IT Support Services - Quick Fix

Who we are

COURSER is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.

We are looking for a skilled IT Support Engineer to join our team and deliver outstanding technical assistance to our employees and clients. The IT Support Engineer will be responsible for diagnosing, troubleshooting, and resolving issues related to hardware, software, and network systems. This role requires strong analytical skills, technical knowledge, and a customer-oriented approach to help users resolve their IT challenges efficiently.

• Responsible for resolving support tickets from our contract customers and assists in scheduling tickets for the various levels of the team.
• You will work in a team environment with other engineers, technicians and non-technical staff of varying experience.
• Provide troubleshooting, desktop support, networking, public cloud, and customer service skills within a 30 minutes timeframe.
• This role supports a local client on location with various configurations of the Microsoft platform, with a strong focus on Microsoft Cloud Technologies such as Office 365, Microsoft 365, and Azure.
• Engaging with customers and building relationships with the supported users.
• Determine the level of urgency and priority of incoming customer tickets.
• Assess tickets, assign tickets to the appropriate engineers, and assist with escalations as required. Document tickets well for escalation and documentation needs
• Make outbound calls and emails to schedule service appointments.
• Actively assist with updating and improving all processes related to Help Desk and Dispatch
• Maintain compliance with all company policies and procedures
• Answer phone calls and triage issues

• Other duties as assigned

• Bachelor's degree in computer science, Information Technology, or related field (or equivalent work experience).
• 1+ years of experience in IT support, technical support, or a related role.
• Proficiency with operating systems (e.g., Windows, macOS, Linux) and standard software applications.
• Strong understanding of networking concepts, including TCP/IP, DNS, and VPN. Experience with helpdesk and ticketing systems (e.g., Service Now, Zendesk, JIRA).
• Excellent troubleshooting skills with the ability to resolve technical issues efficiently.
• Strong communication skills, both written and verbal, with a customer-service focus.
• Ability to work independently and in a team, manage time effectively, and prioritize tasks.

• Experience with Connect Wise
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA).
• Experience with cloud platforms like AWS, Azure, or Google Workspace.
• Knowledge of ITIL practices and IT service management.

At COURSER we prioritize our employees' personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.

• Competitive benefits package, including medical, dental, vision, and life insurance

• 401k match

• Unlimited Approved PTO after one year (2 weeks your first year)

• 10 Holidays including your Birthday and a Floating Holiday!

• Gym reimbursement

• Amazon Prime reimbursement

• 40 Hours for Volunteer Time

• Paid Maternity and Paternity leave

• Paid certifications

• Learning and development programs

Courser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.