JOB DESCRIPTION Job Title: Support Technician Department: Service and Support Reports to: Service Manager GENERAL SUMMARY: The Information Technology Support Technicianis responsible for handling first level support of service requests in a Managed Services Provider (MSP) environment. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.Excellent people / customer service skills are a must. Logistics: Position is located in Rome, GABasic office hours are 8:00 a.m. -- 5:00p.m. Monday through Friday Some after hours work may be required Essential Duties and Responsibilities: IT Support relating to technical issues involving core business applications and operating systems Support of disaster recovery solutions Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, switches, wireless and security Basic remote access solution implementation and support: VPN, Terminal Services Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets System documentation maintenance and review in ConnectWise Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages Additional Duties and Responsibilities: Promote excellent customer service, perception, and satisfaction Fast turnaround of customer requests Ability to work in a team and communicate effectively Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently Escalate service requests that require higher level engineer support Responsible for entering time and expenses in ConnectWise as it occurs Understand processes in ConnectWise by completing assigned training materials in ConnectWise University Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Good understanding of operating systems, business applications, printing systems, and network systems Excellent interpersonal skills: such as telephony skills, communication skills, active listening and customer-care Diagnosis skills of technical issues Ability to multi-task and adapt to changes quickly Technical awareness: ability to match resources to technical issues appropriately Service awareness of key IT services for which support is being provided Understanding of In-Touch's support tools, techniques, and how technology is used to provide IT services Typing skills to ensure quick and accurate entry of service request details Self-motivated with the ability to work in a fast-paced environment Education and/or Experience Required: At least two years of college or technical schools, with area of study being in the Information Technology field. At least two years of field work experience in this same field.
Associated topics: assistant, client support, customer support, desk, edi, help desk, information technology support, msword, support, technical support