Provides both on-site and remote technical service and maintenance related to all technologies managed under a customer support contract. Must demonstrate a basic familiarity with a number of technologies including workstations, peripherals, network equipment, servers, and applications. Responsible for performing basic troubleshooting in order to resolve simple incidents and events. Performs maintenance duties for on-going service contracts. Must have a basic understanding of commonly used concepts, practices, and procedures in a technical support environment. Relies on instruction and pre-established guidelines to resolve issues. Does not require a high amount creative thinking or critical thinking skills to complete tasks.
Essential Duties and Responsibilities:
Follows maintenance checklists to verify standards and compliance of managed environments.
Performs installations, updates, and repairs based on customer incidents and requests.
Provides vendor management to ensure resolution of issues with vendor-owned equipment.
Troubleshoots and resolves simple incidents and events using pre-established guidelines.
Diagnoses more complex incidents and events for escalation and resolution.
Updates system documentation and provides detailed notes in a ticketing system.
Seeks to improve customer relationships with a positive customer service attitude.
Additional Duties and Responsibilities:
Must be well organized and have a high attention to detail.
Must be able to work with a team and communicate effectively.
Must make effective use of time, track expenses, and make details notes in a ticketing system.
Must meet both customer and corporate expectations for attendance and punctuality.
Must complete recurring education requirements and training materials.
Education, Skills, and/or Experience 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 education, skills, and/or experience required.
Associate's degree or equivalent experience.
0-3 years of technical support experience. MSP technical experience is preferred.
Must be able to lift 50 pounds and perform physical duty as needed by the customer.
Must be able to drive and maintain a clean driving record.
Certifications are preferred from related disciplines and vendors such as MCSA, MCSE, CompTIA, Dell, Cisco, VMWare, and WatchGuard.