IT Technical Support Technician

Blue Ridge Technology is an Asheville, NC based technology support company. We service small to medium sized businesses throughout Western North Carolina, providing technical IT support and cybersecurity, properly tailoring strategies to ensure sustainable growth and success for our partners.

This is a great opportunity for beginning IT professionals to get hands‑on training from a welcoming and engaging local MSP/IT Service provider. One that looks forward to actively mentoring and supplementing an IT professionals' skills with real world, practical situations, and experience.

The number one goal of everyone on our team is to make sure our Clients are safe, secure, and frustration free. This position plays an integral role in making sure that happens.

The primary responsibility for this position is to acknowledge support requests for the Help Desk, and to properly gather and document as much helpful troubleshooting info as possible.

Once enough info has been gathered and documented, the secondary responsibility will be to either troubleshoot the issue immediately, schedule a call back, or to elevate the issue to senior level technicians.

Additional responsibilities will be to assist in client and internal projects, documentation, business workflow maintenance, and to grow your skills with ongoing education and credential achievement. We supply you with on the job time and training resources to accomplish this!

• Work on and resolve Helpdesk Tickets
• Provide our Clients with a Quick, Friendly, Helpful, and Respectful Experience
• Provide the Client with basic remote troubleshooting
• Remote, basic Hardware Maintenance and Support
• Provide the Client and Senior Techs with on‑site troubleshooting assistance
• Provide the Client and Senior Techs with on‑site installation & removal of equipment
• On‑Site Hardware Maintenance and Support

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and Documenting all work though our Ticketing System
• Make sure that Client Documentation is continuously maintained
• Triage and Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren't stale by keeping Clients informed of progress

• Proactively review RMM dashboard and apply remediation actions as indicated by our Processes
• Review, in detail, regularly scheduled/automated actions as indicated by our Processes

• From time to time the projects will need additional resource to help deliver projects either on site or remotely. When opportunities arise this position will be required to assist in project delivery

• Use our PSA to manage and monitor all Client-facing activity
• Develop and use the platform to introduce new processes when required
• Continually look for ways to better do what we do with our Ticketing System
• Introduce/Expand automation of business processes where possible
• Make sure nothing slips through any cracks and if it does, stop it from happening again

• Review RMM policies to ensure adequate patching & monitoring are taking place
• Assist in monitoring updates and upgrades so RMM does not break any patching/monitoring jobs

• Evaluate and test new services as they become available in conjunction with the technical team before launching to clients
• Assist managing and overseeing rollout of new technologies/services across the customer base
• Assist in retirement of obsolete technologies/services when required
• Assist in analyzing business impact to Client when adding or removing technologies

• Escalate tickets that require Senior Level Technical support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes, blocks, or outages related to their issue
• Constantly create and improve all Knowledgebase documents and SOPs
• Identify, Communicate and Mitigate potential risks to Senior Level Techs and Clients

• Support the Team and Clients with any unusual/high-level issues that arise
• Escalating any unusual/high-level issues that arise to Senior Level Techs
• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify…