Support Technician

BrightFlow Technologies

Greer, SC

$50,000 to $55,000 Yearly
Full-Time

Job Description

Company Info

Job Description

Overview

BrightFlow Technologies, one of the Carolinas’ premier MSPs, is seeking an experienced and hardworking Support Technician. BrightFlow Technologies has been supporting the Charlotte area for nearly a decade and has built a solid reputation of fast, friendly, and reliable support. Our combination of professional support coupled with a casual environment for our technicians and engineers makes BrightFlow a fun and challenging environment to take your skills to the next level.

BrightFlow's Support Technicians are a critical component to our continued success. Our technicians will field all inbound calls from our clients, along with being the first to act on support tickets. Customer service and a positive attitude is paramount, along with a keen technical mind and the ability to diagnose the client’s issue quickly.

RESPONSIBILITIES & TASKS

Customer service

Providing a first point of contact for customers through our helpdesk, be that via phone, email, or ticket

Triage all service support calls while adhering to our internal protocols and escalate any issues as needed

Provide the Client with basic remote troubleshooting

Delight our Clients with a Friendly, Quick and Helpful Experience

Use of our ticketing system

Use our Ticketing System (FIFO, SLA based) to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process

Use of our monitoring and management tool (RMM)

Review RMM dashboard and apply remediation actions as indicated by our Processes

Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

From time to time the projects team will need additional resources to help deliver projects either on site or remotely

When opportunities arise the Support Technician may be required to help with project delivery

Assist with Web and VoIP projects

Communication, Reporting & risk

Escalate tickets that require Senior Technician support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Identify, Communicate and Mitigate potential risks to the Project Manager and Clients

TEAMWORK

Follow the schedule provided by the Project Manager
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasksFollow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the Project Manager or CTO

SKILLS AND ATTIBUTES

Required

1-2 years of client facing helpdesk support
Bachelors or Associates degree or equivalent work experience with updated and valid certifications
Strong understanding of operating systems, business applications, printing systems and network systems
An understanding of support tools, techniques and how technology is used to provide services
Knowledge of IT Applications, Software & Hardware
Ability to simplify IT to clients through verbal and written correspondence
A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
Must be able to type quickly and accurately while talking on the phone
The ability to keep up with & adapt to the fast-paced IT world
A deep desire to deliver an amazing Client Experience
Driver's license

Nice to have

Basic to intermediate understanding of AD, DNS, CLI
Experience using a Ticketing system / RMM Tool and PSA software
Experience working with any or all the following software/hardware: Standard Managed Services RMM and PSA tools
Understanding the OSI model, VLAN technology, and NAT configurations.
CompTIA Certifications such as A+, Network+, Security+ and/or Server+ with relevant practical experience
Experience and knowledge of working with the Microsoft 365 Platform
2+ years' experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business

Perks

Health / Dental / Vision and PTO after 90 days

Company laptop & cell phone and use of company vehicles

Fully stocked kitchen and your favorite snacks

An easy-going environment and culture (we all enjoy what we do)

The flexibility to work from home (we run a Hybrid office)

A Proactive Approach to Ongoing Training to help you develop life-long skills

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