Overview:
We seek a highly skilled Senior Technical Support professional to join our team. The ideal candidate will have expertise in computer management, Microsoft 365 Administration, software troubleshooting, Windows and Apple operating systems, computer hardware, and excellent communication skills.
The Technical Support Specialist II role is the cornerstone of Jafferson Computers, being the first line of support any customer will encounter. The position requires a customer-centric mindset. The company is focused on providing an incredible customer experience, not just behind-the-scenes technology support. As a technician, you will be part of a team and collaborate regularly while having a mix of hands-on, detail-oriented work. We do not apply band-aids at Jafferson Computers; we provide long-term solutions to our clients.
Responsibilities:
- Provide advanced technical support for IT infrastructure including hardware, software, and network-related issues
- Suppport client with Microsoft 365 Administrations tasks
- Troubleshoot and resolve complex technical problems with efficiency
- Manage and maintain computer systems and peripherals
- Utilize ServiceNow or similar ticketing system to track and document support requests
- Collaborate with team members to improve technical support processes
- Communicate effectively with end-users to provide guidance and assistance
- Installing, configuring, and troubleshooting computer hardware, software, systems, networks, printers, and scanners
- Monitoring and maintaining computer systems and networks
- Responding in a timely manner to service issues and requests
- Providing technical support across the company (this may be in person or over the phone)
- Setting up accounts for new users
- Repairing and replacing equipment as necessary
- Testing new technology
- Assisting Level I technicians
Requirements:
- Proven experience in technical support roles
- Experience with Microsoft 365 Administration
- Proficiency in Windows operating systems and computer hardware
- Proficiency in Apple Mac operating systems and Apple computer hardware
- Strong knowledge of IT support principles and practices
- Familiarity with IT service management tools
- Excellent communication skills, both verbal and written
- Ability to work independently and as part of a team
- Prior experience in an office environment is a plus
- CompTIA A+ & Network+ (or equivalent) preferred
- MSP Experience Strongly Preferred
- Network Understanding
- Windows 10/11
- Windows Server
- Microsoft Office
- Microsoft 365
-Microsoft 365 Adminitration (preferred certification)
- Microsoft Intune
- Microsoft Entra
- macOS
- Desktop/Laptop Support
- Strong troubleshooting skills
- Ability to work independently and collaboratively
- Excellent communication and customer service skills
- Technical aptitude and service skills
- Utilize a ticketing system to document
- Must be able to work 40+ hours a week
- Must have reliable and insured transportation with a clean driving record
This is an exciting opportunity for a Senior Technical Support professional to contribute their expertise in a dynamic IT environment. Advancement opportunities are available for those interested in growing in the field, including Technical Operations Manager, System Administrator, Network Administrator, Cyber Security Specialist and various other positions based on performance.
Job Types: Full-time, Part-time
Pay: $29,801.00 - $39,935.00 per year
Compensation Package:
Experience:
- Customer service: 3 years (Required)
Ability to Commute:
- Ypsilanti, MI 48197 (Required)
Ability to Relocate:
- Ypsilanti, MI 48197: Relocate before starting work (Required)
Work Location: In person
