Technical Support Jobs

About The Position

Requirements

• Valid Drivers’ license and insurance
• Ability to operate a motor vehicle
• Strong customer service skills
• Excellent communication and interpersonal skills, both verbal and written.
• Ability to work collaboratively in a team environment to get results and resolve customer needs.
• Ability to investigate and find the root cause of issues and follow through with corrective actions.
• Comfortable demanding excellence in self and team to ensure successful resolution of service requests.
• Ability to act as a higher-level resource for escalation
• Ability to adapt/modify troubleshooting techniques to address the situation
• Knowledge of VPN/Remote access technologies
• Microsoft Hyper-V and VMWare vCenter/ESXi
• Windows Server
• Windows Desktop
• Networking and firewall administration
• Microsoft Exchange Administration
• Microsoft 365 Administration
• Associate's degree in computer science or related field or equivalent work experience
• 4 Years experience in Information Technology or related field
• 2+ Years experience in End User Support

Nice To Haves

• Veeam backup/recovery

Responsibilities

• Provide support to resolve client issues via phone, email, and on-site visits with MS365, Outlook, Spam Filtering, and Routing.
• Resolve specific Line of Business Applications for clients (Financial, QuickBooks, Autodesk, Sage, Adobe)
• Provide MS365 Support (licensing management, business applications, office suite, azure)
• Provide technical support and guidance to resolve user’s technical issues.
• Communicate with users utilizing a support ticketing system to assess the scope of the problem and resolve, as needed.
• Determine the severity of an incident and take appropriate action to resolve or escalate as appropriate.
• Update assigned tickets, resolving as required until completion.
• Communicate with vendors on technical issues and resolve with client as appropriate.
• Set up PCs for new users or companies, updating existing user hardware, and imaging laptops/workstations.
• Resolve and troubleshoot networking issues (switches, firewalls, wireless, and configuring VPN).
• Resolve client printing issues.
• Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.
• Coordinates service or replacement of defective products from vendors and manufacturers.
• Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new hardware.
• Gather defined needs, enter information into ticketing system to help prepare quotes for new hardware.
• Manage and maintain client’s Active Directory and NTFS Permissions for user administration.
• Manage Group Policy administration for client domain including application installations, password management, and printer management.
• Perform Line of Business Integrations to ensure applications perform efficiently with servers and workstations.
• Manage domain renewals and SSL certificate renewals and implementation.
• Provide client server hardware support.
• Install, update, troubleshoot, and patch software and applications to ensure efficient performance.
• Conduct preventative maintenance activities, according to the recommended schedule for optimal performance.
• Create standardized documentation for line of business configurations, purchase approvals, passwords, and other client information.
• Drafts or revises internal processes and procedures.
• Maintains logs of support services provided in the ticketing system.
• Utilize time entry system to capture accurate time allocation.
• Train L1 Analysts on new concepts and internal processes by reviewing and analyzing trouble tickets.
• Attend bi-weekly team meetings and company meetings, as needed.

Benefits

• Medical, Dental, and Vision Insurance
• Short- & Long-Term Disability Insurance
• 401K Matching
• Paid Vacation & Holidays