentation and knowledgebase
  • Other duties may involve, but are not limited to the administration and maintenance of Windows/Linux systems, Telephony, Network equipment and vendor software systems

Requirements

  • 8+ years of network and server administration experience
  • Uses knowledge of LAN/WAN systems to help design and install networks
  • Working knowledge of Windows Server 20XX; Microsoft Server Applications
  • Familiarity with standard concepts, practices, and procedures within a service provider
  • Linux System Administration
  • Active Directory Expertise; understanding of multi-site domain architecture, DNS, and related
  • Firewalls, Routers, VLANs, and other network technologies
  • VMWare, HyperV, KVM, XEN, and other Hypervisor technologies
  • Office 365; Exchange; General Email Server and Admin
  • Experience with RMM/NMS tools

Preferences

  • Undergraduate degree and 5-7 years relevant experience or Graduate degree and 0-2 years relevant experience
  • Virtualization software
  • Experience in a Telecom / IT environment
  • Certifications (Network, Servers, Security)

Job Type: Full-time
Apply Here: mailto:careers@netrio.com

 

Project Manager – Onboarding

We are an Information Technology Managed Services Provider.  The Project Manager is responsible for the direction, coordination, implementation, executive, control and completion of technology projects.  This position will work closely with our Sales and Operations Teams to ensure that operations of the PMO are aligned for the success of the business.

Primary Responsibilities
– Onboarding of new clients/services subscriptions
– Plan and implement projects
– Define tasks and required resources
– Assemble and manage project teams
– Manage Budgets
– Allocate Project Resources
– Create Schedules and Project Timelines
– Track Deliverables
– Support and Direct Project Team
– Lead Quality Assurance
– Monitor and Report on Project Progress
– Present to Stakeholders on problems, progress, and solutions
– Implement and Manage Change as it relates to Project Scope
– Evaluate and Measure Project Outcome

Requirements
The ideal candidate should have experience and have proficiency in the following areas:
– IT Project Management, at least 3 years.
– Advanced Communication Skills
– Understanding if ITIL/ITSM
– Customer service facing Project Management skills, understanding the balance between a valued customer experience and the organizational service delivery.
–  Ability to follow instruction, be on time and provide documented reviews of work performed.

Competencies
Critical thinking and problem solving
Negotiation
Conflict Resolution
Adaptability
Ability to perform in a High Stress Environment
Ability to pass a background check & drug screening

Benefits
Full Time Position with Health Care Benefits
High Growth Environment with Advancement Potential
Privately Owned and Operated
Convenient Location in Historic Downtown McKinney, TX

Job Type: Full-time
Apply Here: mailto:careers@netrio.com

VoIP Engineer

The VoIP Engineer is responsible for providing technical support for Hosted Voice and PBX customers remotely.  This position will work closely with our Network Operations Center and Technical Service Delivery Teams to resolve customer support requests, perform routine maintenance and operations.

Primary Responsibilities
– Accept and document new trouble reports or incidents
– Document and record all activities using various web-based ticketing systems and support request tracking tools.
–  Create support documentation (runbooks) for Voice Over IP platforms (multiple) and train/mentor other staff to execute Tier1/2 tasks.
–  Assist (over the phone) with configurations of IP Phones, various paging equipment, and digital to analog converters.
–  Assist with new customer turn ups and provisioning tasks related to number porting and new service engagements.
–  Maintain a professional attitude and conduct in a customer service environment,  and demonstrate a high level of professionalism.

Requirements
The ideal candidate should have experience and have proficiency in the following areas:
– 3+ years experience supporting Voice over IP Implementations.
– Intermediate Level Experience with Cisco Unified Communications Manager
– Experience with Netsapiens, Asterisk, FreePBX, or Vodia Systems considered a Plus.
– Experience with maintaining/supporting VoIP Technology (Endpoints, SIP, DIDs)
– Intermediate experience with troubleshooting networking issues, use of Wireshark and other network capture products a MUST!
–  Good understanding of Wiring Closets, IDF; MDF; cable tracing; toning out; running cabling; other low voltage activities and layer 2 physical connectivity (Cat5/Cat6) tasks.
–  Ability to follow instruction, be on time and provide documented reviews of work performed.

Other Requirements
Reliable transportation, traveling to client sites will be required on a regular basis, mileage will be reimbursed.
Ability to pass a background check & drug screening

Benefits
Full Time Position with Health Care Benefits
High Growth Environment with Advancement Potential

Experience with any of the following platforms is a plus
Cisco UC; Cisco UC Express; Netsapiens, Asterisk, FreePBX, MIRTA, Vodia, Polycom, Yealink, SNOM

Job Type: Full-time
Apply Here: mailto:careers@netrio.com

IT Helpdesk Agent – Tier 2

Provide end user support and customer service on a variety of computer applications and platforms. Troubleshoot problems, provide resolutions to tier 1 and 2 issues, escalate where appropriate, and provide great customer service.

Primary Responsibilities:

  • Respond to requests for technical assistance via phone, chat, or email.
  • Diagnose and resolve technical issues remotely.
  • Log all customer interactions in our ticketing system.
  • Receive escalations from Tier 1.
  • Escalate to internal Tier 3 or external vendors.
  • Follow incidents through to resolution.
  • Provide regular updates to customer on their support requests.
  • Providing customers with support for corporate owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting. This position involves troubleshooting workstation, networking, storage, and server issues on a variety of platforms. These platforms include: Microsoft Windows (7 and above), Mac OSX/MacOS, Windows Server (2008R2 and above), MS Exchange, Office 365, Active Directory, and basic networking problems (Client VPN setup, Network Connectivity via wired/wireless, etc)
  • Provide break-fix support, such as hardware replacement, operating system reinstalls, virus and malware removal and other hardware maintenance
  • The ability to communicate technical speak to non-technical customers in person, over the phone, and via email

Skills and Qualifications:

  • Thorough knowledge of Windows 7/8/10, MacOS/OSX, Windows Server 2008R2, 2012, 2012R2, 2016, 2019
  • An understanding of Office 365 and Active Directory (Account creation, password resets, group and distro list membership, OneDrive for Business, Sharepoint, etc.)
  • An understanding of DNS and DHCP (how they work, how to make modifications to them, etc)
  • Ability to interact at all levels of management internally, and with customers and vendors
  • Superior communication skills, both verbal and written
  • Excellent follow-through
  • Professional appearance
  • Takes initiative and doesn’t need constant instruction
  • Must be able to multi-task and manage time amongst clients
  • Flexibility and ability to bounce between projects/tasks quickly
  • A natural troubleshooter; someone who will see a problem through until its resolved, and is able to quickly research and diagnose problems even on technology not previously worked with
  • Willingness to learn new tech and advance their career in the IT industry

Requirements:

  • 2+ years of experience working in a support desk environment
  • 2+ years of experience in Windows AND Mac OSX repair and troubleshooting
  • 1+ years of Windows Server maintenance/installation and configuration
  • 1+ years wired/wireless network installation and troubleshooting experience
  • Demonstrated success working in fast-paced and deadline-oriented environment
  • Network Troubleshooting Experience
  • An extensive amount of experience in basic computer troubleshooting
  • A+ / Network + / MCSA / MCSE are a plus, but not required
  • A fun, customer-focused attitude

Job Type: Full-time
Apply Here: mailto:careers@netrio.com

IT Helpdesk Agent – Tier 1

Provide end user support and customer service on a variety of computer applications and platforms. Troubleshoot problems, provide resolutions to tier 1 issues, escalate where appropriate, and provide great customer service.

Main Job Duties and Responsibilities

  • Respond to requests for technical assistance via phone, chat or email.
  • Diagnose and resolve technical issues remotely.
  • Research questions using available information resources.
  • Advise user on appropriate action, best practice, etc.
  • Follow standard help desk procedures.
  • Log all help desk interactions in ticketing system.
  • Follow up with customers/users to ensure complete resolution of issues.
  • Redirect or escalate problems to the correct resource. This could be an internal resource or an external vendor.
  • Identify and escalate situations requiring urgent attention.
  • Track and route problems and requests and document resolutions.
  • Inform management of recurring problems that customers are experiencing.
  • Stay current with system information, changes and updates as new tech comes out.
  • Help update support documentation as environments change.

Skills and Qualifications

  • Working knowledge of Windows 7/8/10 and MacOS
  • Familiarity with Active Directory, Office 365, and G Suite – primarily for user account creation and password resets
  • Able to follow documented procedures
  • Familiarity with a help desk ticketing system
  • Understanding of customer service practices, provide a great experience for the customer
  • Related experience and training in troubleshooting and providing help desk support, primarily remotely
  • CompTIA A+/Network+/etcare a plus, but not required

Key Competencies

  • Oral and written communication skills
  • The ability to learn and retain the information you’ve learned
  • A great attitude towards customers and coworkers
  • Problem analysis and problem solving.
  • Adaptability
  • Team interaction
  • Time Management
  • Organizational Skills
  • Attention to detail

Job Type: Full-time
Apply Here: mailto:careers@netrio.com

NOC | Technical Customer Service Representative

Netrio (www.Netrio.com), a niche provider of Network, Telecom, and IT solutions is currently seeking a Customer Interface Team (CIT) member for our McKinney TX office.

Description:

  • In a technical helpdesk environment, receive customer support inquiries via phone, email, or chat/social media.
  • Serve as a customer service contact, advocating customer needs throughout the organization – serve as a buffer between customer and technician.
  • Greet customers in a warm and friendly manner and ascertain problem or reason for calling – may be required to read from a script.
  • Create and route electronic trouble tickets to appropriate designated fix agents – may be required to provide some basic triage and/or resolution.
  • Provide ticket status updates to customers via phone, email, etc.
  • Communicate openly and effectively with multiple teams.

Requirements:

  • One to three years experience in an inbound call center (IT or Telecom environment preferred)
  • Customer service focused with ability to adapt/respond to different types of characters.
  • Ability to remain professional and courteous with customers at all times.
  • Ability to deal with people in an uplifting manner.
  • In an English-speaking environment, excellent verbal and written communication skills. Multi-language is preferred but not required.
  • Ability to multi-task, prioritize, and manage time effectively.
  • High school diploma/GED required, Associates degree preferred.
  • Basic computer skills are required.
  • May be required to work evenings and/or weekends.

Job Type: Full-time
Apply Here: mailto:careers@netrio.com

NOC | Technician

Netrio is a niche provider of Network and Telecommunications solutions is currently seeking a NOC Tech for either our McKinney TX or Austin TX office. This position is responsible for analyzing, isolating, and repairing complex network and customer issues. This includes issues related to on-net or off-net voice & data facilities, routing/translations, and TDM and/or VoIP products and services.

Responsibilities

  • Monitor and resolve issues with core network elements, network performance, and facilities.
  • Take repair calls and provide status updates to customers & vendors as needed.
  • Perform thorough troubleshooting and triage of network related issues.
  • Manage workload through a Ticket System queue, detailing activity such as steps taken, test results, and fix action.
  • Receive and provide beginning and end-of shift briefings to outgoing and incoming peers.

Requirements

  • Bachelor’s degree and/or comparable work experience troubleshooting voice or data network issues, NOC or TAC preferred.
  • Intermediate understanding of telephony and IP concepts
  • Understanding of TCP/IP and the OSI model
  • Knowledge of SIP and/or UCaas desired
  • Strong written and verbal communications.
  • Ability to multitask and prioritize work in a fast-paced environment

Job Type: Full-time
Apply Here: mailto:careers@netrio.com

Customer Advocate

Are you looking to enter the exciting field of Information Technology?  We are a rapidly growing Technology Services company that is actively recruiting for people that are passionate about customer service and looking for a career in the field of Information Technology.

Important: This position will be representing our professional appearance through various interactions with the client (Email and Telephone).  It is imperative that the candidate have experience with customer service and understand the importance of a positive attitude and disposition.  There is a zero tolerance policy for poor attitude and customer service in this position.  Do not apply for this position if you know that you struggle keeping a positive attitude and providing service with a smile.

Requirements and Responsibilities
– MOST IMPORTANT: Excellent Attitude
– Be a “problem solver”
– Act as Clients Point of Contact on Tech Support Incidents
– Maintain strong organizational skills and ability to multitask
– Ability to stabilize a situation with a customer and demonstrate proficiency, even though you might not know the answer when the problem is presented.
– Demonstrated ability to take the lead and do whatever it takes to produce a satisfied customer
– Engage 3rd Parties and Vendors to provide Services and Support

Languages
– Proficient English is required.
– Bilingual Spanish is a plus but not required.

Qualifications
A great attitude and the desire to be part of a great team providing great service.

This position is ONLY suitable for a self-started and self-motivated individual.  You should have experience working in a customer facing role to be eligible for this position.  Reliable transportation required.   Background checks will be required prior to employment.

Job Type: Full-time
Apply Here: mailto:careers@netrio.com