Job Summary
IT Support Specialist
Job Title:
The Service Technician is responsible for handling support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
Basic Functions:
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
- Support of disaster recovery solutions.
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
- System documentation maintenance and review in ConnectWise.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages. Additional Duties and Responsibilities: • Improve customer service, perception, and satisfaction.
- Fast turnaround of customer requests.
- Ability to work in a team and communicate effectively.
- Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
- Escalate service requests that require engineer level support.
- Responsible for entering time and expenses in ConnectWise as they occur.
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
- Enter all work as service tickets in ConnectWise. Knowledge, Skills, and/or Abilities
Required:
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Advanced understanding of operating systems, business applications, printing systems, and network systems.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
- Diagnosis skills of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: ability to match resources to technical issues appropriately.
- Service awareness of all organization’s key services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast moving environment.
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- LAN: 3y ear (Preferred)
- Network Engineers & Analysts: 3 year (Preferred)
- Computer networking: 3 years (Preferred)
Job Types: Contract, Full-time
Pay: $20.00 - $35.00 per hour
Application Question(s):
- Do you have any certifications? CompTIA A+, CompTIA Network+, CCNA ?
- How many years of Active Directory experience? How many years?
- Have you worked for an MSP ?
- Can you configure router and switches from start to finish?
- Which networks router and switches are you familiar with? Cisco, Linux etc?
- Do you have at least 3 years of WAN/LAN experience
- How many years of VPN experience do you have?
- How many years of VOIP experience do you have?
- Which level of support are you currently at ? Level I,II or III
- Do you have Autotask experience?
- Do you have on boarding and off boarding experience?
- How many years of office 365 experience do you have?
- How many years of imaging experience ?
- How many years of Window 10 + experience?
Work Location: Hybrid remote in Royal Oak, MI 48067
