Service Desk Technician Level 1 – MSP

Valeo Networks•Sharonville, OH

11d•$50,000 - $75,000•Onsite

About The Position

Valeo Networks is seeking a highly motivated, self-driven, on-site technical support professional for its customer-facing technical support team. The technician will support customers both remotely and at client sites, resolve end-user issues, install servers and firewalls, prioritize and document support requests, and troubleshoot server and network issues, escalating them when needed. Attention to detail, a positive attitude, and strong customer service skills are important. The position calls for ongoing learning and improvement, with opportunities for professional development and career growth. Client on-sites are required, so candidates must live in or near Cincinnati, Ohio. This is a full-time role; overtime may be required for emergencies, heavy workloads, or other issues.

Requirements

3–5 years of experience in technical support, a support desk, or the IT industry.
Strong Windows troubleshooting and problem-solving skills.
Some experience troubleshooting servers.
Experience with firewalls.
Ability to troubleshoot printer issues, internet connectivity, FTP file transfers, and webmail access.
Ability to resolve mapped-drive connection issues, logon scripts, and new-user account setup.
Ability to troubleshoot virus-infected workstations and laptops.
Knowledge of file rights, folder permissions, offline folders, and remote file sharing.
Knowledge of wireless access, wireless peripherals, Bluetooth devices, VPN connections, remote desktop, terminal services, and remote web workplace.
Willingness to learn and grow with team members and co-workers.
Attention to detail, documentation skills, a positive attitude, and customer service skills.
Must live in or near Cincinnati, Ohio, due to required client on-site visits.

Nice To Haves

Previous experience using ConnectWise.
Previous experience using Kaseya family of products.
A+, MCP, or MCSE certifications.

Responsibilities

Provide technical support to customers and address end-user support tickets.
Travel to client sites to provide on-site support.
Install servers and firewalls.
Prioritize and document support requests.
Troubleshoot Windows, server, network, connectivity, and end-user issues.
Resolve server and networking problems and escalate them when needed.
Troubleshoot printer, user-account, mapped-drive, permissions, wireless, VPN, remote-access, and virus-infected workstation or laptop issues.
Maintain customer satisfaction through direct, professional customer service.