Onsite Support Tech - Greer, United States - BrightFlow Technologies

Description

Job Description

Job Description

RESPONSIBILITIES & TASKSCUSTOMER SERVICE

• Providing a first point of contact for customers through our helpdesk, be that via phone, email, or ticket
• Delight our Clients with a Friendly, Quick and Helpful Experience
• On-Site Hardware Maintenance and Support
• Drive onsite and deliver equipment/troubleshoot issues while building rapport with clients.

USE OF OUR TICKETING SYSTEM

• Use our Ticketing System (FIFO, SLA based) to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation is well maintained.
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren't "stale" throughout the processUSE OF OUR MONITORING & MANAGEMENT TOOL
• Review RMM dashboard and apply remediation actions as indicated by our Processes.
• Review regularly scheduled/automated actions as indicated by our Processes.

PROJECT WORK

• From time to time the projects team will need additional resources to help deliver projects either on site or remotely
• When opportunities arise the Support Technician may be required to help with project delivery
• Assist with Web and VoIP projects.

COMMUNICATION, REPORTING & RISK

• Escalate tickets that require Senior Technician support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
• Identify, Communicate and Mitigate potential risks to the Project Manager and ClientsTEAMWORK
• Follow the schedule provided by the Service Coordinator.
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change.
• Contribute to the process of innovative change effectively.

●Undertake other duties as required by the Project Manager or CTO
SKILLS AND ATTRIBUTESREQUIRED●A love of (and ability to)

Solve Problems & Challenges

• Great Communications skills, founded in being a good listener.
• Intermediate understanding of support tools, techniques and how technology is used to provide services.
• Intermediate understanding of operating systems, business applications, printing systems and network systems
• Intermediate diagnosis skills of technical issues related of end-user hardware & software and network devices.
• Advanced experience and understanding of structured cabling (tidy cable management is a must)
• Advanced experience installing and maintaining networking and VoIP equipment.
• Intermediate experience and knowledge of working with the Microsoft 365 Platform
• Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
• Knowledge of IT Applications, Software & Hardware
• Ability to simplify IT to clients through verbal and written correspondence.
• The ability to keep up with & adapt to the fast-paced IT world.
• A deep desire to deliver an amazing Client Experience
• Driver's licenseNICE TO HAVE
• Basic to intermediate understanding of AD, DNS, CLI
• Experience using a Ticketing system / RMM Tool and PSA software

●Experience working with any or all the following software/hardware:
Standard Managed Services RMM and PSA tools

• Understanding the OSI model, VLAN technology, and NAT configurations.
• CompTIA Certifications such as A+, Network+, Security+ and/or Server+ with relevant practical experience
• Experience and knowledge of working with the Microsoft 365 Platform

●2+ years' experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business
PERKSHealth / Dental / Vision and PTO after 90 daysCompany laptop & cell phone and use of company vehiclesFully stocked kitchen and your favorite snacksAn easy-going environment and culture (we all enjoy what we do) The flexibility to work from home (we run a Hybrid office)A Proactive Approach to Ongoing Training to help you develop life-long skills

E04JI802in73404xn13