SparkCognition is a global leader in cognitive computing analytics. A highly awarded company recognized for cutting-edge technology, SparkCognition develops AI-Powered cyber-physical software for the safety, security, and reliability of IT, OT, and the IIoT. Our technology is capable of harnessing real time sensor data and learning from it continuously, allowing for more accurate risk mitigation and prevention policies to intervene and avert disasters.

In 2017, we won the #1 fastest growing startup in Austin from the Austin Business Journal.

The IT Systems Specialist provides 1st line IT support to main office in Austin and remote users across the US. They also escalate complex issues to appropriate functional team and perform special projects as assigned.
Essential Functions

Provide IT support for Austin based employees as well as remote support for remote sales and support team.

Provide efficient tracking of IT Inventory

Ensure uptime of local development environment servers as well as cloud and production Linux and Windows servers.

Maintain FTP server and NAS data

Track, maintain and test local and remote backups of local and remote servers

Domain User management and cloud environment user management

Troubleshoot Macintosh, Linux, MS Office, Windows, TCP/IP, Internet utilities, and various other software applications

Provide troubleshooting and configuration support for client desktop, networking environment, cell phones and various other hardware devices.

Ensure all New Hire and Exit processes for employees are met on time and up to standard.

Liaise with Engineering department to maintain server uptime and ensuring disaster recovery process is in place.

If required, perform root-cause analysis, doing what is necessary to prevent problems from recurring.

Analyze and resolve problems in accordance with service level agreements, escalating when necessary.

Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems.

Investigate and implement ways of reducing downtime and customer issues.

Document procedures, corrective actions, and update knowledge base system.

Keep peers and management informed of trends, significant problems, and unexpected delays.

Keep customers informed of any problems, scheduled downtime, and open tickets

Stay up-to-date with both technical and interpersonal training to ensure sharp knowledge and skill set

Education and Experience

2+ yrs. previous experience of working in an IT Support capacity

Bachelor degree in Information Systems, Computer Science or equivalent experience

Proficiency in UNIX/ Linux is a must

Active Directory and LDAP experience is requested

VoIP/ video conference management experience

Desktop and Laptop hardware support experience

Proficient written and verbal English

Ability to lift up to 45lbs

Understanding of LAN/WAN technologies and protocols

Two years of customer service experience in a professional industry

Experience with Chef/ Puppet, Nagios, IPtables, Firewalld, and other configuration technologies.

CompTIA Linux+, CompTIA IT Fundamentals, CompTIA Network+, CompTIA Security A+

SparkCognition is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]