Technical Support Representative

Job Description

Join one of the region's top IT services firms! We are a Microsoft Gold Certified Partner specializing in outsourced IT services. We offer Managed Network Services, Customer Relationship Management (CRM) and Voice over IP solutions. For over 25 years we have provided innovative technology solutions to businesses in the region. The Technical Services Representative L1 role provides client-centered, efficient, and effective remote or onsite support to clients. You will help minimize downtime and the impact of disruptions in client IT environments by providing rapid effective response to reported issues via tickets. This role will provide you with experience and exposure to lots of different technologies and allow you to expand your knowledge in the IT arena while helping another individual solve their IT needs while helping others solve their IT needs.

Responsibilities

The right candidate for the role will have the ability to:

  • Receive incoming Level 1 service tickets and resolve technical issues while communicating with the customer throughout the process
  • Provide Technical Support assistance over the phone or on-site as needed
  • Computer Hardware; Software Troubleshooting
  • Working Knowledge and understanding of Windows 7-10, Office 365 Suite, Windows Server OS 2012-19, Firewalls/Routers/Switches
  • Basic networking/troubleshooting knowledge
  • Desktop support knowledge; including fixing Microsoft Office products
  • Daily Backup checks as well as Backup issue remediation
  • Working with Android and Apple mobile devices to support client mobile applications
  • PC builds and System Imaging tools
  • Microsoft Windows Patching and System updates

Knowledge, Skills, and Abilities:

  • Must have excellent communication skills and be Client-Focused
  • Knowledge of Active Directory, Exchange On-Prem, Online or Office 365 admin Center
  • Knowledge of Ticketing system and Monitoring Software
  • Experience required with Windows desktop operating systems
  • Understanding of TCP/IP and troubleshooting Internet connectivity
  • Working Knowledge of Wireless Technologies and related hardware
  • Must be self-driven with a desire to constantly learn new technologies

Credentials and Experience:

  • At least 1 year of MSP helpdesk experience (or equivalent)
  • Highschool Diploma or Equivalent
  • IT Certification is a plus (CompTIA, Microsoft, etc)

Benefits

We are fully invested in the growth and well-being of our employees and offer the following benefits to our employees in all locations:

  • Competitive Salary
  • 401K with Match
  • Medical, Dental, Vision
  • Health Savings Account
  • Life Insurance
  • Short and Long-Term Disability
  • PTO plus Paid Holidays
  • Training and development opportunities

Job Type:

  • Full Time

Schedule:

  • 8 hour shift
  • On call

Education:

  • High school or equivalent (Preferred)

Experience:

  • Customer Service: 1 year (Preferred)

Work Location:

  • One location

Work Remotely:

  • Yes
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