IT Technical Support (Hybrid)

Job Title: IT Support Technician

Reporting to: IT Support Team Lead

Purpose:

The IT Support Technician plays a key role for all IT related incidents and service requests. The role of the IT Support Technician is to provides first- and second-line support for our clients. The IT Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support group work in a dynamic, fast-paced environment which provides services from within our ticketing system, over the phone, and in person.

General Roles and Responsibilities:

-Resolves Level 1 and Level 2 issues. Handles elevates complex and/or high priority problems; escalate to appropriate management for resolution as needed (IT Support Manager, etc.)

-IT Service Desk - provides first level technical support through phone, email and chat support to resolve technical end user service and support requests

-Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution

-Follow-up with end users to provide status updates as per service level guidelines (SLA's)

-Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets).

-Communicates with customers at all levels of technical and non-technical skills sets

-Follow all standard operating procedures (SOP) through the effective use of Knowledge management.

-Work collaboratively with people across the company.

-Support for PCs, laptops, printers, cell phones, and tablets etc.

-Support end users in their use of applications such as Microsoft 365, ERP, CRM, VPN, MDM.

-Be willing keep up to date with the latest technology and internal system processes.

-Provide after-hours coverage and support as needed, on a rotating schedule or as needed basis.

-Be able to escalate issues to the IT Support Manager and remain primary point of contact on the ticket.

MSP experience (preferred)

What Drives You:

-Want to deliver outstanding customer service

-Willingness to learn and develop new skills

-Dedicated and able to work to deadlines

-Ownership and follow up skills

-Able to work both as part of a team or under own initiative

-Able to take responsibility for own actions and performance

-Have a positive attitude to customer problems and incidents in a high-pressured environment

Must possess a High School Diploma or Equivalent. Additional education or certifications are a plus!