Technical Support and Solutions Specialist

1 week ago


Morris Plains, New Jersey, United States The Phoenix Group Full time

About the Role

We are seeking a highly skilled Technical Support and Solutions Specialist to join our team at The Phoenix Group. This is an exciting opportunity for someone who is passionate about providing top-notch technical support and solutions to our users.

Job Summary

The successful candidate will be responsible for resolving desktop hardware and software issues, troubleshooting software, hardware, and peripheral device problems, and providing remote computer and hardware setup and replacement as needed.

Responsibilities

  • Tech Support and Troubleshooting: Help users resolve desktop hardware and software issues, including user account setup and related administrative duties, such as installing, upgrading, and supporting Mac and Windows desktop software and hardware.
  • Hardware and Software Issues: Troubleshoot and resolve software, hardware, and peripheral device issues, such as network printers, scanners, VoIP phones.
  • Technical Assistance: Respond to requests for technical assistance in person, via phone, or electronically.
  • Remote Support: Provide remote computer and hardware setup and replacement, performing configurations and installations as needed.
  • Problem Resolution: Track, log, and route problems/requests in ConnectWise Manage, document resolutions, and collaborate with the team on next steps for ticket resolution.
  • Server and Network Monitoring: Support the Manager of IT Support with routine maintenance and day-to-day duties, including server and network infrastructure monitoring.
  • DMS Support: Support users with document management system (DMS) issues, configurations, and best practices.
  • Mobile Device Support: Maintain and troubleshoot mobile devices, including Android and iPhones.
  • Research and Development: Research and stay current with system information, changes, and updates to enhance user support.
  • Post-Resolution Follow-ups: Perform post-resolution follow-ups on help requests to ensure issue resolution.

Requirements

To be successful in this role, you will need:

  • Strong Tech Support Background: 3+ years of tech support or helpdesk experience, preferably in a legal or professional services environment.
  • Microsoft Office Proficiency: Strong Microsoft Office experience, including Office 2016 and Office 365.
  • Operating System Expertise: Proficiency in Windows 10/11, MacOS, Apple iOS, and Android environments.
  • Peripheral Devices: Familiarity with peripheral devices such as printers and scanners.
  • DMS Experience: Experience supporting document management systems, preferably NetDocs.
  • Troubleshooting Skills: Excellent troubleshooting and diagnostic skills.
  • Network Infrastructure: Experience with network infrastructure, including TCP/IP networking stack, switches, routers, and firewalls.
  • Cloud Computing: In-depth knowledge of hardware/software, server platforms (Windows Server 2012 and newer, Linux), and cloud computing infrastructure (AWS).
  • Remote User Support: Experience supporting remote users, including VPN setup and management (GlobalProtect).
  • Certifications: Certifications such as CompTIA A+ or AWS Certified Solutions Architect (not required).

What We Offer

We offer a competitive salary range of $60,000 - $80,000 per year, depending on experience.



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