IT help desk technician

Job Summary:
• Our support team is divided into two main groups. The first tier consists of our first responders, who are tasked with receiving all support requests and promptly handling them. However, sometimes, the requests are too complicated for the first responders and require more technical troubleshooting. In this case, the tasks are handed off to our reinforcements group.

• We seek an experienced first responder IT Support Technician who be able to answer the phone or respond via email to deliver prompt and valuable technical IT support . In this role, you will address Level I technical inquiries and provide knowledgeable resolutions. The ideal IT Support Technician will possess robust technical expertise and excel in effective communication, ensuring a comprehensive grasp of issues and clear explanations of the solutions. This position requires a customer-centric approach and patience in addressing challenging customer service concerns.

RESPONSIBILITIES:
• Serve as the first point of contact for customers seeking technical assistance over the phone, Email or the ticketing system and triage issues as required.
• Troubleshoot and resolve Tier 1 client hardware and software-related issues in a timely manner, ensuring complete client satisfaction.
• Support for routers, access points, sensors, racks, servers, workstations/kiosks, etc.
• Basic Networking and security issues
• O365 and Google Workspace administration
• Monitoring the internet connection for security risks
• Employing the latest security protocols
• Configure computer network equipment
• Configure, install, troubleshoot, repair, update and maintain all desktops, laptops, mobile devices
• Create and maintain network users/permissions.
• Process onboarding and offboarding of employees
• Ability to solve issues utilizing the Datto RMM tool.
• Document solutions and processes for resolution in the Autotask ticketing system.
• Basic PC, Mac, and Phone troubleshooting knowledge. These candidates will cover the on-site desks and provide “Tier 1” support, triage, etc., and escalate as necessary.

REQUIRED QUALIFICATIONS:
• Must speak native English with little or no accent
• 3 + Years of Experience in a Service Desk /Help Desk Support Role
• Experience with Datto RMM and Autotask or similar tools
• Experience working with enterprise E-mail solutions such as Office 365, G-Suite and Exchange along with ability to integrate them on mobile devices.
• Ability to diagnose and resolve workstation issues of any type.
• Excellent communication skills and the ability to fully document interactions.
• Customer-oriented and ability to work under pressure.
• Install, Configure and Troubleshoot PC, MAC and Mobile device hardware and OS related issues.
• Ability to troubleshoot and deploy enterprise printers including multifunctional devices.
• Appropriate knowledge of Microsoft Server, Active Directory, Networking and Infrastructure for solving intermediate level issues