Level 1 Support Technician - Houston, United States - Rarity Solutions

Description

THIS IS NOT A REMOTE POSITION
Rarity Solutions provides complete IT department services for a variety of businesses that have between 25 to 500 employees.

For a flat monthly fee, we ensure the stability of our clients' networks around the clock, protect them from hackers and malicious attacks, back up their critical data offsite, and invisibly solve computer glitches before they have the chance to affect their productivity.

We have built a technology stack for our clients that's cloud-first, security-focused, and maximizes productivity.

We're a well-established firm that values the interpersonal relationships between staff members, so everyone gets along incredibly well and values being part of the same team.

Our team dynamics are quite unique. We are supportive of telecommuting but of course, sometimes computer problems need to be fixed onsite. We prefer responsible employees that get their work done efficiently, as we do not believe in micro-management.

What is a typical day like?

You start your day by logging into your office computer by 7:00 am or 8:00 AM depending on your assigned shift.

You will open up ConnectWise (our ticket system), Datto RMM (our remote management and monitoring app), and log in to Teams chat to say hi to your coworkers.

Throughout the course of the day, our Dispatcher will assign you support tickets that come in from both our clients as well as from our server and network monitoring systems.

Some days you are assisting clients with normal IT issues (Outlook problems, new user setups, account administration, software upgrades, cloud migrations, security product deployment), and other days you are on project work with a Level 3/Senior Technician (workstation rollouts, firewall deployments, server deployments, training).

Your day finishes up around 5:00 pm depending on your assigned shift.

Your coworkers are available via Ring Central (company VOIP phone/app is provided) or by Microsoft Teams. The main purpose of our chat room is to work collaboratively on problems.

Almost all the information you'd need about a client is already documented in our knowledge base tool, so most of the time you just need one-off information from a co-worker or help on a difficult IT problem.

Requirements:

Technical Skills

Desktop support experience installing, configuring, and troubleshooting Windows 10 or Windows 11 in an environment with either Active Directory and/or Azure Active Directory

User account administration with Microsoft 365, Active Directory or Azure Active Directory

Basic Mac experience is a plus.

Experience with Microsoft Office Suite (Outlook, Excel, Powerpoint, Word)

Login script/drive mapping knowledge

Experience in client service working remotely and at times face to face with end-users

Proper phone etiquette

Microsoft certifications are a big plus

RMM tool experience (Kaseya Datto or Other)

Corporate antivirus experience

Knowledge of backup software, recovery concepts, and troubleshooting

Some knowledge of firewall administration, troubleshooting, etc.

Remote access solutions (Cisco VPN, Terminal Services/Remote Desktop Services, Citrix)

Some knowledge of virtualization

Personality Traits

Strong client service skills with a friendly personal demeanor

Disciplined self-starter is resourceful with strong analytical and troubleshooting abilities

Resourceful troubleshooter with strong research skills that can find answers to any question no matter how difficult.


Pay:
$40, $45,000.00 per year


Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 1 year
• 2 years

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Weekends as needed

Work Location:
In person