If you are interested in joining something bigger than the sum of its parts, contributing in a supportive team environment, and helping to build fast growing local businesses that have exciting and challenging IT demands, please follow the instructions to start the application process.
Primary Responsibilities:
- Provide first level support and triage of service requests, primarily relating to technical issues involving Microsoft's core business applications and operating systems
- Provide basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Utilize remote monitoring and management systems and respond to alerts and notifications accordingly via service tickets
- Support disaster recovery solutions
- Create, review, and maintain system documentation
- Communicate with customers as required, effectively relating incident progress, notification of impending changes, or agreed outages
Additional Duties and Responsibilities:
- Constantly improve customer service, positive public perception, and client satisfaction
- Provide fast turnaround time for customer requests
- Have a strong ability to work in a team and communicate effectively and efficiently
- Work with the service team to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Escalate service requests appropriately that require high-level engineer support
Required Experience:
- Microsoft Windows 7/8+ and Server 2008+
- Microsoft Office Suite 2010+ and Office 365
- Backup Technologies (eg., StorageCraft, Veeam)
- Antivirus (eg., Webroot)
- Software deployment technologies (eg., Kaseya, Acronis, WDS)
- Ticketing tools/CRMs (eg., ConnectWise)
- Basic Networking (TCP/IP, DNS, Routing, Sub-netting)
- Remote access technologies (VPN, Remote Desktop Services)
- Authorization to work in the U.S.
- At least two years of relevant experience (IT and/or Customer Service)
- 4-year Bachelor's degree (or equivalent experience)
- Relevant certifications (MCP, CCNA, etc.)
- Experience in customer service
- Exceptional communication skill
Ideal Experience:
- At least two years of relevant experience (IT and/or Customer Service)
- 4-year Bachelor's degree (or equivalent experience)
- Relevant certifications (MCP, CCNA, etc.)
- Experience in customer service
- Exceptional communication skill
Benefits:
- Medical
- Dental
- Vision
- 401k Retirement Plan with 3% match
- 3 Weeks Paid Vacation
- Quarterly Bonus