Support Services Technician

Veracity Technologies • Minnetonka, MN

14h

About The Position

As a Support Services Technician you will work on our Service Desk and be our single point of contact for reactive support from our clients. The Service Desk is where our clients will judge our support. Below is a breakdown of the SS Technician’s area of responsibilities.

Requirements

• Great communication & customer service skills are an absolute must. You will be frequently communicating with business owners and end-users.
• Your typical work week will be Monday – Friday, 8 hours/day. Over time and flexible scheduling is required at times to support our clients. You will be a member of an on-call rotation that provides emergency, after-hours support to our clients. On average you will be on-call for 1 week, every 10 weeks.
• An ideal candidate will have at least 2-years prior Managed Services Provider-related experience and possess years of experience with desktop & server operating systems, printer troubleshooting, phone support, working with a ticketing system, an RMM, Microsoft Office 365 administration, and User Management via Active Directory, MDM management via Intune, Jamf, and cloud user management via Entra & Exchange Online.
• Self-motivated when projects are assigned; creates a task list; and works that list with minimal guidance. Reporting back to the Service Manager & clientele on progress/issues. We cannot afford to micro-manage.
• Exceptional communication, documentation, time management, & task management skills.
• Above average organization skills, a strong work ethic, is a team player, and can demonstrate problem solving skills.
• Committed to professional development & technical training. Maintaining current certifications is a requirement.
• Ability to excel in a structured environment.
• Ability to work with a team to help prioritize and resolve issues as quickly as possible.
• Thrives at meeting deadlines. Communicates progress to all affected parties.

Responsibilities

• Manage our clients’ expectations
• Keep clients updated while their issues are being resolved.
• Work reactive issues via phone, email, & support portal through our “Reliant+” Service Board.
• Escalate reactive issues that cannot be resolved in a timely manner or require additional assistance to our Service Manager.
• Perform diagnosis on workstations.
• Process warranty repairs.
• Process new computer setups for deployment to clients.
• Meet our SLA goals for the Service Tickets.
• Escalate issues that cannot be resolved remotely.
• Simple moves/adds/changes.
• Make recommendations to streamline our services & support.
• Any other duties assigned from the Management Team.

Benefits

• We have a lunch room and keep a fridge stocked with drinks for our team members.
• We have a lot of equipment (servers, etc.) & NFR software allowing you to truly play and learn.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed