Advanced IT Support Technician

Job Description

We are seeking a senior-level Support Technician to join our team! Specifically, we are looking for someone who loves working technical support and will excel at solving reactive issues for our clients. The ideal candidate will have minimum 5 years of experience supporting a variety of environments with a wide range of technology.

We are a fast paced and quickly growing Managed Service Provider, providing IT support for our small and medium business clients across all industries. This position will spend time working on reactive issues on the help desk, assisting on various projects, and completing proactive and maintenance tasks.

Responsibilities:

Provide technical assistance with computer hardware, software, networking equipment and various peripherals.

Work with other members of the support team, helping them solve difficult problems.

Develop and lead trainings amongst the support team.

Resolve issues for clients via phone, in person, or via email.

Recommend hardware and software improvements.

Track customer issues and resolutions via our ticketing system.

Track all time for billing and team metrics.

Qualifications:

Minimum 5 years experience in IT Support

Experience with a Managed Service Provider a huge plus

Strong customer service skills and sense is a must

Ability to communicate efficiently via email, on the phone and in person

Ability to build rapport with clients

Strong troubleshooting and critical thinking skills

Positive and professional demeanor

Organization and the ability to manage a workload

Technical Qualifications:

Qualified candidate will have worked with, have knowledge of, or be very familiar with:

All modern Microsoft Windows Operating Systems, Workstation and Server versions.

Apple hardware, Macs, iPhones, and OSX.

Networking, TCP\IP and common troubleshooting commands.

Printers, specifically in a business environment.

Ability to troubleshoot and support networking hardware including firewalls, switches, routers, and wireless access points.

Active Directory

Azure Active Directory

Anti Virus

G Suite for Business

Microsoft 365/Office 365

VoIP Phone systems

DNS

Backup and Recovery

Intune

Spam Filtering

Cyber Security

Non Technical Qualifications:

Communication, written and verbal

Punctuality

Self-starter

Problem solving

Hustle

Inter-personal skills

Empathy

Ethical

Good attitude

Confidence

Sense of humor