Overview
BrightFlow Technologies, one of the Carolinas’ premier MSPs, is seeking an experienced and hardworking Field Support Technician. BrightFlow Technologies has been supporting the Charlotte area for nearly a decade and a half and has built a solid reputation of fast, friendly, and reliable support. Our combination of professional support coupled with a casual environment for our technicians and engineers makes BrightFlow a fun and challenging environment to showcase your current skills and continually learn, grow and succeed.
BrightFlow's Field Support Technicians are a critical component to our continued success. Our field technicians will be the first to aid clients with support calls that require hands on service. Customer service and a positive attitude is paramount, along with a keen technical mind and the ability to diagnose and resolve the client’s issue quickly.
RESPONSIBILITIES & TASKS
CUSTOMER SERVICE
Providing a first point of contact for customers through our helpdesk, be that via phone, email, or support ticket when not in the field
Delight our clients with a friendly, timely and professional experience
On-Site hardware maintenance and support
Travel onsite and deliver equipment/troubleshoot issues while building rapport with clients.
Maintain company vehicle and exercise safety while driving
USE OF OUR TICKETING SYSTEM
Use our Ticketing System to work on and resolve helpdesk tickets & field service requests
Managing and recording all work though our ticketing system
Ensuring client documentation is well maintained.
Working closely with co-workers and the service coordinator to schedule on-sites and verify optimal support
USE OF OUR MONITORING & MANAGEMENT TOOL
Review RMM dashboard and apply remediation actions as indicated by our processes.
Review regularly scheduled/automated actions as indicated by our processes.
PROJECT WORK
Coordinate with senior engineers to help deliver project material or support success either on site or remotely
Ability to occasionally work after normal business hours to complete project work as needed
COMMUNICATION, REPORTING & RISK
Escalate tickets that require senior engineer support based on internal escalation policies
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
Identify, Communicate and Mitigate potential risks to senior engineers while on-site or performing remote support as needed
TEAMWORK
Follow the schedule provided by the Service Coordinator.
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change.
Contribute to the process of innovative change effectively.
Undertake other duties as required by company executives or direct managers
SKILLS AND ATTRIBUTES
REQUIRED
2+ years' experience working either on a Helpdesk or as a field technician for a Managed Service Provider (MSP) / IT Support Business
CompTIA Certifications such as A+, Network+, Security+ and/or Server+ with relevant practical experience (1 valid and active certification minimum)
The ability to solve a variety of IT issues both remotely and on-site
Great written and oral communications skills
Basic to intermediate understanding of AD, DNS, CLI
Intermediate understanding of support tools, techniques and how technology is used to provide services.
Intermediate understanding of operating systems, business applications, printing systems and network systems
Intermediate diagnosis skills of technical issues related to end-user hardware, software and network devices.
Intermediate experience and understanding of structured cabling (tone & probe, Cat5e/Cat6 termination, patch panel punch down)
Intermediate experience and knowledge of VoIP systems
Intermediate experience and knowledge of working with the Microsoft 365 Platform
Advanced experience installing and maintaining networking equipment.
Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
The ability to keep up with & adapt to the fast-paced IT world.
Driver's license
NICE TO HAVE
Experience using a Ticketing system / RMM Tool and PSA software
Experience working with any or all the following software/hardware: Standard Managed Services RMM and PSA tools
Understanding the OSI model, VLAN technology, and NAT configurations.
3CX experience
PERKS
Health / Dental / Vision after 60 days
PTO, sick leave and bereavement after 60 days
Simple IRA with employee match after 60 days
Hourly paid after-hours support (in addition to your salary)
Company laptop & use of company vehicles
Weekly stocked kitchens at all locations
An easy-going environment and culture (we all enjoy what we do)
Company paid training for CompTIA and other relevant certifications
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