Level I Support Technician

Overview

We are seeking a Level 1 Support Technician who will be responsible for resolving L1 related issues for DRP’s client base. Support requests range from printer/copier Helpdesk calls to hardware, software, and network related calls. Our support technicians handle both telephone and field calls dispatched from our Hauppauge and/or NYC offices. We expect our technicians to employ assorted techniques to resolve issues and arrive at conclusions before escalation.

• Resolve Level 1 issues for client base, including printer/copier, hardware, software, and network-related problems
• Answer and manage support requests via telephone and on-site field calls from Hauppauge and NYC offices
• Apply troubleshooting techniques to resolve issues and determine when escalation is required

• Strong knowledge in Windows 7-10 and Apple operating systems
• 1-2 years software and hardware diagnostic experience
• Microsoft Office 365 and on‑premise Office issue remediation
• Windows Server  and Active Directory User/Computer management
• Experience with backup, anti-spam services, and virus/malware remediation
• Basic understanding of networking protocols – DNS, WINS, DHCP, VPN, and TCP/IP
• Previous experience at an MSP and/or working with PSA, RMM, and ticketing systems is desirable

• Minimum 1-3 years previous technical experience
• Ability to build rapport with clients
• Strong troubleshooting, problem solving, and critical thinking skills
• Positive and professional demeanor
• Strong written and verbal communication skills
• Ability to occasionally work overnight shifts and weekends as needed on a team rotation schedule

Compensation: 35,000 to 45,000 USD Annually

Hiring Company Name: DRP Solutions

DRP offers office technology solutions for all size businesses from start-ups to enterprise. Our goal is to help clients by architecting creative solutions using technology to keep their company on pace for projected growth, with a focus on security, continuity, and efficiency.