IT Support Specialist

Job DescriptionJob Description

Responsibilities:

• Positively represent the company to clients and provide empathetic and friendly customer service at all times.
• Triage of incoming support requests.
• Remote and On Site support for residential and commercial customers (computer troubleshooting, new computer setup and configuration, software installation and maintenance, user moves, adds, and changes, password resets, etc.).
• Install, configure, and maintain IT infrastructure, including workstations, servers, routers, switches, and firewalls.
  • This position will be primarily tier one with some tier two support for workstation and some server but will routinely work with other team members on projects including servers, routers, switches, firewalls and other gear.
• Set up, manage and troubleshoot VPN connections for remote employees.
• Routine maintenance (log review, backup testing, etc.).
• Assist other team members as needed.
• On call rotation for after hours and weekend calls.  We rotate on-call duty between us and typically get one to two after hours or weekend calls per quarter.
• Keep clear and accurate documentation of work performed.

Required Skills / Qualifications:

• Highly customer focused
• Excellent written and verbal communication skills
• Strong attentions to detail with impeccable follow through
• Ability to multitask and prioritize workload
• Strong knowledge of IT support principles and practices
• Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment
• Dependable and able to work both individually and in a team environment
• Strong sense of ownership of client relationships
• Excellent time management and organizational skills
• Working knowledge of common off the shelf hardware and software (Microsoft Windows, Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for each
• Working knowledge of common cloud products (Microsoft 365, Google Workspace, Dropbox, etc.) and basic troubleshooting knowledge for each
• Familiarity with LAN/WAN technologies and protocols
• Working knowledge of general networking devices (routers, firewalls switches, etc.) and concepts (IP Addressing, DNS, DHCP, etc.) and basic troubleshooting knowledge for each
• Ability to learn new technologies quickly and retain information from our many different clients network ecosystems
• Navigation of common mobile device platforms (iOS, Android, etc.)

Preferred Skills / Qualifications

• Working knowledge of Active Directory (on-prem, Azure and hybrid)
• Strong working knowledge of multiple hardware firewall platforms (Checkpoint, SonicWALL, Fortinet, etc.)
• Strong working knowledge of multiple networking environments (UniFi, Meraki, Fortinet, etc.)

Benefits include a $200 healthcare allowance and paid federal holidays after 90 days of contiguous full time employment and one week (40 hours) of paid vacation after 12 months of contiguous full time employment.

Company DescriptionCyber Tech Cafe is a 20+ year old family owned small business in Cartersville, GA. We provide IT Support to primarily small to medium businesses in and around the North Metro Atlanta area both via remote support tools as well as on site visits with a strong focus on customer service. Our primary objective is to make happy customers, ideally by working with them to help them make the best, most efficient use of technology to sustain and grow their business.Company DescriptionCyber Tech Cafe is a 20+ year old family owned small business in Cartersville, GA. We provide IT Support to primarily small to medium businesses in and around the North Metro Atlanta area both via remote support tools as well as on site visits with a strong focus on customer service. Our primary objective is to make happy customers, ideally by working with them to help them make the best, most efficient use of technology to sustain and grow their business.

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