Overview:
In this role, you will be responsible for providing network support and technology services to clients. This will include supporting clients who are having technical issues. Services include ticket processing, providing hardware/software troubleshooting, and being the go-to contact for other technology-related needs for clients.
What You’ll Do:
- Provide outstanding client service
- Provide Tier 1 level support through email, phone, chat, and on-site support requests
- Determine the source of technical issues and provide the best solution
- Escalate tickets to senior-level technicians, as necessary
- Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- System documentation to include system reviews and recommendations
- Ability to work in a team and communicate effectively
- Perform other duties as assigned
What We’re Looking For:
- Knowledge of monitoring and alerting tools in a service desk queue, i.e., ConnectWise
- Understanding of common technology platforms, including Active Directory, O365, networking, firewalls, wireless and cloud
- Basic operating system knowledge of Windows and Windows Server
- Working knowledge of virtualization platforms such as Hyper-V and VMware
- Understanding of WAN/LAN/VPN and other remote technologies
- Self-motivated with the ability to work in a fast-moving environment
- Provide outstanding client service (measured by CSAT)
- Ability to navigate and prioritize requests from email, phone, and chat
- Understanding of incident and problem management
- Understanding of escalation tickets to senior-level engineers
- Great troubleshooting ability to determine and solve problems
- Ability to update documentation
- Maintain a high level of productivity and industry knowledge
Your Qualifications:
- 1 – 3 years of related experience
- Bachelor’s degree in Information Technology
- Microsoft Operating Systems / Microsoft 365 / Azure experience is a plus
- Cisco networking and Security experience is a plus