IT Support Technician Position
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Responsible for resolving complex support requests with computer hardware, software, and network systems, as well as meeting customer satisfaction and continuous service delivery demands. Provides research and support for new technologies to be used within the environment.
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Key Responsibilities
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* Build good sincere relations with customers during onsite visits and in all other contacts.
* Take full ownership of assigned escalated service requests.
* Manage projects end to end including migrations, deployments or network upgrades.
* Answering inbound support calls to assist users with access / usage issues and logging service requests into the internal CRM.
* Outbound calls to users when we see error logs but prior to them making a call to us.
* Investigate and coordinate resolution and recovery actions for assigned support incidents.
* Install, move and change technology hardware, software and resources under guidance.
* Troubleshoot hardware, software and network issues using internal knowledge base, senior directions and guidance, vendor support articles.
* Liaise with customers and update of ticket status.
* Provide a consistently high level of service to our customers in a prompt and pleasant manner.
* Maintain the highest ethical standards and confidentiality in dealing with our customers and each other.
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Requirements
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* Knowledge: Proficiency in Microsoft Hyper-V platforms, proficiency in Microsoft Exchange platforms, proficiency in Fortinet/Cisco + routing and networking, proficiency in Veeam/Storagecraft backup and disaster recovery methodology, configuring and troubleshooting Window Servers and workstations, configuring and troubleshooting internet and network equipment, configuring all windows software, understanding and troubleshooting IP, IP routing, routing protocols, debugging, other common network troubleshooting tool and methods, understanding how internet protocols work and routing.
* Skill: Ability to install and administer computer, hardware and software, analytical and problem solving skills, effective verbal, presentation and listening communications skills, effective written communications skills, computer skills including the ability to operate spread sheet, word-processing, and email.
* Personal Attributes: Be honest and trustworthy, be respectful, possess cultural awareness and sensitivity, be flexible, demonstrate good work ethics.
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Additional Requirements
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1. 5 years of strong direct customer service experience in MSP environment.
2. Proven experience of delivering a high degree of customer service and can effectively problem solve in an out of the box way including appropriate interpersonal skills to manage demanding or difficult customers appropriately.
3. Strong verbal and written communication skills.
4. Self-motivated team player with the ability to work calmly under pressure, to meet tight deadlines and see tasks through the completion with minimal supervision.
5. Attention to detail as well as a high degree of accuracy in data entry.
6. The ability to ensure that customer requirements are recorded exactly as specified.
7. Possess high level of organisational skills, can manage their own time and tasks to completion.
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