Service Desk Technician

Safari Solutions is currently looking for a high energy, motivated Service Desk Technician with a competitive spirit, personal drive and track record of success. The successful candidate is expected to love technology and wow our clients. Candidates must be energetic, motivated, and self-driven. You must demonstrate the ability to multi-task, problem solve, and think creatively to address unforeseen obstacles.

The Service Desk Technician is expected to be well versed across the wide variety of technologies. It is an exciting opportunity in a high paced environment.

Overview of Work Responsibilities:

• Receive and record support tickets for end-users
• Provides technical support to clients through both incoming phone calls, emails, and portal submitted tickets
• Be a part of our technical team that implements and supports a wide range of UCaaS solutions including Zoom, RingCentral, Microsoft Teams, OnSIP, and more.
• Troubleshoot end user software, hardware, and network issues
• Support of 802.11 a/b/g/n/ac wireless networks
• Provide Windows and MAC desktop support
• Perform lab testing working with the Architecture Team
• Coordinate with vendors as needed towards ticket resolution
• Troubleshoot and reproduce customer technical issues to resolution
• Respond to incoming alerts from client system monitoring
• Assist with documentation updates and management
• Collaborate with other teams to improve network designs, solutions, and policies

Candidates Skills/Requirements:

• At least 1 year in a technical / IT customer-support role
• Able to learn or has experience in technology solutions such as desktop support, network troubleshooting, Office 365, WAPs, Wireless and other networking devices
• Basic understanding of network concepts such as TCP/IP, routing and switching, Wireless, DHCP, DNS, and VPNs
• Familiarity with Windows operating systems in a business environment including imaging, account management and group policies, and troubleshooting.
• Familiarity with Microsoft 365 and Google Apps. Ability to create and manage mailboxes and configure mail clients for each platform on different types of devices.
• Experience working with Apple and Android mobile devices
• Excellent communication skills both written and verbal. Must be able to interface with all team members (technical and non-technical)
• Must be able to form long term relationships with clients
• Able to work in a fast pace and entrepreneurial environment
• Naturally curious and eager to take on new challenges
• Remains flexible and be comfortable with change as our business continues to evolve
• Ability to turn a vision into a plan
• Ability to manage multiple priorities, and meet deadlines
• Ability to work under a dynamic/high pressure environment in dealing with concurrent issues effectively