Network Technician

Inspired Technologies, Inc.•Winter Haven, FL

9d•$43,000 - $55,000•Hybrid

About The Position

This is a fast-paced role that demands the ability to multitask as you handle and respond to incoming support tickets. The technician will field customer service inquiries via phone or email, providing both remote and onsite technical support for clients' IT networks, servers, desktops, and laptops. Responsibilities include monitoring and addressing incoming support requests through phone, email, and our ticketing system. The technician is responsible for attempting to resolve each ticket and is expected to escalate unresolved issues or contact external vendors for additional support as needed. Additionally, the technician will contribute to the company's knowledgebase by maintaining customer documentation and outlining troubleshooting procedures. Ongoing professional development is encouraged, which includes reading, research, and the pursuit of relevant certifications.

Requirements

Minimum 2 years IT working experience
Clean driving record
Pass background check & Drug Test
Required work authorization: United States

Nice To Haves

Has experience in providing IT Support for a company or with a Managed Services Provider
Strong computer hardware, software & networking skills (Primarily Windows environments)
Has a passion for computers and technology
Has a desire to help others
Is comfortable meeting and speaking to new people
Excellent listening skills to understand client computer problems
Works well under pressure
Excellent time management and organization skills
Excellent troubleshooting and problem solving for hardware and software issues
Resourceful for finding solutions independently for new/unknown issues or only needs minimal assistance to find a resolution
Can follow instructions
High attention to detail
Works well with others
Can communicate clearly in English – read and write
Available Monday – Friday 8am – 5pm
Willing and able to work some evening and weekends
Preferred 2 years experience working for IT company or Managed Services Provider
Excellent problem solving skills to be able to efficiently work client troubles to resolution using your knowledge, experience, system documentation, vendor support and online resources.
Ticket System – ConnectWise (Preferred), Autotask, or other ticket system
Remote Monitoring & Management (RMM) – N-Central, Automate/LabTech, Continuum, Autotask Endpoint Management (AEM), etc.
Technology – Windows Servers, Active Directory, DHCP, DNS, FTP, VPN, TCP/IP, Remote Desktop, Terminal Services, Cisco ASA, Cisco Switches, Ubiquiti, Exchange, Office 365, Domain Management, Hyper-V, VMware, ESX, QuickBooks, MS Office Suite, SQL, network topology, network printers, scanners, hardware and software installation, OS installation
IT Managed Service Provider (MSP): 2 or more years
Network Administration: 3 or more years
Network +
A+ Certified

Responsibilities

Provide remote and onsite IT technical support to client end users with the highest quality in customer service
Create and process all customer service requests to resolve client issues in a timely fashion
Perform onsite technical support and system installation at client sites.
Utilize research tools for reviewing client documentation as needed in support activities.
Maintain knowledgebase to ensure accurate articles for efficient client troubleshooting.
Thoroughly document all client support services on support tickets with items such as specific steps taken to resolve issues.
Complete technical support projects and tasks as assigned by manager.
Perform timely follow up activities with clients by email or phone to verify success of support activities when client was unavailable for review at the time of service, for example after hour service.
Develop & present monthly ongoing training activities to your manager and complete activities as outlined.
Attend company meetings as required