support technician South Carolina
Job description
About us
We are professional and agile.
Our work environment includes:
- Work-from-home days
Helpdesk and Network Support
We are currently looking for an Experienced Helpdesk and Network Support Engineer to provide technical support to our clients through remote support. You will help install, upgrade, and troubleshoot hardware and software issues. To be successful in this role, you should have great customer service skills, a problem-solving attitude, work independently, give clear technical instructions. You should be familiar with remote troubleshooting techniques. Proactively monitor for alerts and resolve them before they become business impacting. Clear documentation on resolutions, and troubleshooting for billing purposes, and creating knowledgebase documentation for future issues. This person will ultimately help develop the helpdesk support structure, and as we grow could turn into the Helpdesk Support Manager. They will also be responsible to escalate issues that are not able to be resolved in a timely manner and use the Dispatching Calendar to Dispatch out Field Technicians for services that require onsite visits.
Responsibilities
- Address user tickets and open tickets regarding hardware, software, security, phone and networking issues
- Assist Clients and field techs with installing applications and computer peripherals
- Ask target questions to diagnose problems
- Guide clients and field techs with simple, step-by-step instructions
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Customize desktop application to meet users needs
- record technical issues and resolutions in ticketing system, and create knowledge base for future related issues
- Direct unresolved issues to the next level of support personal
- Follow up with clients to ensure their systems are functional
- Help create technical documentation and manuals
- Willing to do continued education to build their skill sets
Skills:
- Must have Activate Directory Management Experience (DHCP, DNS, DFS)
- Experience with User and Computer Management in a Domain
- Windows and MAC experience environments
- Proven work experience as a Desktop Support Engineer or similar role
- Knowledge of Network Security Practices and anti-virus programs
- Ability to provide remote troubleshooting and provide clear instructions
- Work with Hardware and Software Vendors to resolve issues
- Working knowledge of Vmware
- Working knowledge of VOIP Solutions
- Working knowledge of Ticketing Systems
- Work independently with little supervision
- Working knowledge of Office 365
- Ability to learn software that is used for various clients
- Monitor alerts and resolve before business impacting
Required
- Must pass a Sled background check with our law enforcement agency and take the CJIS certification.
- Quite home office that is secure to be able to work from home,
- Place to be able to setup computers that needs to be pre-configured for field technicians to take onsite.
- Willingness to learn clients’ systems as not all clients setup are the same
Preferred
- A+ Certified
- Network+ Certified
- Experience with Autotask
- Experience with MSP systems
- Experience with hosted phone solutions
- Experience working with multiple clients.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- Paid time off
- Retirement plan
Experience level:
- 2 years
Schedule:
- 8 hour shift
- On call
Experience:
- Help desk: 2 years (Preferred)
- Windows: 2 years (Preferred)
Work Location: Remote
