IT Support Technician - Tier 1

Service Delivery

• Resolve issues presented by clients to our help desk
• Answer phones and create tickets for all incoming requests
• Maintain system capabilities by testing existing equipment and programs
• Performing routine daily and monthly tasks to ensure clients environments are running as should and protected.

FIELD SUPPORT

• Working along with other Field Superheroes to handle on-site tasks including system upgrades, and other manual tasks
• Experience with network principals and setup, patching equipment, and terminating of cables to data ports, patch panels, and connectors.

INTRODUCTION OF NEW PRODUCTS AND SERVICES

• Evaluate and test new services as they become available in conjunction with the technical team before launching to clients
• Manage and oversee rollout of new technologies/services across the customer base
• Evaluate and manage needs on a per customer basis
• Manage retirement of obsolete technologies/services when required
• Analyse business impact when adding or removing technologies

COMMUNICATION, REPORTING, & RISK

• Identify, Communicate and Mitigate potential risks to the Company and Clients
• Create and be Accountable to Regular Reporting to the Leadership Team
• Manage client expectations to ensure that the Team can deliver on what is promised

TEAM WORK

• Ensure Standard Operating Procedures (SOPs) are continually being followed, created & improved to continually deliver better levels of experience to our Clients

• Great Communications skills, founded in being a good listener
• IT literate - Basic user level
• A deep desire to deliver an amazing Client Experience
• Drivers license
• The ability to speak both Geek and Human
• The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience handling Technical Service Tickets
• Experience and knowledge of working with the Microsoft 365 Platform
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working for a Managed Service Provider (MSP) or IT Support Business., * IT Support: 1 year (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance