Career Opportunities

Client Experience Manager

Are You the Passionate Client Advocate and Team Leader Needed to Manage our Help Desk team?

Are you looking for the career opportunity to turn your past experience in technical support into a more hands-on team building role? Do you feel personally fulfilled when you help an associate deliver an incredible Client Experience? Does your attention to detail always seem to exceed people around you? Is lifelong learning second nature to you? Maybe you have what it takes to lead a team that is totally committed to providing a superior client experience!

Look no further, we want you on the Fulcrum Group team. We believe in internal training and mentoring to help our team members continue to learn and grow each day, as we support your efforts to achieve top notch results. This is your opportunity to work with like-minded people who are passionate about people, technology and the chance to make a difference in their career.

As a team, we put together our core values to drive our company’s basic strategy as we work with our clients and each other.

  • Take personal ownership of self
  • Inspire client confidence
  • Plan, do, review
  • Look to future
  • Actively listen and communicates
  • Work as a team

We are looking for a Client Experience Manager for our Fort Worth-based office. The position requires at least 3 years in customer services and prior experience managing small support teams. You should be an expert at understanding the client experience and cultivating a team of caring professionals to consistently achieve success. A CEM candidate would successfully lead our ten person 24×7 service desk through ticket management, one-on-one mentoring, staffing and managing through metrics. Candidates should be practiced in active listening and able to communicate orally and in writing effectively.

Fun at Fulcrum Group 2016 Christmas Party
Dance off, bro!

The right person should be able to deliver the Fulcrum Signature Experience and helps others in their career.

Consider these quick facts on why joining our team is the best career move you can make. The Fulcrum Group, Inc.:

1. Has a fun atmosphere aimed at attracting curious and persistent people
2. Will continue to train team members already committed to life-long learning and self-improvement
3. Does NOT have oppressive service ticket volume, allowing resources to interact with more with other L2/L3 engineers, PMs and other team members.
4. Does advanced technology projects that should increase your knowledge of technology, as a whole
5. Encourages process-oriented individuals with our proven systems and processes
6. Embracing goals and metrics to drive positive results
7. Compensation that rewards your contributions without requiring excessive overtime

The candidate must have recent experience using ticketing systems and help desk tools as a team lead or manager, whose team provided technical support direct to end users. This team builder should feel comfortable interviewing, evaluating, mentoring, training and directly managing team members.

A Client Experience Manager would have a strong understanding of frameworks and philosophies for classifying issues, prioritizing incidents and problems, escalating tickets and developing standard operating procedures. They would understand service management terminology and metrics, and the impact good management should have on them.

Past experience in network management, project management or Level 2 and above support, could be helpful. Recent experience with system integrators, managed service providers or network operations centers could also be beneficial. Please note any Autotask experience with additional details, as well as any other industry PSA, RMM tools.

There is a preference for candidates with help desk related certifications such as:

  • ITIL Foundation
  • HDI Technical Support Professional
  • HDI Desktop Support Manager
  • HDI Support Center Team Lead
  • HDI Support Center Manager
  • CompTIA Network+, Security+, Server+, Project+
  • Entry-level Microsoft, Cisco, VMware and similar
  • A bachelors’ degree is also preferred but not required

There is very little travel (other than local to DFW) so most support requests require use of our monitoring or remote control tools. This is NOT an entry level position nor contractor, but a full-time position.

Please do NOT respond if you do not meet the minimum requirements of at least 3 years’ customer experience and light support management experience. The person would report to our Director of Services. We thank you in advance for your understanding and look forward to hearing from you!

If you believe you are a match, please submit your resume via email at careers@fulcrumgroup.net.

 

Social Media Intern Needed For Fast Growing IT Services Company

Are you trying to grow beyond your alter ego? We need a superhero to help drive our new microsite to the next level and craft a friendly and informational brand.

The Social Media intern is responsible for cultivating this new website and engaging prospects and clients with great text, image and video based content. You will have the chance to build your social media skills while working on this special project and learn more about posting, monitoring, responding and updating our information.

You will get the chance to sample data analytic tools and work directly with executive leadership. There will also be some educational opportunities through our vendors made available for those most curious souls (at no cost to you). You will need to be onsite during business hours but some work could be completed remotely or flexible time, with the right person.

Description of Duties:

This position will:

  • Interview team members for stories and compose articles for blog posts.
  • Manage and continually improve the WordPress based microsite.
  • Act as editor for new microsite blog posts, locked content and other materials from internally provided authors.
  • Post new content to the microsite following our checklists for SEO, images, headings and similar.
  • Promote new content using social media strategies and tactics across the various social media platforms.
  • Assist in reaching out to local business influencers and other backlink opportunities.
  • Help start-up internal video and photographic efforts.
  • Engaging with our vendor partners for opportunities and access to programs, promotions and resources.
  • Review microsite success utilizing metrics and conversions.
  • Align strategies with existing marketing and collaborate with part-time marketing person.

Job Requirements:

  • Pursuing Degree in CIS areas, Marketing, Advertising, Business Administration, Communications or similar.
  • Prefer candidates experienced with WordPress or other CMS solutions.
  • Proven written communication skills with the ability to edit content for the web and social media with an understanding of readability.
  • A great eye for creating visually appealing content development, using basic page design skills.
  • General understanding of business use of social media platforms including, but not limited to: LinkedIn, Facebook, Twitter, YouTube and Google+.
  • Vision, creativity and the desire to help make social media improve business results.
  • Strong interpersonal skills.
  • Knowledge and experience with Word, Excel and PowerPoint.
  • Some knowledge and interest in computer networking terminology, trends and current issues.
  • Photography or video editing skills are a plus.
  • Knowledge of Photoshop/Adobe Suite software or similar graphic manipulation programs is also helpful, but not required.
  • Flexible 10-20 hours per month availability.

Our Company:

The Fulcrum Group, Inc. has been in business for 15 years and just won the 2017 Fort Worth Chamber’s Small Business of the Year Award. We’ve also won multiple vendor and industry awards including making CRN’s NextGen 250 Award for the past two years and selection as Digium’s North American Partner of the Year for 2012. This is your opportunity to work with other people who are passionate about technology and love a challenge.

As a team, we put together our core values to drive our company’s basic strategy as we work with our clients and each other.

  • Take personal ownership of self
  • Inspire client confidence
  • Plan, do, review
  • Look to future
  • Actively listen and communicates
  • Work as a team

 

If you believe you are a match, please visit our website to learn more about us at https://www.fulcrum.pro .  Then email us your resume and a brief explanation of what excites you most about potentially working for our fun organization – careers@fulcrumgroup.net .

Please include a brief explanation outline of why you are qualified for this position and 2 blog writing samples around 1,500 words.

Bonus if you can point us to a few social media pages you currently manage (or have managed) along with results (increase in likes, followers, subscribers, etc).

 

Level 2 Network Engineer – FILLED

Are You The “A” Player Systems Engineer Needed For Our Fast Growing IT Services Company

Are you looking for an opportunity to expand your knowledge by working on multiple technologies across multiple networks?  Do you feel personally fulfilled when you achieve something significant for a client? Is lifelong learning second nature to you? Think you have what it takes to be part of a team that is totally committed to providing a superior client experience?

We are looking for a Systems Engineer for our Keller-based office. A great Engineer would be an expert at “tricks of the trade” ways to improve the end user experience via automation and control. A great candidate would also be practiced in being an active listener and able to deliver a superior client experience via phone or in person.

The ideal candidate should have 8-10 years or more experience providing phone or face-to-face technical support direct to end users on current versions of Windows Server (2008 – 2012 R2). A Systems Engineer would be an expert at standard Windows Server Management such as installation, troubleshooting and management of Active Directory, DNS, DHCP, file/print services, group policy, service accounts and logon scripting. They should be extremely knowledgeable about PowerShell, security and auditing and AD/DNS replication. Additionally, they could have earned certifications such as MCSA/MCSE or the ability to achieve within a six month period.

Candidates would also benefit from experience with more related server technologies such as

  • Hyper-V Clusters (virtual networking, virtual hard drives, VM management, snapshots, PowerShell)
  • Remote Desktop Services (licensing, Connection Brokers, System Center)
  • Backup, Replication or D/R Software (StorageCraft, Backup Exec, Veeam B/R, DoubleTake)
  • Email Solutions (MS Exchange, Office 365)
  • File and Email Anti-virus Solutions (SEP, MX Logic)
  • Windows Monitoring (VeeamOne, What’s Up Gold)

Pre-Employment Evaluation

All Fulcrum Group employees undergo a comprehensive pre-employment evaluation process. Fulcrum candidates are first evaluated using TTI Success Insights D.I.S.C. profiling reports to evaluate behavioral tendencies. The goal is to make sure team members pursue roles they will be happier in. DISC is the four quadrant behavioral model to examine the behavior of individuals in their environment or within a specific situation. These 20 plus page reports compare potential personnel to current team members for fit and consistency in performance. The key factors measured are.

  • Dominance – relating to control, power and assertiveness
  • Influence – relating to social situations and communication
  • Steadiness– relating to patience, persistence, and thoughtfulness
  • Conscientiousness– relating to structure and organization

As a condition of employment, Fulcrum candidates are required to pass pre-employment substance abuse testing and a background screening. The background check includes a review of credit for employment purposes, county and federal criminal record search, driving record, education and employment verification and others. The process takes longer, but is worth it.

Fulcrum Group Core Values are an essential practice in our company culture.