Solution Center Technician I

AMERICAN SYSTEMS • Weaverville, NC

17d • $18 - $31

About The Position

As Solution Center Technician I, you will perform Tier I information technology related help desk duties by providing over the phone support in a 24/7 environment for Epsilon's internal staff and external customers. In this position you will:
Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.
Create service desk tickets utilizing ConnectWise Manage ticketing software and ensure proper ticket escalation and resolution.
Install and maintain networks, systems, field services, and/or telephony as directed.
Install and maintain the following products as directed: Cisco, Security, Servers, Small Business Servers, OpenDNS, SonicWall, ESET, Desktop, TDM, Video Teleconferencing, and others.
Provide technical support in person, over the phone, and/or via email, where appropriate.
Implement solutions based upon client needs by ensuring that all hardware and software work properly; assemble hardware and install or delete software.
Troubleshoot client computer equipment, ensuring it runs correctly, and recover any lost or accidentally deleted data when possible.
Monitor systems and network to ensure proper management of information technology.
Meet customer needs and ensure customer satisfaction.
Use documentation within the Epsilon knowledge base to assist customers. Also, work with team members to establish and maintain customer documentation.
Escalate process and policy issues as needed.
Other work duties as assigned.

Requirements

• Bachelors’ Degree or Associate Degree in Information Technology or related field is desired OR High School Diploma and relevant Information Technology certification(s)/training/years of experience in place of degree
• 0-1 years’ Information Technology experience
• Must have the ability to obtain one of the following certifications within 90 days of hire: CompTIA Network+ CE, CompTIA Security+ CE, CySA+ CE, CCNA Security, GICSP, GSEC or SSCP
• Technical knowledge of current network hardware, protocols, and standards.
• Must have excellent troubleshooting skills.
• Proficiency in Word, Excel, Outlook, database management
• Ability to communicate effectively, both verbally and in writing.
• Ability to communicate with customers over the phone in a pleasant and helpful manner in high stress situations.
• Keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service and interpersonal skills.
• Experience working in a team-oriented, collaborative environment.
• Must be available to work the weekend shift: Fri, Sat, Sun, Mon 9am-8pm EST

Nice To Haves

• Application support experience desired.
• Knowledge of applicable data privacy practices and laws desired.

Responsibilities

• Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.
• Create service desk tickets utilizing ConnectWise Manage ticketing software and ensure proper ticket escalation and resolution.
• Install and maintain networks, systems, field services, and/or telephony as directed.
• Install and maintain the following products as directed: Cisco, Security, Servers, Small Business Servers, OpenDNS, SonicWall, ESET, Desktop, TDM, Video Teleconferencing, and others.
• Provide technical support in person, over the phone, and/or via email, where appropriate.
• Implement solutions based upon client needs by ensuring that all hardware and software work properly; assemble hardware and install or delete software.
• Troubleshoot client computer equipment, ensuring it runs correctly, and recover any lost or accidentally deleted data when possible.
• Monitor systems and network to ensure proper management of information technology.
• Meet customer needs and ensure customer satisfaction.
• Use documentation within the Epsilon knowledge base to assist customers. Also, work with team members to establish and maintain customer documentation.
• Escalate process and policy issues as needed.
• Other work duties as assigned.

Benefits

• AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees