The Off-Site Brite L1 Technician is responsible for performing all essential duties of an ITIL-based Service Desk for a leading Managed Service Provider. This role is responsible for managing multiple IT tickets while onsite supporting the clients network, systems, and IT infrastructure. The Off-Site Brite L1 Technician is required to analyze issues, troubleshoot problems, and deliver appropriate resolutions in a timely and professional manner. The clients policy mandates a professional dress and grooming standard. This includes maintaining good hygiene and a clean-shaven appearance. Hair, including facial hair, must be neatly trimmed and shaven to present a professional image. As you are the face of Brite at this location. This position also involves researching and testing new products, tools, and features to ensure reliable and high-quality user experience for the clients staff and end users.
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This role is for a customer located in Buffalo, NY, candidates must live in that region to work onsite daily.
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Manage and prioritize service tickets for a single customer environment in accordance with defined SLAs.
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Serve as the Face of Brite and point of contact for all enduser IT support requests for the assigned customer.
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Ensure a high level of customer satisfaction by owning each ticket from initial contact through resolution and followup.
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Troubleshoot basic to intermediate computer, application, and network issues via phone, walkie talkie radio, email, and remote support tools.
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Perform indepth documentation of troubleshooting steps, resolutions, and outcomes in customerspecific documentation systems.
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Accurately document all customer interactions, status updates, and resolutions within the ticketing system.
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Run diagnostics and evaluate results to identify and resolve workstation, software, and peripheral issues.
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Identify recurring issues and trends, and escalate systemic or complex problems to the appropriate escalation teams when necessary.
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Coordinate and perform support to clients user’s workstation, printer, and peripheral troubleshooting and repairs as required.
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Proactively analyze software and hardware issues to prevent repeat incidents within the customer environment.
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Maintain and improve customerspecific documentation, procedures, and knowledge base to ensure consistent and efficient support.
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Participates in special projects as required.
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Accomplishes all other duties and tasks as appropriately assigned or requested.
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Desktop and printer breakdowns/setups
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Office Restructuring support
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Assist with NOC (Brite HQ) when needed
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Bachelor’s degree in Computer Science, Management Information Systems, or related field and at least two years of experience in an enduser support role within a high volume, time sensitive support environment.
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A+, Security+, Checkpoint CCSA, Network+, MCSE certifications preferred.
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Experience in cloud backup solutions, Datto a plus.
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Knowledge in troubleshooting and resolving workstationbased software issues with Microsoft Windows 11 Microsoft, Microsoft Online Services, including Office 365, and domain and workgroup environments.
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Strong hardware repair and troubleshooting skills with PC desktops and laptops.
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Ability to support and troubleshoot serverbased software issues with Microsoft Windows Server 2016 and newer, Microsoft Windows Active Directory Microsoft PowerShell, major antivirus solutions, and enterprise class backup solutions.
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Phone etiquette.
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Ability to address a variety of technical issues.
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Troubleshooting Cisco network switches and VLANS with Brite HQ Team members to help resolve issues
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Customer service skills.
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Excellent listening skills.
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Exceptional verbal and written communication skills.
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Effective project management skills.
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Selfdirected and results oriented.
Brite People. Brite Solutions.
