IT Technician

As an IT Technician, you will be required to provide support for a wide range of technical issues relating to the small and medium business markets. This post involves performing troubleshooting of issues relating to hardware, operating systems and applications, and providing an appropriate level of advice on technical issues to non-technical personnel. You will be required to handle customer trouble tickets from initial receipt/assignment to resolving the issue which may involve traveling to site. Resolving issues will also require detailed and play by play documentation to ensure effective communication between the technician team and management. The successful applicant will report directly to the Service Manager and will work with her and the rest of the team closely to ensure SLA's are met and issues are resolved in a timely fashion., * Answer the phone and deal with new tickets as they come in

• Have high quality and friendly interactions with customers in all circumstances
• Resolve technical issues with customer's PC's, servers or peripheral devices. This will involve having a good working knowledge of:
• Microsoft operating systems
• PC hardware
• Common peripheral devices such as printers, scanners, switches, etc. . .
• TCP/IP networking
• Internet technologies
• Common office applications
• Travel to customer sites and deal with resolving technical issues, this may involve transporting customer equipment (PC's, routers, servers, etc. . .)
• Resolve technical issues remotely using our remote support software
• Document and track progress of work on all tickets via ticketing system
• Technician will be assigned to projects involving running copper (category 5 and 6 primarily) and fiber optic cabling from time to time. Technician will work under project lead for those projects in these cases.
• Represent TagleRock Technologies, LLC in a professional manner
• Must have excellent self-management to take initiative and manage time effectively
• Provide technical advice or minor training to customers when necessary
• Keep technical documentation up to date by updating when necessary
• Occasional evening, weekend and holiday work required when necessary

Valid driver's license is required

Reliable transportation to and from work required

Must be willing and able to take personal vehicle to client site if necessary (reimbursed per mile)

Technician may be required to climb ladders to complete tasks

Technician may be required to lift up to 50 lbs. to complete tasks

• Certifications (A+, Network+, MCSE, CCENT, CCNA, etc...) are preferred
• 3 - 5+ Years of experience preferred
• Associates degree in related field preferred
• Very good knowledge of all current Windows Operating Systems
• Very good knowledge of basic networking concepts and Windows network technologies
• Very good knowledge of computer hardware
• Knowledge of Windows server features and functions
• Very good understanding of Windows Office applications
• Good understanding of web based technologies (cloud)
• Experience in using Apple computers/devices desirable
• Extremely good customer service skills

Pulled from the full job description

• Paid time off