Our company is growing fast; finding qualified and reliable team members is critical when it comes to supporting our ongoing expansion. We have a mounting list of short and long term goals to tackle…that’s where you come in.

Our ideal candidate will be motivated and excited to contribute, with an understanding that as our company reaches goals, we will share rewards with our team. It is extremely important to us that we bring on new team members that add to and foster a fun and creative work environment, no matter how detailed and specific the job description is. Technical skills and experience need to be at a certain level, but we’re also making our hiring decision based on fit—fit with the rest of the team, fit for our clients, and fit for future growth.

The TAM position is the primary technical resource assigned to a particular set of clients. The TAM will maintain and develop company standards and best practices, as well as perform customer standards, alignment reviews, and work proactively towards aligning customers that are misaligned, based on our company standards. Be a contributing member of the Technology Alignment Process (TAP) team in direct support of the clients.

Our TAMs perform the technical research and development for the long-term system roadmap to achieve client satisfaction. They confirm that client and organizational requirements are touched apart from the contribution of technical support and guides for users.

As a TAM, you plan and maintain network and computer systems. You are one of the essential backbones of any organization, without which, productivity can take a hit.

A TAM thinks through a business objective as well as the company size, budget, and resources to identify the type of technology solutions it requires. They play a vital role in association with other developers and teams. The primary goal is to support the best user experience a company wishes to create for its users.

Schedule & Hiring Process: This is a full-time, Monday through Friday position, based at our main office in Eugene, OR.

We encourage all interested in applying for this position to carefully read the sections below, prior to submitting a resume for consideration. Qualified candidates will be contacted, with preference given to those including verifiable references with their initial submission. The interview process is generally broken into three (3) parts:

1) Phone call pre-screening
2) In-person or online interview with one or more of our executive team members
3) 2nd in-person or online interview with one or more of our team members

How to Apply: Submit your resume. We want to learn about you! For highest consideration, please include a cover letter and verifiable references. Your cover letter should provide some insight into your career goals, personal interests, and reasons for applying for this position. We do consider Indeed assessments as a means to evaluate candidates. If you have been referred to us by a friend or colleague, please make sure to include a shout out!

Reporting Structure: This position reports directly to the TAP manager and is also functionally accountable to the TAP team.

Responsibilities: Understand Technology Alignment objectives, as well as the role and function of other technical team members.

• Perform Remote and Onsite Standards and Alignment Reviews.
• Attend TAP team meetings to collaborate and work on improving the customer TAP experience and the program as a whole.
• Maintain, update, and phase out assigned Customer Standards templates as technology or a customer environments change.
• Conduct and/or attend regular client Work in Progress (WIP) meetings to keep clients updated on current status.
• Develop and maintain technical knowledge of assigned customers’ environments.
• Conduct thorough checking, updating, and accuracy of customers IT systems information and documentation.
• Be responsible for upholding best practices and reporting recommendations to the vCIOs.
• Identify customer technical risk and collaborate with internal teams appropriately.
• Become a valued member of the Standards and Alignment Committee.
• Maintain training and proficiency in StepUP’s myITprocess/TruMethods processes and procedures
• Develop both Business and Technical acumen with key contacts at Customer sites.
• Advise and train clients on how to use the Support Desk team outside of the TAP process.
• Proactively maintain and improve customers’ IT infrastructure.
• Proactively plan, oversee, coordinate, track, and run assigned projects tasks in cooperation with the professional services team, as needed.
• Oversee/manage various assigned projects in terms of resourcing, quality, and output to maximize both the time and cost outcomes for the company and client.
• Maintain high positive customer and user satisfaction and relationships and client feedback ratings
• Keep abreast of the development of relevant IT and telecommunication systems, hardware, and software applications within the industry.
• Implement, participate, and promote Quality Assurance (QA) objectives, processes, and procedures of the company.
• Assist in the training, mentoring, and development of other TAP team staff, when assigned.
• Perform other appropriate duties and responsibilities as assigned by the TAP manager.
• Adopt continuous learning and improvement processes in all aspects of the position.
• Implement, participate, and promote Company Policies and Procedures, including Work Health and Safety (WHS) requirements.

Qualifications

• Appropriate Driver’s License based on primary role location.
• Computer-related industry certifications.
• 5+ years previous experience in IT administration and/or technical support experience, or equivalent.
• Strong all-round knowledge of IT and telecommunications infrastructure, hardware, and software applications.
• Demonstrated experience and knowledge of network, server. and workstation operating systems.
• Demonstrated experience with web and Internet technologies.

Aptitude & Interpersonal Skills

• Strong communication (written and verbal) and interpersonal skills.
• High level organizational, project management, coordination, and prioritization skills.
• Strong problem-solving and self-learning skills.
• Show initiative when undertaking tasks and strong task management.
• Committed to undertaking duties efficiently, with a strong attention to detail.
• Able to work well both within the TAP team environment and autonomously.
• High degree of confidentiality.
• High degree of punctuality.
• Ability to take, interpret, and follow instructions.
• Customer service orientation.
• Ability to work with staff at all levels within the company and work in accordance with company policies and procedures,
• Professional personal presentation.

Key Performance Indicators (KPI)

• Number of completed Technology Alignment visits according to the set frequency schedule
• Number of TAM hours performed in direct support for clients
• % of weekly TODO assignments successfully completed on time
• % and quality of assigned quarterly “ROCKS”
• Maintaining 100% client retention for clients where assigned as the primary TAM
• Accuracy of customers’ Technology Alignment Reports and quality of technical recommendations provided back to the vCIO
• Reactive noise levels at assigned customer sites, measured by RHEM proactive/reactive support time %
• Accuracy and % completion of customers documentation, measured by monthly IT Glue activity
• Customer and staff satisfaction ratings, measured by client service thermometer ratings and registered complaints
• Satisfactory achievement of ongoing targets, goals, and objectives as set by the Operations Director or TAP team leader

Compensation & Benefits

• $45-85k, depending on experience
• 401K with employer match
• QSEHRA Healthcare Expense Reimbursement
• Telemedicine Plan
• Recurring performance and salary reviews
• Use of company computer and peripherals
• Mileage and expense reimbursement
• Company sponsored Employee Engagement program

IMMEDIATE NEED TO HIRE!

StepUP IT Senior Network Engineers are responsible for the analysis, design, implementation, and troubleshooting of a variety of network projects and support.  They work as a part of and alongside our Support, Professional Services, and Technology Alignment teams to help evaluate, build, and our clients’ infrastructure. This position holds a high-level autonomy, fitting for someone with a strong work ethic and commitment to getting things done the right way. We offer three roles within our Senior Network Engineering positions: (1) Support Engineer, (2) Technology Alignment Manager (TAM), and (3) Professional Services Engineer. 

Our Senior Support Engineers provide a backup to the frontline, delivering service with a smile to our clients and their users. This role is tasked with responding to Live and Scheduled support events, many of which will come from escalated incidents.  

Our Technology Alignment Managers are the center of our Proven Process and service-delivery promise. TAMs work closely with our vCIOs and clients to provide measurable progress toward technology alignment, and once obtained, maintained. This role is tasked with keeping with technology in check, always working for the client in the most efficient way possible, and in support of their organizational goals. TAMs see the whole picture and they keep the noise at a minimum. Think of the TAM as the command post. 

Our Professional Services Engineers work primarily in projects, or work otherwise not covered under the terms of a Managed Services Agreement. This role also works closely with TAMs toward technology alignment. Typical projects for our engineers include implementations, migrations, upgrades, and troubleshooting of Active Directory, Windows Server, Microsoft Exchange, VMware vSphere, Switching, Routing, Firewalls, and cloud services including Azure and Office 365.   

This is a full-time position, based at our headquarters in Eugene, OR. Relocation assistance may be available for highly qualified candidates. This position has the potential to be full-time work-from-home, depending on skills and experience.

IMMEDIATE NEED TO HIRE IN EUGENE AND SWEET HOME!

StepUP IT Network Engineers perform IT network implementations, upgrades, troubleshooting, maintenance, and support for our growing client base, which we strive to build our trusted advisor status.  Our projects employ the latest technologies to provide our clients with the most reliable, business-grade solutions on the market. This is an excellent opportunity for a motivated IT professional looking for high-level mentorship and career growth.  We offer two roles within Network Engineering positions: (1) Support Engineer and (2) Professional Services Engineer.  

Our Support Engineers operate the frontline, delivering service with a smile to our clients and their users. This role is tasked with responding to Live and Scheduled support events. 

Our Professional Services Engineers work primarily in projects, or work otherwise not covered under the terms of a Managed Services Agreement. This role also works closely with Technology Alignment Managers toward technology alignment. 

This is a full-time position, based at our headquarters in Eugene, OR. Relocation assistance may be available for highly qualified candidates.  This position has the potential to be full-time work-from-home, depending on skills and experience.