Level 1 Technical Support

ShiftCode AnalyticsRed Bank, NJ, United States

30+ days ago

Job type

Full-time

Job description

Interview : Video

Visa : USC, GC

This is onsite from day-1 ( Need local candidates )

Description : Job Description

Install and configure hardware and software
Respond to tickets in accordance with SLA guidelines
Work with our Service Desk, Documentation, Remote Monitoring / Management and all other system

software to accept and resolve L1 and L2 service requests, incidents and problems. Documenting and

tracking all steps taken to the resolution.

Responsible for escalations on all desktop, network, and server infrastructure service tickets to ensure

service levels are maintained.

Create and document service management procedures and standards to ensure engineering best practices

are maintained.

Work with clients directly over the phone and using remote software or travel on-site

Respond in timely manner to requests and issues

Repair and replace equipment as needed

Provide onsite and remote support to end users

Assist in AV setups as needed for meetings

Set up new workstations for users (deploying equipment, create Active Directory Accounts, O365

Heavy use of Windows and Mac OS devices

Ability to work in Active Directory

Research and test new technology

Daily activities

Accept and resolve tickets, service requests / incidents / problems, using our Service Desk software

Accept client facing phone calls and contact clients via phone and / or email to assist in resolving incidents

and problems

Use remote management software to log into client PC's and resolve service requests / incidents / problems

Answer the phone with a cheerful and enthusiastic tone

Perform initial fault finding and basic troubleshooting of both incidents and problems

Deal with ticket escalations internally and externally with support tickets from third party vendors

Assist with deployments in the field - NYC / NJ AreaDesired Attributes and Experience

Customer service skills

Excellent verbal and written communication skills

Reliable

Solid understanding of computers, networks and software

Solid understanding of TCP / IP, DHCP, DNS, Domain Controllers etc

Experience using MS Office applications : Word, Excel, Outlook

High attention to detail

Previous experience with ConnectWise : Manage, Automate, Remote

Previous experience with Bitdefender

Previous experience with LionGuard

Ability and willingness to travel to client sites as needed

Ability to drive to drive and travel as needed

Ability and willingness to work overtime when needed

Ability and willingness to quickly learn new technology and software

Ability to lift 50 lbs.

Qualifications

Bachelor's Degree in Computer Science, or Associate Degree plus 1 year of tech support experience.

Interns also accepted

A+ and Net+ Certification or equivalent required.

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Technical Support • Red Bank, NJ, United States

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