IT Support Technician

As an IT Support Technician, you will join our team of experts who deliver outstanding customer service and IT solutions to our clients. You will need strong technical skills and a problem-solving mindset to handle this role. You will be responsible for assisting our helpdesk engineers with end user support, call screening, call routing, and ticket creation when needed.
Job Duties:

• Monitoring ticketing system
• Triage incoming tickets and emails, capturing essential information
• Responding to clients in a timely manner
• Closing spam/junk mail tickets
• Notifying Service Coordinator of escalations
• Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests
• Document resolutions and create knowledge base articles
• Must provide quality customer service skills in all forms of communication
• Recognize and communicate potential issues immediately for rapid resolution.
• Realtime tracking of ticket notes
• Resolving inbound customer calls and inquiries in a professional and empathetic manner
• Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
• Completing software installations
• Establishing good relationships with all departments and colleagues
• Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
• Striving for one-call resolution of customer issues while communicating appropriate options in a prompt and professional manner

• Must be flexible, prioritize workload, able to manage multiple tasks, and have strong attention to detail
• Ability to effectively handle stress and pressure consistent with the job duties and industry
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Ability to supply accurate time estimates for how long a task will take
• Professional, pleasant, and patient in demeanor
• Excellent organizational, written, and verbal communication skills are necessary
• Is self-motivated and can be self-directed when necessary
• Enjoys sharing information, supporting others, and working on a team to achieve team goals
• Experience required with Windows operating systems
• Knowledge of office equipment (copiers, fax, printers, etc.)
• Understanding of support tools, techniques, and how technology is used to supply IT services
• Regular attendance and timeliness

• Ability to prioritize tasks and adapt to changes quickly
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
• Must be able to work with a team and broad user community
• Ability to lift and move >50lb
• Must pass a background check

• Engineer with a minimum of 1+ year experience
• Minimum 1 years’ experience – Windows 10
• Minimum 1 years’ experience – Office 365
• Minimum 1 years’ experience – Switching, VLAN (Virtual LAN), Routing, Firewalling Support
• Minimum 1 years’ experience – Wireless Networking
• Has at least one certification. The following certifications are preferred: MCITP, MCP, CCNA/CCDA/CCNP, Network+, Apple, A+, Net +, Security +
• Solid dependable engineer, follows directions and maximizes billing opportunities
• Consistently receives good client feedback

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