Tier 1 Technical Support Specialist

SemTech IT Solutions

Tier 1 Tech Support (Help Desk)

Summary

SemTech IT Solutions is looking for a professional, customer service oriented, knowledgeable, and energetic IT Consultant to join our growing IT solutions firm based in Longwood, FL. Candidate is required to provide phone support, identify, troubleshoot, and resolve Client issues with courtesy and professionalism. Excellent customer service, communication, time management, conflict resolution, and problem determination and resolution skills are essential.

Primary responsibilities

• Be the first line of defense for incoming support calls and triage or dispatch to other tiers.
• Provide remote desktop, laptop, VOIP and network problem management and resolution services to customers and end-users via Company’s communications and other solutions, processes and procedures.
• Identify, document, prioritize, troubleshoot and escalate service requests per Company’s problem management and resolution processes and SLAs.
• Maintain and pursue I.T. training competencies and certifications per Company’s established training schedule and requirements.
• Utilize Company’s PSA and RMM solutions per Company’s established processes to deliver maintenance and problem management and resolution services to customers and end-users.
• Interface with customers, end-users and vendor support resources as needed to deliver services within established SLAs.
• Maintain communication with all affected parties during problem management and resolution per Company’s established processes and procedures.
• Maintain and manage clients email issues with Office 365.
• Ability to look at current tickets and assign to available tech’s both logically and order of priority.
• Ability to handle onboarding/offboarding procedures for clients as pertains to Tier 1.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Strong ability to prioritize the issue and assign it to the appropriate Tier.
• Respond to queries over the phone, email and chat.
• Ability to keep up in a fast-paced environment and multitask different issues at the same time.
• Install, upgrade, and repair computer hardware and software.
• Create and maintain network documentation.
• Ability to manage multiple client site networks at once.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Ability to work independently, self-motivating.
• Strong organizational and time management skills. Ability to work independently as well as in a team environment.
• Ability to check and remediate alerts from our tools and escalate as needed.
• Check all of our backups daily and escalate as needed.

Experience

• 3yrs Experience Working with Windows 7-10 operating systems
• Proficient in Office apps, VOIP, Desktop troubleshooting, Mobile Support, LOB Application basic support, Following instructional guides to support clients.
• Experience in basic support of Firewalls, Switches, and Wireless Devices
• Experience with modern Layered Backup solutions and Disaster Recovery experience a plus.
• Working knowledge of Active Directory, DNS, DHCP, and other server roles experience a plus.
• Experience in a NOC role a plus.

Education

• High School Diploma or equivalent required
• MCP preferred (if not Microsoft Certification must be achieved in 90 days)
• A+ or Network+ preferred or equivalent experience required

What we look for in our employees:

• - Strong Time Management and Accountability
• - Outstanding customer service driven support
• -Team Players
• -Growth oriented individuals looking to further their IT Career