Tech Concierge (Entry IT)

Job Duties and Responsibilities: Deliver support through prompt response to calls, emails, and ticket generation. Conduct follow-ups, ticket reviews, and other client experience-related tasks. Collaborate/Shadow with Concierges and service department engineers to further learning and build on troubleshooting knowledge base. Collaborate with other departments for efficient problem resolution and ticket escalation. Assist in coordinating work, scheduling service delivery, and managing IT service for clients. Provide support through ticket creation, escalation, and remediation of entry-level support tasks. Be able to handle stressful and minor confrontational situations with customers, ensuring professionalism and effective resolution of issues, including addressing frustrations and escalating concerns when necessary. Identify areas for improvement and provide constructive suggestions for change. Continuously seek opportunities to enhance customer satisfaction and deepen client relationships. Ensure consistency in existing systems by creating, maintaining, and enforcing standard operating procedures (SOPs). Contribute to the creation of internal processes and procedures documentation related to duties and responsibilities. Responsible for timely note entry within ConnectWise. Engage in continuous learning by regularly reviewing industry publications and online resources to stay abreast of the latest trends and advancements.

Education and Experience: High school diploma or GED required. Associates degree in Computer Science, Business Administration, or a related field preferred. Professional IT Certifications (CompTIA A+, Network+, Security+) are advantageous. At least 3 years of experience in a customer service role is preferred. Previous experience in a call center or a similar IT support role is advantageous.

Knowledge, Skills and Abilities: Proficient in phone-based client engagement and de-escalation. Working knowledge of computer networking technologies, modern Microsoft Windows desktop operating systems, and familiarity with basic Windows server functions. Knowledge of Microsoft Office productivity suites. Familiarity with administering common routers such as Cisco, SonicWall, Fortinet, etc. Knowledge of networking systems and tools, including HP and Cisco switches, VLAN, VPN, NAT, Routing, and Wireless technologies. Basic knowledge of systems and tools like Exchange, SQL, StorageCraft, SAN, Citrix, VMware, Hyper-V, O365, Azure, Active Directory, Group Policy, and other MS Cloud and Hosted Solutions. Strong customer service, communication, and documentation skills, with the ability to effectively relay information to other teams while keeping clients satisfied. Proficiency in improvisation and adaptation to effectively address client needs and concerns beyond technical knowledge. Continuously growing knowledge of industry applications, processes, software, and equipment. Strong organizational, presentation, and customer service skills. Developing skills in planning and preparing written communications. Interpersonal skills, including telephony, communication, active listening, and customer care. Ability to multitask, adapt to changes quickly, work in a team, and communicate effectively. Understanding and awareness of the key services offered by the organization, for which support is provided. Understanding of support tools, techniques, and how technology is used to provide services. Self-motivated with the ability to work in a fast-paced environment.