Technician, Managed Services
About The Position
The Technician, Managed Services provides initial, tier one technical support to customers via inbound calls, email, in-person meetings and video calling by handling inquiries and troubleshooting basic technical product-related issues. The ideal candidate is a dedicated, relentless problem solver who gathers information to identify and assess the nature of the problem under moderate supervision. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.
Requirements
- Strong oral and written communication skills
- Effective time management and multi-tasking skills
- Maintains the ability to stay organized and be detail-oriented
- Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
- Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
- Knowledge of remote management tools
- Ability to troubleshoot and configure workstations and hardware such as: printers, laptops, etc.
- Ability to lift at least 50 pounds
- A minimum of one years' work experience in a professional services position with strong communication and interpersonal skills amongst team members and customers
- Experience with Office 365 and Microsoft's Software/Applications: Excel, Outlook, Word, Teams
Nice To Haves
- Preferred experience of 6 months working in a call center environment
- Bachelor’s degree in a related discipline or equivalence of professional work
- Experience with any of the following systems: ConnectWise, Solarwinds, Cisco
- Experience with Mac OS
- Understanding of SharePoint, OneDrive
- CompTIA A+ certification, Microsoft Windows certification and/or Apple Mac OS certification a plus.
Responsibilities
- Assist in monitoring and troubleshooting incidents based on established documentation to identify the nature and resolution of problems and perform incident escalation as needed.
- Responsible for routing incoming requests, incidents, or changes to the appropriate resolver groups if unable to troubleshoot the incident based on the established list of responsibilities.
- Must have excellent troubleshooting skills, be able to triage a customer's issue based on the response catalogue, getting to the root of the problem in a timely matter and document issue(s).
- Provide hardware/software support, documentation, support logs and other related information throughout the troubleshooting process.
- Adhere to response catalogue and established team processes and ensure consistent services across all tickets and issues.
- Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution.
- Provide support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.
Benefits
- Rich Medical and prescription plans
- Dental & Vision
- Paid Holidays and Flexible Paid Time Off
- 401K/401K Roth with Safe Harbor matching
- Stock Appreciation Rights
- Company-paid life insurance, long-term and short-term disability insurance
- Company-paid mental health support & financial wellness services
- FSA for medical and dependent care
- HSA option with compatible medical plan
- Company-paid training, materials, and exams
- Performance-based bonuses
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
