Job Summary:
Red River Managed Services is seeking a selfless and team-oriented Tier 1 Technician to join their growing team. The primary responsibility of this role is to handle technical support requests directly from customers, ensuring user uptime and enhancing their computing experiences through effective problem identification and resolution activities.
Responsibilities:
โข Accept customer calls/alerts and escalate to Tier 2 team members as needed within specified timeframes.
โข Act as the point of contact for customer incidents reported via multiple channels including phone, chat, email, and web portal ensuring all processes and agreed upon standards are followed.
โข Follow troubleshooting using Standards Operating Procedures (SOPs) and Knowledge Base Articles (KBAs).
โข Notify and escalate potential areas for improvement in SOPs to Tier 2 or leadership.
โข Ensure log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement).
โข Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates.
โข Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues.
โข Work independently with a focused direction while adding value and contributing to overall team performance.
โข Other business duties as assigned.
Qualifications:
Required:
โข Minimum 1-3 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy
โข IT hardware/software knowledge with previous experience using Windows, MacOS, as well as mobile devices (iOS, Android)
โข Excellent customer service, phone skills, and written communication skills.
โข Demonstrated ability to understand and prioritize customer needs.
โข Proficiency in delivering exceptional customer service in a high-paced, SLA-driven setting.
โข Utilize excellent customer service skills to exceed customers' expectations.
โข Proficient communication abilities and the capacity to effectively convey technical information to non-technical customers.
โข Strong ability to collaborate with team members and departments to share knowledge, address complex technical issues, and contribute to continuous improvement initiatives.
โข Ability to be a self-starter and possess good time management skills.
โข Ability to utilize SOPs and KBAs.
โข Basic knowledge of backup solutions.
โข Basic knowledge of remote management tools (Ex: TeamViewer, ScreenConnect, RDP).
โข Basic knowledge of troubleshooting Remote Desktop Services and VPN.
โข Basic knowledge of virtualization.
โข U.S. Citizenship Required
Preferred:
โข Bachelorโs degree desired, Information Technology, Engineering or other technical degree or equivalent experience
โข Desired certifications: CompTIA A+, Network+, OR Microsoft MCSE certifications, MS Azure Administrator
โข MS-900: Microsoft 365 Fundamentals
โข MS-102: Microsoft 365 Administrator
โข Previous Experience in a fast-paced consulting or MSP environment a plus
Company:
Red River is a technology integrator that helps customers optimize business processes and maximize technology investments. Founded in 1995, the company is headquartered in Claremont, USA, with a team of 501-1000 employees. The company is currently Late Stage.