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Network Technician

4 months ago

Sarasota, United States Intechgrate Systems Full time

Who are we?

Intechgrate Systems is a technology solution provider with a focus on professional and managed services. For over 20 years, we've helped small to medium businesses in a wide array of industries solve their technology challenges. We service our clients by keeping up with digital security and cloud technology to allow them to focus on their clients. We're seeking your talents to manage our growing organization.

At Intechgrate Systems we foster a ‘people first' culture in which each team member is accountable to the others, as well as the community of businesses we help to support.

This means our team members are encouraged to be their authentic selves and bring their passions to work. We believe our approach to business and culture helps us focus our collective efforts into something truly special.

Compensation and Benefits

  • Competitive compensation; base salary, commission on billable hours, bonuses
  • Company paid health insurance
  • Healthcare, Dental, and Vision choices to meet your individual needs
  • Retirement account options with company match
  • Flexible vacation and personal time

The Network Technician is responsible for handling support of service requests. This relates to all technology, including workstations, servers, printers, network firewalls, Wi-Fi devices and management, as well as and vendor specific hardware and software.

Essential Duties and Responsibilities:

  • IT Support relating to technical issues involving core business applications and operating systems
  • Support of backup and recovery solutions
  • Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, Terminal Services, and VMWare
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review in Intechgrate System's Professional Service Automation (PSA) tool
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Provides support to end users on a variety of issues
  • Identifies, researches, and resolves technical problems
  • Responds to telephone calls, email and personnel requests for technical support
  • Documents, tracks, and monitors the problem to ensure a timely resolution
  • Familiar with a variety of the field's concepts, practices, and procedures
  • Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements
  • Engage with customers onsite
  • Be available for on call support when scheduled
  • Resolve Intechgrate Systems product solutions questions for prospect's/customers technical liaisons; resolve prospects technical questions/issues and overcome objections to purchasing network infrastructure technology.
  • Interface with customer's executives, technical representatives, and all Intechgrate Systems employees.

Additional Responsibilities

  • Improve customer service, perception, and satisfaction
  • Timely turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Escalate service requests that require more experienced technicians
  • Responsible for entering time and expenses in Intechgrate System's PSA tool
  • Understand processes in Intechgrate System's PSA tool by completing training
  • Enter all work as service tickets into Intechgrate System's PSA tool

Skills/Requirements

  • Preferred: Minimum of three years of hands on experience in a technical support environment
  • Preferred: AS degree in Information Technology may be substituted for work experience
  • Professional IT Certifications
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of Intechgrate System's key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment

Additional Information

Some lifting, carrying, pushing and pulling equipment is involved

Although this position is based out of Intechgrate System's main office in Sarasota, FL, traveling to and from customer business locations is required.

This position includes providing phone & remote session support from Intechgrate System's Sarasota office or onsite support at our customers in Florida's central gulf coast area. Majority of client office locations are within a 50 mile radius of Sarasota. Mileage is reimbursed as reported, at a rate of $0.50/mile.

The hours of this position may be altered occasionally to meet client needs, but generally follow this schedule: Monday through Friday; 9:00 AM – 5:00 PM

Must pass Drug Free Workplace Testing

Must pass Background Check