Level 1 Technical Support

Job Title

Level 1 Technical Support

Remote & NYC/NJ

Director of Services

• 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 onsite
• 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

• 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 PCs 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 Area

• 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 Connect Wise Manage Automate Remote
• Previous experience with Bitdefender
• Previous experience with Lion Guard
• 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

• Bachelors Degree in Computer Science or Associate Degree plus two years of tech support experience
• A+ and Net+ Certification or equivalent required
• At least 3 year(s) of working experience in the related field is required for this position