Technician, Managed Services

IT Solutions Consulting•Maitland, FL

About The Position

About ITS: Do you have the CHOPS ? IT Solutions lives its values: C lient Success is Our Success, H ungry for the Journey, O wnership Thinking, P assionate Problem Solving, and S urrender the Ego. If your values align, we want you to be a part of the fastest-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. Job Summary: 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

Ability to troubleshoot and configure workstations and hardware such as: printers, laptops, etc.
Confident and comfortable with client facing activity
Strong oral and written communication skills
Communicates effectively with internal team members, customers, clients, and stakeholders.
Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
Exceptional organizational skills, including a detailed-oriented approach, and the ability to multi-task effectively and accurately in a fast-paced environment.
Ability to lift at least 50 pounds
Bachelor's Degree, or equivalent level of experience in related field
A minimum of one years' work experience in an internal IT environment or related 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

Nice To Haves

CompTIA A+ certification, Microsoft Windows certification and/or Apple macOS certification preferred.
Preferred experience of 6 months working in a call center environment
Experience working with and providing support utilizing Remote Management Tools, preferred experience with Kaseya

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.
Communicate processes step by step with customers over the phone, and at times in person, to troubleshoot technical concerns.
Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution.
Provides support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.
Communicates processes step by step with customers over the phone, and at times in person, to troubleshoot technical concerns.