IT Support

One of our US based clients in IT Services and IT Consulting are looking for a knowledgeable, positive, self-motivated, and energetic Tier 1/2 IT support technicians to work with them.

(US hours)

You will work with the team of IT support technicians and become part of a diverse company and culture that you can be a part of.

The IT Support Technician is the primary customer facing contact. This customer-focused position works to fully resolve issues efficiently while ensuring the great customer experience. This dedicated individual possesses the ability to maintain well-balanced order in a highly demanding and time-critical environment. Level 2 capability is demonstrated by easily accomplishing complex and diverse tasks for their MSP clients.

Duties And Responsibilities:
The IT Support Technician will interface with management and client users.

Specific responsibilities for this position include, but are not limited to:

- Manage call load to ensure we are exceeding customer expectations and escalate issues as appropriate
- Provide a great customer experience and improve client relationship with the customer
- Take ownership of every issue to ensure it is completely resolved
- Comprehensive notes and documentation for every engagement
- Customer communication that ensures a high level of satisfaction and appropriate expectations
- Meet and exceed appropriate productivity levels relative to tasked assignments
- Focus on continuous improvement and enhancements to their capabilities
- Flexibility and willingness to solve all IT needs as requested
- Strong generalized IT skill set: Including Desktop OS, Server OS, and network and Cloud architecture

Knowledge, Skills and Abilities Required:

- Outstanding customer service skills
- Strong verbal communication and listening skills
- Working knowledge of IT hardware
- desktop, laptops, servers, switches, etc.
- Experience with desktop operating systems including Microsoft and Mac OS
- Server OS experience including AD, DNS, DHCP
- Microsoft 365 Platform / Azure knowledge
- Knowledge of network theory and architecture
- Ability to explain technical concepts, terminologies and provide instruction in layman's terms to individuals or groups
- Strong documentation skills emphasizing attention to detail
- Proven analytical and problem-solving abilities
- Steadfast ability to work independently, yet able to work effectively as part of a team
- Confident with working under limited time constraints and pressure situations

Experience
- Required Prior MSP technical role
- Experience with ConnectWise Manage / Automate
- Demonstrated success in Information Technology
- Preferred A+/ Net+/ and Security+ Certifications
- Preferred IT Generalized Certification: ex. MCSA
- Preferred Specialized Certification: ex. CCNA

Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time, with or without notice.

About The Employer:

- Freelancer/Consultant (Longterm contract)
- International Exposure
- Flexibility to work form home

Application Question(s):

- Prior MSP (Managed Service Provider) technical role - How many years?
- Working experience and knowledge of IT hardware
- desktop, laptops, servers, switches, etc - How many years experience?
- Microsoft 365 Platform / Azure knowledge - How many years experience?
- Strong generalized IT skill set: Including Desktop OS, Server OS, and network and Cloud architecture - How many years?
- Systems / Network Administration - How many years?