L1 IT Support Tech

As a member of the Wide Cloud Communications team, the L1 IT Support Tech is considered the frontline of the company. We are looking for the best of the best support tech responsible for supporting computer hardware, network hardware, 3rd party software, and peripherals. Providing onsite support is the primary role for this position. You will be the primary point of contact for ticket requests and for the resolution of desktop or laptop related incidents, service requests, and connectivity issues. The L1 IT Support Tech also enforces our customers desktop and laptop policies and procedures.

Essential Responsibilities and Duties:
• Install and configure computer hardware, software, systems, networks, IP phones, cameras, printers and scanners.
• Review, diagnostics and assess the functionality and efficiency of systems
• Setting up accounts for new users (Active directory, local users, 365 users, etc.)
• Daily scheduled visits to customers
• Resolve and respond in a timely manner to service issues and requests
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details per help desk procedures
• Communicates with client regarding incident progress
• Ensures tickets are always updated until issues are resolved
• Conducts hardware and software maintenance and support
• Troubleshoots and resolves PC incidents
• Coordinates with Management for hardware replacement
• Collaborates on IT security issues and virus elimination
• Assists remote L2 team when server maintenance is required at client sites & data center
• Creates/maintains documentation of customers/devices/policies/changes.
• Local and remote network support and/or assists the remote team
• Special attention to requests received by e-mail and by our Support phone line
• Windows Desktop Administration
• MAC (Apple) troubleshooting knowledges
• Strong Troubleshooting Skills

Qualifications:
• Associates degree in computer science, finishing studies within this field, or equivalent certification
• Efficient troubleshooting abilities
• Ability to prioritize
• Bilingual
• Availability to work as a team to solve technical issues
• Willingness to work flexible hours when needed
• Initiative
• Ability to write technical support documentation
• Excellent customer interface skills
• Understanding of customer satisfaction principles and practices
• Team player
• Ability to work under pressure
• Good organizational and time management skills
• Good analytical and problem-solving skills
• Maintains strong attention to detail in high-pressure situations
• Strong communications skills, both written and oral
• Must have reliable transportation