Core job functions:
Answer support requests that come in via phone calls, emails and the help desk system.
Perform level 1 and 2 resolutions in support of customer networked environments. Examples include desktops, servers, client/server and web based applications, and common peripherals such as smart phones, printers, and scanners.
Perform system administration tasks, adds/changes/moves of user and computer accounts, directory permissions adjustments.
Accurately and promptly document issues and requests from customers at the time of ticket submission and during the course of support activities.
Work effectively alone and with the team.
Respond to scheduled client issues promptly.
Perform issue and problem resolution remotely, on site, or by providing clear instructions to end users as needed.
Collaborate with colleagues and other resources in support of complex issues.
Manage and update various client/server applications, escalate to vendor support as necessary.
Coordinate warranty hardware repairs with vendors.
Install and upgrade desktop and server related software and hardware.
Contribute to a growing team.
Participate in after hours on call rotation.
Skills:
Modern Microsoft Windows Desktop and Server Operations Systems
Windows 10 and 11 experience.
Windows Server 2019 and newer.
Microsoft Office 365 Admin experience.
Network Administration, Active Directory, DNS experience.
Local and network printing.
Remote support of information and infrastructure.
Support of various enterprise client/server applications.
Thin clients, Remote Desktop, Remote access.
Working with Help desk, asset management, documentation and remote monitoring applications.
Experience with iPhones, iPads, Android, Outlook Web Access, and Mobile VPN.
Professional, personable, presentable, flexible.
Requirements:
At least 2 years’ full-time experience supporting and implementing networked computer systems in a business environment.
Excellent Customer Service focus, communications skills via phone, email and in person.
Ability to work alone and in a team environment.
Excellent analytical and troubleshooting skills.
Ability to deal with frustrated callers on occasion.
Demonstrated ability to quickly learn new applications, systems and requirements.
Understanding of call flow process, call handling, call priorities and service level agreements.
Maintain and update documentation of issues, applications and systems as these occur.
Knowledge of Windows based server and desktop operating systems.
Maintain regular, timely contact with customers, ISP’s and vendors in support of customers and their systems.
Knowledge and practical experience in the use and application of popular personal computer software packages such Microsoft Office, Account applications such as QuickBooks and Peachtree, financial services applications, and various communications packages. EMRs.
Ability to understand customer needs and to initiate and implement strategies to address them as well as communicate the technical information effectively and politely to non technicians.
The desire to become an immediate contributor to our customers’ success.
Must be able to lift 40 lbs.
Valid driver’s license.
One or more technical certifications such as A+, MCP, MCSE, MCSA, CCNA and the like.
Firewall, Router and VMWare experience are a plus as is experience utilizing various MSP management tools, such as ConnectWise, AutoElevate, N-Able, SolarWinds, WUG and the like.
COMPANY CULTURE
We believe that you should enjoy work and like your coworkers. We make every opportunity to break-bread together, Chick-Fil-A Fridays and Family outings. We work hard but play harder! If you fit the description we’re looking for, then you’ll find a place that you can embrace your personality and thrive in an environment that understands work/life balance. We understand that people that enjoy their workplace produce greater results.
Realtime is the premier Managed Services Provider in the Southeastern US. We provide Information Technology Management, Service Desk Support, Strategic Direction, Audit and Compliance support-under contract and on a consultative basis for SMB’s anywhere in the country, but our focus is primarily Southern Alabama and the Panhandle of Florida. RealTime has customers operating in twelve states.
Candidate must pass background, credit check and drug screen. Valid driver’s license required and proof of auto insurance will be required.
HOW DO WE HIRE GREAT PEOPLE?
We believe in matching the right people for the right role. Once you’ve applied for a position, we will review your resume and application. As part of our selection, onboarding and development process, we use tools to help us better match candidates with our roles.
If we see a match with your skills, we will reach out to you to schedule time to talk so that we can learn more about you and you can learn about us. Only those candidates selected for further consideration will be contacted directly. We will request that you take a personality profile test; this simple test helps us to select the right candidate. We believe in investing in our employees and that starts from the very beginning.
Candidate must pass background, credit checks and drug tests; possess and maintain a valid driver’s license and provide proof of insurance upon request.
Email Word/pdf format cover letter and resume to: [email protected]
Please include verifiable professional and personal references.
