Responsibilities

• Identify, research, and resolve technical problems.
• Develop IT solutions based on customer requirements.
• Respond to telephone calls, email and tickets for technical support.
• Document, track, and monitor all problems to ensure a timely resolution.
• Support, monitor, test, and troubleshoot hardware and software problems pertaining to the LAN.
• Ability to troubleshoot and configure various LAN/WAN hardware, hubs, switches, routers, and servers.
• Ability to troubleshoot and configure various applications and cloud based solutions, including email and other SaaS systems.
• Schedule repairs for various contracts.
• Build and install/configure servers and workstations based on company needs and requirements.
• Provide end user support for all LAN and WAN based applications as well as remote users.
• Assist with data recovery, using backup systems or recovery tools.
• Perform manual/automatic backups as needed.
• Perform and manage PC and Laptop imaging process.
• Perform other duties or special projects as requested related to area of responsibility.
• Assist with phone system moves, adds and changes as well as troubleshooting.
• Ongoing proactive assessments of all LAN and WAN connectivity, hardware/software, and telephony systems we support for our customers.

Requirements

· Must have a strong work ethic, organizational skills, the desire to learn and not be afraid to ask questions.

· Ability to always maintain confidentiality.

· Ability to self-motivate along with good time management skills.

· Possess Fundamental skills working as part of a team-based organization paired with the ability to work independently.

· Exemplary Customer Service/Satisfaction skills and good communication skills

· Excellent systems administration skills, software configuration/upgrades, back up reviews and tuning

· Experience managing a Windows environment and supporting remote locations.

· Good troubleshooting and problem-solving skills.

· Demonstrated success working in a fast paced, dynamic environment.

· Requires use of good business etiquette using electronic mail and phone skills

· Requires dealing with unpleasant, angry, or discourteous people.

· Requires making decisions that affect other people, the financial resources, and/or the image and reputation of the organization.

· Requires work with external customers or the public through different media forms.

· Includes responsibility for work outcomes and results.

· Requires being able to lift at least 100lbs.

· Requires long periods of time standing, walking, sitting, crouching, and bending over.

· 5 years’ experience in Technology Support or 3 years’ experience in Technology Support for a Managed Service Provider.