Service Technician

Cyber Advisors•Wilmington, NC

9d•Onsite

About The Position

Cyber Advisors is looking to add a Service Technician to our team. Cyber Advisors provides employees opportunities for growth and learning while servicing a dynamic customer base. Our customers depend on us as their technology consultants and you will be expected to play a major role in our growth and success. You will also build your own skill set as you are exposed to many different types of applications, environments, and platforms. We believe a healthy work-life balance is paramount to the success of our team. You will work based out of our Wilmington, NC office supporting our small to medium-sized business clients over the phone and via remote support tools. You will troubleshoot hardware & software, setup user accounts and profiles, and provide great customer service. The Cyber Advisors Service Technician is not an entry level position and will require a combination of skills and experience for consideration.

Requirements

Education: MCSA or two-year college degree in Information Technology; or equivalent experience.
Two years related experience with helpdesk/desktop support in a professional environment
Call center or client-facing experience
Strong PC Operating System, hardware, and networking fundamentals
Active Directory: managing user accounts, security groups, and permissions
LAN Fundamentals: functional understanding of DHCP, DNS, and network access control
Client/Server Fundamentals: file servers, file and folder permissions, print servers
Email Delivery Fundamentals, including MX records and email filtering
Data Backup and Restore Fundamentals
Security: identifying and resolving malicious software issues
Strong interpersonal skills required to effectively communicate with users and vendors
Willingness to work as part of a team to deliver quality service to our clients
Strong work ethic
Time management and task prioritization skills
Must be able to pass a criminal background check and drug screen.

Responsibilities

Provide direct technical assistance to clients utilizing remote support tools or in-person
Troubleshoot and resolve technical problems without supervision
Provide escalation support to the Service Desk and assistance to Engineers
Identify opportunities to enhance end-user experience
Document time, customer correspondence, and problem resolutions
Assist account managers by reviewing existing systems, identifying needed improvements, and recommending appropriate equipment
Engage external support vendors as needed
Maintain knowledge of professional trends
Communicate with customer users
Perform work outside of standard business hours as needed, including on weekends and holidays when necessary, as well as being a part of the on-call support rotation
Routine management of systems and networks
Maintain good working knowledge and certifications of products and solutions as customers’ needs dictate
Maintain documentation of work performed
Participate in regular team and staff meetings
Other duties as assigned