Support Technician
Overview:
ASupport Technicianwill be expected to provide fast and useful technical assistance on various technology-based systems. In addition, the Support Technician will answer queries on fundamental technical issues and offer advice to solve them.
An excellent Support Technician must have solid technical knowledge and communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient in dealing with demanding customers.
The goal is to create value for clients that will help preserve Vertilocity's reputation and business.
Vertilocity's Support is far more dynamic than typical service desks, wherein our employees are provided the opportunity to learn and work on all aspects of our client's technology. In doing so, Vertilocity provides staff with the ability to advance in their career paths and skill-set. Vertilocity offers our Support Technicians a career, not a job.
Responsibilities:
- Provide end-user remote support and remediation for automated incidents as assigned.
- Work on Support incidents that come in via phone, email, or customer portal.
- Monitor and manage system alerts and notifications, and respond accordingly through service incidents.
- Support technical issues involving Microsoft's core business applications and operating systems.
- Support disaster recovery solutions.
- Installation and configuration of workstations.
- Malware removal.
- Configure users in Microsoft Domain Environment.
- Essential technical support at the network level: WAN and LAN connectivity, routers, firewalls, WiFi, and security.
- Install and configuration of a variety of Line of Business Applications.
- Support print quality and printer networking issues.
- Improve customer service, perception, and satisfaction.
- Fast turnaround of customer requests.
- Ability to work in a team and communicate effectively.
- Work with the Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
- Escalate service requests that require Senior-level support.
- Enter time and expenses as they occur.
- Understand Vertilocity's internal processes by completing assigned training materials.
- Enter all work as service incidents as it occurs.
- System documentation maintenance and review.
- Communication with customers keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Reports to:
- Network Administrator and Support Services Supervisor.
Qualifications:
- Demonstrated ability to solve problems and quickly learn new technology.
- Responsible, professional, and motivated.
- 1+ years' experience Information Technology experience.
- Experience with PSA and RMM tools.
Education:
- A technical degree in an IT related field or equivalent work experience.
Type:
Benefits:
- Unlimited PTO
- Medical
- Dental
- Vision
- 401k
Salary:
- Salary is highly competitive and based on an individual's experience, region of employment, and recognized personal achievements and certifications.
