Job Title: System Support Technician I 

Role: As System Support Technician I, you’re responsible for the day-to-day operation of the Help Desk board, ensuring that customers are receiving timely responses and accurate solutions to their support requests. You will be providing customer service at the highest level, be an active and engaged team player, and seek growth contiguous with the challenges you’ll be given. You will be a member of the team and show that you can uphold the Tekmanagement culture. This full-time position requires a 40-hour workweek during support hours Monday to Friday 7 AM to 5 PM, along with peak client needs. You will spend 85% of your time as a technician and 15% of your time performing administrative tasks such as L10 Meetings, Ticket Cleanup, and Triaging. The System Support Technician I reports directly to the Tier 1 Team Lead.

Key Responsibilities:

• Technical Understanding: Familiarity with contemporary managed IT services, cloud solutions, cybersecurity, and other relevant technologies, allowing for effective communication with both clients and the technical team.
• • 1 - 3 years of experience
  • Understanding and experience using active directory and Office365 Entra/Azure AD
  • Understanding of group policy, experience not required but knowledge of its function and what settings it controls 
  • Networking troubleshooting basics, knows TCP/IP and understands routing, is familiar with gateway, subnet mask, dynamic IP, static IP, and how firewalls handle traffic and routing
  • Wireless network troubleshooting basics, connect to Wi-Fi, removal of remembered connections, enable/disable adapters
  • Windows foundational tasks such as:
  • • Driver install/reinstall 
    • Printer install, local and shared
    • Application installation/uninstallation
    • Understanding of administrative functions, UAC, services, sharing, NTFS permissions
• Customer Experience and Service Excellence: Enhance customer satisfaction by developing and implementing improvement measures, ensuring accurate documentation of client environments, and resolving complex inquiries as an escalation point. Champion service excellence by upholding SLAs and consistently achieving performance goals.
• Documentation: Ensure proper documentation of all client environments, configurations, and procedures. 
• Collaboration: Work closely with cross-functional teams, including technical resources, sales representatives, account managers, and executive leadership, to ensure smooth coordination of customer support initiatives. Facilitate communication between departments to align on customer priorities and business objectives.
• Time management: Effectively plan, prioritize, and allocate time to tasks and projects to meet deadlines without compromising quality. 
• Personal growth and development: Demonstrates a commitment to continuous self-improvement by seeking opportunities to develop skills, knowledge, and expertise. Embraces feedback as a tool for growth and proactively sets and pursues goals for personal and professional advancement. Adapts to new challenges with a learning mindset, fostering resilience and a dedication to ongoing development.
• Certifications: Acquire and maintain relevant certifications.

Required Competencies:

• Technical Understanding: Familiarity with contemporary managed IT services, cloud solutions, cybersecurity, and other relevant technologies, allowing for effective communication with both clients and the technical team.
• Problem Solving: Exercise advanced problem-solving skills to identify, analyze and resolve issues that arise during a project or situation.
• Critical Thinking: The ability to think objectively and challenge assumptions when appropriate. 
• Customer Service: Ability to offer support to your co-workers and customers. Providing good customer service means being a reliable partner to our customers and to Tekmanagement according to the Tekmanagement way.
• Effective communication: Convey vital information to employees, management, and customers. Being able to collaborate with customers and team members to improve overall customer experience. Communicate with Account Manager on all customer inquiries. 
• Conflict Resolution