Technical Support Specialist

Northern Virginia Managed Services Provider is seeking a Tier1 Technical Support Specialist to work within our managed services team. This position is located in Chantilly, Virginia. and is onsite, NO REMOTE. The successful candidate will be able to thrive in a challenging 100% customer-facing environment.

You will be responsible for maintaining the design and integrity of the internal systems, including hosted and cloud environments, as well as providing technical assistance to clients with system and network requests.

BASIC JOB FUNCTIONS:

• Responsible for handling customer service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
• Support services for Microsoft related technologies: Office 365, Windows Server, Exchange, SQL, SharePoint, etc.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Administer hosted and cloud solutions for customers using technologies that meet their requirements to include Azure.
• Support disaster recovery solutions.
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
• Monitor, respond and resolve help desk tickets.
• Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.
• Document maintenance for all computer systems and network infrastructure.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages., * Maintain positive customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses.
• Understand and be able to complete critical business processes.
• Work through a daily schedule that has been established through the dispatch process.
• Work through project tickets and phases assigned by a Project Manager.
• Enter all work as service or project tickets in the ticketing system.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

• Must have world class customer service skills. This is our most important criteria for selection.
• At least one year of IT experience supporting outside customers.
• 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 all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Self-motivated with the ability to work in a fast moving environment
• Must have a clean driving record and pass drug and background screening.
• Must be a US citizen.

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Dental insurance
• Life insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off