Senior Support Technician

Gnosys has an immediate opening for a technical support engineer. This position works as a member of our team to provide high-level, responsive technical support to users. You will be a part of the company’s front line and solve technical problems and provide support for all assigned areas while maintaining high standards set forth by the company that ensure our customer values are not compromised., * Receive, document and resolve client service requests

• Analyze and respond to incidents and determine the level of support required
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through the problem-solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customer expectations
• Ensure proper recording, documentation and closure of tickets
• Work with staff to create or modify procedures to provide improved level of customer service and efficiency
• Maintain and grow your knowledge of help desk procedures, products and services
• Monitoring and maintaining Service Desk Application(s)
• Inform management of recurring problems or issues
• Stay current with system information, changes and updates
• Attend regularly scheduled staff meetings Review and discuss current open issues

Do you have experience in Time management?, Do you have a High school diploma or GED?, * IT Help desk: 1 years (Preferred)

• IT support: 1 years (Required)
• CompTIA A+ (Required)
• CompTIA Network+ (Preferred), * Associate degree preferred
• High School Diploma or equivalent required
• 1 year of relevant experience or equivalent combination of education and work experience
• Working knowledge of help desk software, databases and remote control and fundamental operations of relevant hardware and other equipment
• Proven working experience in providing help desk support, preferably in a managed IT environment
• Strong Microsoft Office skills along with server and desktop troubleshooting skills
• Strong interpersonal skills, excellent verbal and written communication skills
• Ability to promote and maintain customer relationships
• Strong organizational and time-management skills
• Strong contract management skills
• Ability to work effectively with minimal supervision
• Must be able to pass a criminal background check

Additional Qualifications

• Microsoft Active Directory
• Microsoft Exchange
• VPN setup and operation (client and server)
• DNS, DHCP, TCP/IP
• Outlook/Office 365 Configuration
• Strong understanding in area of Technical Support
• Strong customer service skills, * High School Diploma or GED

Experience (One or more of the following required):

• IT Help desk: 1 years
• relevant IT: 1 years
• IT support: 1 years

License/Certification:

• CompTIA A+ (Required)
• CompTIA Network + (Preferred), * High school or equivalent (Required)

Experience:

• Managed IT Services: 1 year (Required)

License/Certification:

• CompTIA A+ (Required)
• CompTIA Network+ (Preferred)
• Other IT Industry Certification (Preferred)

Pulled from the full job description

• Professional development assistance
• Health insurance
• Paid time off
• Paid holidays
• Career development plan
• Flexible schedule, * Health insurance (Primary care Only)
• Stipend for Gainesville Health and Fitness membership
• Paid Federal Holidays
• Possible quarterly bonuses
• POV reimbursement
• Flexible scheduling (ideal for students)

Schedule:

• Monday to Friday, * Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance

Gnosys Networks is a fast-growing, veteran-owned and operated managed services provider located in Gainesville, FL; we are in the midst of a realignment and are looking for the right person to help us build our helpdesk in the current direction. We have a wide range of clients, from small bed and breakfasts to large law firms to construction contractors. This means that we need techs with a range of skills and the ability and desire to learn more., Gnosys Networks works closely with clients to develop, implement, and support specific solutions to diverse network, communication, and information infrastructure needs. We provide support for infrastructure management, storage management, systems architecture, managed IT services, IT security, cloud services, managed backups and data integrity, managed network security, virtualization, multifunctional printers, managed print services, VOIP, networking solutions, structured cabling, and IP security cameras. We also do web development, hosting, and maintenance.