Consulting Support Technician

Our staff consists of highly educated and highly certified individuals, trained to focus on communication and problem solving. Our extensive experience includes the full gamut of technology challenges for growing companies: everything from designing and implementing network infrastructure and cloud solutions, to troubleshooting end-user local, mobile, and cloud connectivity/usability issues on an outsourced or escalation partner basis for companies of all sizes.

We’re not just “IT people,” we’re consultants, striving to understand our client’s businesses and apply our knowledge of technology to foster their growth and success. We choose to work with clients that believe in our values of communication, respect, and knowledge sharing. As a team, our organization is expert in every area of technology infrastructure utilized by our clients. As individuals, we are continually expanding our knowledge, capabilities, and responsibilities in order to stay fresh and keep up with the growth of the organization.

Reboot Networks’ Consulting Support Technicians are engaged in network and server support and troubleshooting, on a tier 1-2 level. The person in this position will spend 80%+ of their time engaged with client staff and systems, performing workstation installations and system maintenance and checks, troubleshooting Internet connectivity, backup, office application, email and other network-wide and desktop-level issues. This position will coordinate with other internal resources to provide comprehensive, client-focused solutions on trouble issues and new functionality requests, both remotely and on-site.

The qualifications and information found in this job description do not encapsulate all requirements of the position, but provide a basis for the general requirements expected in qualifying for and performing in a Consulting Support Technician role at Reboot Networks.

• Provides tier 1-2 level support via telephone, email, and in-person correspondence
• Answers, evaluates, and prioritizes service requests received via telephone, voice mail, e‑mail, and/or in-person for users’ computer performance
• Troubleshoots client Internet connectivity, backup, and other network wide issues
• Isolates performance issues to determine cause of hardware malfunctions
• Provides end‑user desktop support and troubleshooting in Windows/Office environment
• Provides comprehensive, client‑focused solutions to address problems and new functionality requests from end‑users, client IT staff, and Reboot Networks team members
• Performs system maintenance and checks of existing network infrastructure
• Contacts software and hardware vendors, via voice or online systems, to research problems and determine recommended solutions
• Evaluates software and hardware to determine whether product will be an effective tool for employees, and writes software and hardware evaluations and recommendations for managerial review
• Brainstorms with team members to resolve more complex problems and escalates difficult issues to Team Lead for additional technical assistance
• Performs initial program load and user‑specific setup for standard desktop applications
• Performs daily checks to verify system availability
• Efficiently executes maintenance and support procedures, anticipating the needs of clients and communicating clearly with all interested parties using email, ticket tracking systems, telephone, and in‑person correspondence
• Documents all relevant infrastructure adjustments, augmentation, and deployment within the Reboot Networks documentation system, and helps to maintain the accuracy of the help desk database
• Participates in creation and maintenance of IT standards and procedures

• College level written and verbal communication skills
• 3+ years of IT experience in a role directly supporting Microsoft applications and/or network infrastructure, or BS in Computer Science or Information Systems
• Efficient work ethic
• Ability to document and take copious notes
• Integrity and honesty
• Reliable transportation

Disclaimer Language:

The preceding description provides qualifications for the position of Consulting Support…