Client Support Technician

Company Information

Triton Technical is an IT and Audio/Video integration Company that designs and deploys complex integrated systems for the private yacht industry. We have a high energy, fast-paced, fun, and collaborative environment and we are looking to add an experienced, qualified individual to our support team.

Position Summary

The Client Support Technician is a member of the Triton Technical client support team that provides 24/7/365 technical support to Triton Technical customers worldwide. The role is defined by the duties and responsibilities detailed below. This role requires technical support experience, technical knowledge, and an ability to engage in remote troubleshooting, maintenance, testing, building, and documenting onboard AV & IT systems.

Essential Duties and Responsibilities

• Assist clients with a wide variety of software and hardware issues
• Work as first point of contact for clients and routing of client helpdesk tickets
• Work as part of the team to carry out Microsoft server management and maintenance tasks
• Work as part of the team to carry out software implementation and system configurations
• Issue management, resolution and escalation per defined procedures
• Carry out upgrades to desktop, server, network, telecom, satellite, and AV systems.
• Generate, edit and maintain site information spreadsheets and user documentation
• Work to improve and maintain documentation on new and existing project installations and procedures
• Attend client sites and assist with on-site project work as needed
• Weekends and time-shifted shifts are expected on a rotating basis.
• Ability to work overtime when required or desired
• Other duties as assigned by your Supervisor

Required Experience and Skills

• Intermediate Microsoft Office knowledge i.e., Excel, Outlook, Word
• Effective communication skills both verbal and written
• A+ / Network+ level knowledge or appropriate experience
• Helpdesk and general ticket management experience

Personality Traits

• Proactive work ethic and drive
• Meticulous attention to detail
• Able to explain complex technical issues and resolutions in a patient, non-technical manner
• Ability to prioritize tasks and client issues in accordance with defined standards and protocols
• Commitment to learning and willingness to teach others
• Strong listening skills and proven organizational skills
• Resourceful, with an inherent tenacity for problem solving
• Efficient multi-tasking skills
• Global awareness and knowledge of cultural differences

Other Requirements

• Valid Driver License
• Valid Passport (Or able and willing to obtain at time of hire)

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, talk, and listen. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee is often required to lift more than 50 pounds. The vision requirement includes: ability to adjust focus; depth perception; peripheral vision; distance vision; normal color perception and close vision.