This is a fast-paced role that demands the ability to multitask as you handle and respond to incoming support tickets. The technician will field customer service inquiries via phone or email, providing both remote and onsite technical support for clients' IT networks, servers, desktops, and laptops. Responsibilities include monitoring and addressing incoming support requests through phone, email, and our ticketing system. The technician is responsible for attempting to resolve each ticket and is expected to escalate unresolved issues or contact external vendors for additional support as needed. Additionally, the technician will contribute to the company's knowledgebase by maintaining customer documentation and outlining troubleshooting procedures. Ongoing professional development is encouraged, which includes reading, research, and the pursuit of relevant certifications.

Ideal Candidate:

· Has experience in providing IT Support for a company or with a Managed Services Provider

· Strong computer hardware, software & networking skills (Primarily Windows environments)

· Has a passion for computers and technology

· Has a desire to help others

· Is comfortable meeting and speaking to new people

· Excellent listening skills to understand client computer problems

· Works well under pressure

· Excellent time management and organization skills

· Excellent troubleshooting and problem solving for hardware and software issues

· Resourceful for finding solutions independently for new/unknown issues or only needs minimal assistance to find a resolution

· Can follow instructions

· High attention to detail

· Works well with others

· Can communicate clearly in English – read and write

· Available Monday – Friday 8am – 5pm

· Willing and able to work some evening and weekends

Essential Functions:

· Provide remote and onsite IT technical support to client end users with the highest quality in customer service

· Create and process all customer service requests to resolve client issues in a timely fashion

· Perform onsite technical support and system installation at client sites.

· Utilize research tools for reviewing client documentation as needed in support activities.

· Maintain knowledgebase to ensure accurate articles for efficient client troubleshooting.

· Thoroughly document all client support services on support tickets with items such as specific steps taken to resolve issues.

· Complete technical support projects and tasks as assigned by manager.

· Perform timely follow up activities with clients by email or phone to verify success of support activities when client was unavailable for review at the time of service, for example after hour service.

· Develop & present monthly ongoing training activities to your manager and complete activities as outlined.

· Attend company meetings as required

Knowledge & Experience:

· Minimum 2 years IT working experience

· Preferred 2 years experience working for IT company or Managed Services Provider

· Excellent problem solving skills to be able to efficiently work client troubles to resolution using your knowledge, experience, system documentation, vendor support and online resources.

· Ticket System – ConnectWise (Preferred), Autotask, or other ticket system

· Remote Monitoring & Management (RMM) – N-Central, Automate/LabTech, Continuum, Autotask Endpoint Management (AEM), etc.

· Technology – Windows Servers, Active Directory, DHCP, DNS, FTP, VPN, TCP/IP, Remote Desktop, Terminal Services, Cisco ASA, Cisco Switches, Ubiquiti, Exchange, Office 365, Domain Management, Hyper-V, VMware, ESX, QuickBooks, MS Office Suite, SQL, network topology, network printers, scanners, hardware and software installation, OS installation

Requirements:

· Clean driving record

· Pass background check & Drug Test

Preferred Experience:

· IT Managed Service Provider (MSP): 2 or more years

· Network Administration: 3 or more years

Education:

· High school or equivalent

Ideal Certifications:

· Network +

· A+ Certified

Required work authorization:

· United States

Physical Requirements:

· Must be able to lift, pull, and push up to fifty pounds

· Frequent bending, stooping, crawling, lifting, and reaching

· Ability to drive a pick-up truck or van

· Must be able to operate computer equipment for extended periods of time

· Must be able to stand for extended periods of time

· Must be able to physically and legally drive a vehicle

· Flexible to work after hours and on weekends as needed

Disclaimer:

· This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities in this position. Management reserves the rights to add, modify, or change the essential functions of the job.