Support Technician

Support Technician Overview:

A Support Technician will be expected to provide fast and useful technical assistance on various technology-based systems. In addition, the Support Technician will answer queries on fundamental technical issues and offer advice to solve them.

An excellent Support Technician must have solid technical knowledge and communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient in dealing with demanding customers.

The goal is to create value for clients that will help preserve Vertilocity's reputation and business.

Vertilocity's Support is far more dynamic than typical service desks, wherein our employees are provided the opportunity to learn and work on all aspects of our client's technology.  In doing so, Vertilocity provides staff with the ability to advance in their career paths and skills. Vertilocity offers our Support Technicians a career, not a job. 

Responsibilities:

• Provide end-user remote support and remediation for automated incidents as assigned 
• Work on Support incidents that come in via phone, email, or customer portal 
• Monitor and manage system alerts and notifications, and respond accordingly through service incidents. 
• Support technical issues involving Microsoft's core business applications and operating systems 
• Support disaster recovery solutions 
• Installation and configuration of workstations 
• Malware removal 
• Configure users in the Microsoft Domain Environment 
• Essential technical support at the network level: WAN and LAN connectivity, routers, firewalls, WiFi, and security 
• Install and configure a variety of Lines of Business Applications 
• Support print quality and printer networking issues 
• Improve customer service, perception, and satisfaction 
• Fast turnaround of customer requests 
• Ability to work in a team and communicate effectively 
• Work with the Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently 
• Escalate service requests that require Senior-level support 
• Enter time and expenses as they occur 
• Understand Vertilocity's internal processes by completing assigned training materials 
• Enter all work-as-service incidents as it occur 
• System documentation maintenance and review 
• Communication with customers keeping them informed of incident progress, notifying them of impending changes or agreed outages 

Reports to:

• Network Administrator and Support Services Supervisor 

Qualifications:

• Demonstrated ability to solve problems and quickly learn new technology
• Responsible, professional, and motivated
• 1+ years' experience in Information Technology experience
• Experience with PSA and RMM tools

 Education                                             

• A technical degree in an IT-related field or equivalent work experience. 

 TypeFulltime Benefits:

• Unlimited PTO
• Affordable Medical, Dental, Vision
• 401k, with company match
• Annual Performance Reviews
• Career Pathing

 SalarySalary is highly competitive and based on an individual's experience, region of employment, and recognized personal achievements and certifications. 

About Vertilocity:

Vertilocity is one of the nation’s first and leading managed services providers. We serve clients across the country, and our client base is growing substantially. As we grow, we continue to seek capable, dedicated professionals in all aspects of our business, including IT services, and increasingly, cybersecurity. Digital technology is the most impactful disrupter in business today. Everywhere, in every corner of every industry, companies are embracing digital transformation. Vertilocity is steeped in experience in organizational workflows, systems, and software, and supports those businesses’ initiatives to embrace the relevant, sophisticated technology they need to provide services and remain competitive. We have been a trusted advisor to companies on their technology-based business management systems since our founding in 1993. We were among the earliest entries in the field of managed provider services, and offers a vast array of IT-related services. But more than just a provider of services we are a solver of problems. When we go home at night, we know we’ve made something good happen for our clients. Our recruits choose their career paths. We want you to excel in your career as part of a dynamic team, and we provide the support and resources to help you succeed. The breadth and depth of experience we offer you is unique in the marketplace. If you want a career in a leading edge field, and want to be involved in work that is critical to people and their businesses, you’re the kind of person we’re looking for.Vertilocity is an HBK technology company that was founded by entrepreneurial CPAs who understand that businesses suffer from inefficient workflow and unnecessary downtime without quality, professional, and timely IT service and support. As a member of the HBK family, a U.S. Top 50 CPA firm, Vertilocity brings HBK’s traditional values of providing exceptional client service and building long-term client relationships to the world of technology.

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