Support Technician

Inspired Technologies, Inc.•Bunnell, FL

4d•$40,000 - $55,000

About The Position

The Support Technician provides remote and onsite technical support to customers’ IT networks, servers, desktop and laptop systems. The role receives and responds to customer requests by phone, email, and ticketing system in a fast-paced, multitasking environment. The technician works to resolve tickets, escalating issues or contacting vendors when needed, and maintains customer documentation and troubleshooting guidance in the company knowledgebase. The position also involves ongoing education through reading, research, certifications, and training activities. The role includes onsite support and system installations at client locations, timely ticket documentation and follow-up with clients, completion of assigned projects, and attendance at company meetings. The schedule is Monday through Friday, 8 a.m. to 5 p.m., with some evening and weekend work as needed. Candidates must have a clean driving record, pass a background check and drug test, and be authorized to work in the United States.

Requirements

Minimum of 2 years of IT work experience.
2 years of IT Managed Service Provider (MSP) experience.
3 years of network administration experience.
Knowledge of computer hardware, software, networking, and primarily Windows environments.
Strong problem-solving and troubleshooting skills for hardware and software issues.
Ability to resolve client issues using knowledge, experience, system documentation, vendor support, and online resources.
Experience with a ticket system; ConnectWise is preferred, or Autotask or another ticket system.
Familiarity with Remote Monitoring & Management (RMM) platforms such as Automate/LabTech, Continuum, or Autotask Endpoint Management (AEM).
Technology knowledge covering 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, network topology, network printers, scanners, hardware and software installation, and OS installation.
Clean driving record.
Must pass a background check and drug test.
High school or equivalent education.
Clear English communication skills, including reading and writing.
Strong listening, time management, organization, attention to detail, and customer service skills.
Ability to work well under pressure and with others, follow instructions, and find solutions independently or with minimal assistance.
Available Monday through Friday, 8 a.m. to 5 p.m., and willing and able to work some evenings and weekends.
Must be authorized to work in the United States.
Able to lift, pull, and push up to 50 pounds; frequently bend, stoop, crawl, lift, and reach; operate computer equipment for extended periods; stand for extended periods; and physically and legally drive a vehicle.

Nice To Haves

Two years of experience working for an IT company or Managed Services Provider.
ConnectWise ticket system experience.
Network+ certification.
A+ certification.

Responsibilities

Provide remote and onsite IT technical support to client end users with a high standard of customer service.
Create and process customer service requests and resolve client issues in a timely manner.
Perform onsite technical support and system installations at client sites.
Use research tools and client documentation to support troubleshooting activities.
Maintain accurate knowledgebase articles for efficient client troubleshooting.
Document client support services and specific troubleshooting steps on support tickets.
Escalate tickets that cannot be resolved independently or contact vendors as needed.
Follow up with clients by email or phone to verify successful resolution when they were unavailable during service.
Complete technical support projects and tasks assigned by the manager.
Develop and present monthly ongoing training activities to the manager and complete activities as outlined.
Attend company meetings as required.
Further technical education through reading, research, and certifications.