IT Support Technician - Managed Services

Hiring for Mon-Friday Daytime Shifts - Remote

IT Support Technician – Tier I Team 

REPORTS TO: Managed Services Team Lead

FLSA STATUS: Non-Exempt - Hourly

Position Summary: The IT Support Technician, is an experienced IT generalist working in a service provider capacity in support. The Tech is the front line and is responsible for timely and accurate technical support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Provides support with a focus on first-call resolution, you are a fixer, not a ticket taker !!

· Participates in Tiered technical support

· Performs recurring Monitoring and Management tasks

· Participates in technical support, including configuration, troubleshooting, and security

· Works with the Technical Services team to monitor and respond to events

· Engages and manages vendor support escalations, as required

· Provides timely and clear communications to the client and the Technical Services team, as appropriate

· Performs additional duties and special projects, as assigned

· On Occasion work at customer sites to install Firewalls, Switches, and Access Points as well as act as Smart Hands for remote Engineers

JOB QUALIFICATIONS AND REQUIREMENTS:

A) Knowledge/Skill/Ability

The successful candidate will be able to perform each essential job duty satisfactorily. The requirements listed below are representative, but not all-inclusive, of the knowledge, skill, and/or ability desired:

· Experience with Microsoft desktop OS Support (WIN10 & O365) in business environments

· Solid knowledge of Windows system management tools, philosophies, and methods

· Knowledge of antivirus/malware and patch management technologies

· Understanding of TCP/IP networking standards (DNS, DHCP)

· Experience with Microsoft Exchange administration and troubleshooting

· Basic knowledge of network concepts and functional working skills with various network technologies

· Basic understanding of Windows and network security best practices and strategies

· An analytical and process-oriented approach to troubleshooting issues and assigned tasks

· Effective working both independently and as a member of a team

· Customer Service and performance-driven

· Highly effective interpersonal and organizational skills

· Effective verbal and written communication

B) Education

· At least 2+ years of experience in Information Technology infrastructure support, preferably in a Managed Services provider environment.

· Relevant Certifications (one or more preferred): A+, Network+, Security+, Microsoft or Azure Certified (Bonus Consideration)

C) Special Requirements

· Valid MI Driver’s License and reliable vehicle

D) Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the Support Technician job:

· Must be able to sit for extended periods of time, performing work on a computer

· Must be able to occasionally lift parcels weighing in excess of 30 pounds

· Must be able to bend and flex during tasks such as equipment transport and installations

Job Type: Full-time, any shift +401K, Dental, Medical, Vision