[Hiring] Support Specialist @New Era Technology

Role Description

The Managed Service Support Specialist strives daily to deliver exceptional customer experience and plays an important role in our company’s success. Our technicians handle client support requests and ensure that issues are addressed quickly, keeping the client informed every step of the way. Candidates must be energetic and focused with a strong motivation to learn new technologies and maintenance processes. We are looking for team members with dedication, persistence, effective utilization of provided resources, and the ability to deliver superior customer service.

• Provide Tier 2 Level IT Support relating to technical issues involving Microsoft's core business applications and operating systems.
• Troubleshoot and resolve incoming technical issues via phone or through our ticket system.
• Research internal and external resources for the best solution.
• Advise clients on pertinent concerns discovered during service.
• Build and foster client relationships to earn their trust.
• Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment.
• Apply diagnostic utilities to aid in troubleshooting.
• Create and maintain up-to-date documentation of existing and new client systems and environments.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Procure computer supplies as requested by IT management.
• Communicate with vendors to request service, update, and resolve open tickets.
• Adhere to established methods for responding to and documenting support requests.

Qualifications

• Degree in the field of computer science and/or equivalent work experience.
• Practical knowledge in installing and configuring operating systems, networked and local printers, and a minimum of 2 years of industry experience, specifically supporting Microsoft-based environments.

Requirements

• Required: Windows Desktop OS’s, Windows Server platforms, Active Directory, Group Policy.
• Preferred: Exchange platforms, VLAN, VPN, HP and Meraki Network Configurations, Routing, Wireless, and FortiGate firewall solutions, SDWAN.

Knowledge, Skills & Abilities

• Strong technical knowledge and understanding of SMB networks, infrastructure, and equipment.
• Ability to concisely document processes, issues, resolutions; strong writing skills required.
• Ability to multi-task, prioritize tasks and respond with a sense of urgency.
• Strong problem-solving and critical thinking abilities.
• Ability to work independently successfully and effectively and within a team structure.
• Self-motivated and responsive to Management and customers.
• Strong organizational skills and attention to detail.
• Experience working with time tracking/ticketing software desired.
• Demonstrated knowledge of standard help desk service call methods and procedures.
• Exceptional ability to develop productive and positive customer relationships.

Application Process

Interested candidates please share your resume to [email protected] .