L1 Helpdesk Field Tech

3 weeks ago

Richmond, United States ScribNet LLC Full time

We’re looking for a passionate Field Engineer (II) to join the growing ScribNet team. ScribNet is a new take on managed services with a focus in Virginia for this role.

As part of our dynamic team, you'll contribute to delivering unparalleled IT solutions that meet the unique needs of our clients. At ScribNet, we're driven by a commitment to innovation, client satisfaction, and excellence in Managed IT and Cybersecurity services. This role is ideal for someone passionate about making a significant impact, optimizing systems for performance, security, and reliability.

Tasks
  1. Provide First-Response Support: Be the initial point of contact for end-user computer issues, providing remote support via phone and PSA/RMM tools.
  2. Resolve Technical Issues: Address and resolve common technical issues such as password resets, email errors, printer issues, internet connectivity problems, hardware installations, and configurations.
  3. Close Tickets: Close tickets daily with quick resolution times to ensure efficient support delivery.
  4. Utilize Common Technologies: Work with technologies including Active Directory, Windows OS, MacOS, Microsoft 365 (M365), G-Suite, VPN, Windows Server, Hypervisors, DNS, and Azure AD.
  5. Maintain Customer Service Standards: Demonstrate strong customer service skills to effectively communicate with end users and provide a positive support experience.
  6. Document and Update Tickets: Ensure accurate documentation of troubleshooting steps and issue resolution in the ticketing system for future reference and reporting purposes.
  7. Collaborate with Team Members: Work closely with Level 2 and Level 3 support teams to escalate and resolve complex issues that require higher-level expertise.
  8. Stay Updated with Technology: Continuously update knowledge of technology trends, products, and services to enhance support capabilities.
  9. Adhere to SLAs: Meet or exceed Service Level Agreements (SLAs) for response and resolution times to ensure customer satisfaction.
  10. Maintain Hardware Inventory: Keep track of hardware inventory, perform rack and stack/cabling tasks as needed, and assist with hardware installations and configurations.
  11. Provide Training and Documentation: Create user guides and documentation for common issues and solutions to empower end users to resolve minor issues independently.
  12. Conduct Quality Assurance: Participate in quality assurance activities to ensure adherence to support processes and standards.
  13. Assist with IT Projects: Provide support for IT projects such as software upgrades, system migrations, and network enhancements as required.
  14. Adhere to Security Policies: Follow security best practices and company policies to protect client data and systems from cybersecurity threats.
  15. Maintain Professionalism: Represent ScribNet professionally in all interactions with clients and adhere to company policies and procedures.
Requirements
  1. Education: High school diploma or equivalent. Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
  2. Experience: Previous experience in a technical support role is preferred.
  3. Technical Skills:
  • Proficiency in troubleshooting common technical issues related to password resets, email errors, printer problems, internet connectivity issues, hardware installations, and configurations.
  • Knowledge of common technologies including Active Directory, Windows OS, MacOS, Microsoft 365 (M365), G-Suite, VPN, Windows Server, Hypervisors, DNS, and Azure AD.
  1. Communication Skills: Strong verbal and written communication skills are essential for effectively interacting with end users and documenting troubleshooting steps.
  2. Customer Service Skills: Ability to provide excellent customer service and maintain a positive attitude when assisting end users with technical issues.
  3. Problem-Solving Skills: Strong analytical and problem-solving skills to quickly diagnose and resolve technical issues.
  4. Teamwork: Ability to collaborate with team members and escalate issues to higher levels of support when necessary.
  5. Time Management: Ability to manage time effectively and prioritize tasks to meet ticket closure and resolution targets.
  6. Adaptability: Willingness to learn new technologies and adapt to changing support requirements in a fast-paced environment.
  7. Professionalism: Maintain a professional demeanor in all interactions and adhere to company policies and procedures.
  8. Certifications: While not always required, certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) can be beneficial.
  9. Availability: Willingness to work flexible hours and potentially participate in an on-call rotation for after-hours support.
  10. Physical Requirements: Ability to lift and move computer equipment and perform rack and stack/cabling tasks as needed.
  11. Security Awareness: Understanding of basic security principles and willingness to adhere to security policies to protect client data and systems.
  12. Driving License: Some positions may require a valid driver's license and access to a vehicle for on-site support visits.
Benefits
  • Two Weeks PTO
  • Health Care Reimbursements
  • Exposure to new technologies and an opportunity to grow

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