Responsibilities and Duties:
Frontline support for inbound customer support requests for our client base. Work to resolve technical issues that our clients face with their day-to-day operations. Implement and document known issues in customer environments. Work as a part of a full help desk team to provide our clients with the absolute best level of customer service that we can. Provide remote and on-site technical assistance to users on various types of service requests; coordinate with technical staff when problems require additional analysis or assistance. Document and follow-up on service tickets using Hola PSA or Similar. Assist in reviewing and analyzing problems and determining solutions.
Qualifications and Skills:- Provide remote and on-site technical assistance to users on various types of service requests; coordinate with technical staff when problems require additional analysis or assistance.
- Document and follow-up on service tickets using Halo PSA or similar
- Assist in reviewing and analyzing problems and determining solutions
- Professional level experience in being a part of a team
- Professional level experience in Microsoft Windows Workstation Environment (IE. Windows 10, Win 11 Pro)
- Professional level experience in Customer Service
- Working knowledge of documentation
- Working knowledge of Microsoft Office Applications
- Working knowledge of Microsoft Windows Server Environment(IE. Windows Server 2016, 2019, 2022)
- Working knowledge of basic networking equipment and protocols(IE. SonicWall, Unifi, DNS)
- Basic understanding of Ticketing CRM Systems
- Remote Management (RMM Tools Experience)
- Basic understanding of IT Glue/IT BOOSTAbility to de-escalate a customer for a team member
- Ability to determine client needs via phone/email communication
- Expert level in basic troubleshooting
- Professional knowledge of Microsoft Windows Server Environment
- Ability to Implement / Configure / Deploy Servers
- Ability to troubleshoot more advanced services
- Professional knowledge of basic networking equipment and protocols
- Working knowledge of VPNs (SSL, GVC, Site-2-Site)
- Working knowledge of LANs/WANsWorking knowledge of Unifi Controller
- Professional knowledge of documentation
Requirements:- Candidate must have solid multi-tasking, troubleshooting, prioritizing, and follow-up skills.
- Respond to clients' needs in a timely, professional manner.
- Provide guidance and technical support to current business customers.
- Strong written and verbal communication skills.
- Must have own vehicle with valid Driver's License.
- Local Candidates
- Office Position On Site (No Remote)
- Occasional Weekend Support (On Call Rotation)
Compensation & Benefits:- Competitive salary (based on experience)
- Health insurance
- Paid time off and holidays
- Professional development and certification support 401(k) with company match (if applicable)
Why Join Us:- Work with a collaborative and technically strong team
- Exposure to diverse technologies and client environments
- Opportunities for career growth within the MSP organization
