Candidates will be required to work East Coast Hours
IT Systems Support Technician
General Summary
The IT Systems Support Technician is responsible for call volume and quick resolutions. They will be providing remote service and support needs for our client's Managed IT customer base. This relates to all technology at the client site, including workstations, servers, printers, networking equipment, and vendor-specific hardware and software. The team will also be responsible for attaining maximum utilization of internal resources through daily dispatch of service requests
Job Responsibilities
· Act as the single point of contact to the customer for all types of service requests
· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
· IT support relating to technical issues involving Microsoft's core business applications
· Improve customer service, perception, and satisfaction
· Fast turnaround of customer requests
· Support services for Microsoft related technologies: Windows 7, Windows 10, Windows Server, Exchange, etc.
· Act as the single point of contact to the customer for all types of service requests
· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
· Ability to troubleshoot network equipment including routers, switches and firewalls.
· Provisioning and installation of hardware and software as they relate to user workstations.
· Remote access solution installation and support: VPN, Terminal Services, and Citrix
· Ability to troubleshoot VMware environments
· Strong communication skills, keeping the clients informed of their problem status and resolution.
· Improve customer service, perception, and satisfaction with the single point of contact and single point for resolution
· Ability to work in a team
· Escalate service issues that cannot be completed within agreed service levels, following the ticket until it is resolved
· Understand processes in ConnectWise by completing assigned training materials
· Enter all work as service tickets into ConnectWise
Skills and Experience
· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
· Ability to multi-task, adapt to changes quickly and handle heavy call volumes
· Service awareness of all organization’s key IT services for which support is being provided
· Understanding of support tools, techniques, and how technology is used to provide IT 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
· Three years’ experience with VMware, networking, and firewall knowledge, A+, Network+, Server+ certification or equivalent preferred.
· VMware, networking, and firewall knowledge.
· Problem solving, troubleshooting and diagnosis skills of technical issues
· Ability to multi-task and adapt to changes quickly, including re-prioritizing assignments.
· Service awareness of all organization’s key IT services for which support is being provided