IT Support Specialist III

2 days ago

Suwanee, Georgia, United States MIS Solutions Inc. Full time
Job Description

Job Title: IT Field Support Specialist III

Location: Suwanee, GA

Reports to: IT Support Manager

Compensation: $55-68K, commensurate with experience

 

The IT Field Support Specialist III provides technical support to clients in an efficient, effective, and accurate manner. This role will supplement support desk operations by working as a member of the local team to provide support delivery to clients, while serving as a resource for help desk escalations.

Key Responsibilities

  • Onsite installation, maintenance, and repair of designated client and/or company equipment
  • Technical resource for onsite, pre-scheduled CSAs (client support appointments)
  • Act as onsite point of contact for clients
  • Provide Support Desk and queue support as necessary, diagnose and resolve advanced issues
  • Maintain communication with clients to ensure proper follow-up on issues through to resolution
  • Participate in on-call/afterhours support rotation which can include weekends
  • Administrative tasks to include proper recording, documentation, and closure of work tickets, including time entries
  • Maintain and update internal technical documentation of both company and clients
  • Preserve and grow knowledge of support procedures, products, and service
  • Recommend procedure modifications or improvements
  • Utilize excellent customer service skills and exceed customer expectations
  • Follow company processes and adhere to company standards
  • Maintain and meet applicable regulatory requirements
  • Perform other duties as assigned

Additional Responsibilities

  • Participate in on-call/after-hours support rotation which can include weekends
  • Participate in strategy and consulting meetings on technical matters – internal and external – for company and client interest

Requirements

  • Degree in related field, or equivalent experience
  • 3+ years related experience, working independently in the field/at client sites
  • 7-10 years related experience
  • 1-5 years' experience working in an MSP/CSP environment (preferred)
  • Certifications in A+, Security+, Network+
  • Advanced broad range technical troubleshooting and issue resolution skills and experience
  • Hardware: pc hardware, macs, printers, scanners, computer peripherals, mobile devices, servers
  • Software: Windows PC OS and Server OS, Citrix, VMWare, MS Office products, Mac OS
  • Knowledge of, and experience with, terminal server environments, networking, LAN, WAN, UTMs
  • Ability to communicate technical information, both verbal and written to a wide range of users
  • Customer service orientation
  • Demonstrated success with multi-tasking and the ability to adapt to ever-changing environment while maintain a clear focus on all priorities
  • Experience working in a fast-paced, friendly, and team-oriented environment
  • Excellent oral and written communication skills
  • Strong organization skills and acute attention to detail
  • Enjoys working with people to solve problems and learn new things
  • Must have a reliable personal vehicle
  • Travel- client sites, 3 days per week, up to 100 miles per day

Working Conditions

The workplace for the Field Support Specialist position is in the office and at client sites. While performing the duties of this job, the employee can be exposed to outside weather conditions, especially when traveling to and from client sites. All types of driving conditions can be expected. On rare occasions, the employee will also work in high, and at times, confined and precarious places. The noise level in the work environment can range from low (standard office environment), to moderate to loud (warehouse or datacenter environment) depending on the client site or assignment.

Physical Requirements

  • Prolonged periods sitting at a desk and working on a computer
  • Must be able to lift, carry, push, and pull up to 75 lbs. on occasion
  • Driving- up to, but not limited to, 100 miles per day

Why Work With Us?

  • Competitive salary and commission structure
  • Health, dental, and vision insurance
  • Retirement savings plan
  • Company-paid Life/AD&D Performance-based service metrics
  • Paid holidays
  • 16 days PTO first year, expanded plan afterwards
  • Incentive Plan for Employee and Client Referrals
  • Complimentary gym membership within walking distance of our office
  • Ongoing training and professional development opportunities
  • Collaborative and dynamic work environment with best-in-class team members
  • Opportunity for career advancement within an established company founded in 1995 that continues to grow
  • Unparalleled company culture – go ahead and follow us on LinkedIn to see how we walk our talk and provide our associates a truly unique environment to Grow, Lead, Serve, and Do
  • Technical certification & leadership training

MIS Solutions is a leading Managed IT Services firm specializing in providing comprehensive technology solutions to businesses of all sizes. With a proven track record dating back to 1995 of excellence and a commitment to innovation, we help our clients streamline their IT operations, improve efficiency, and drive business growth. Join our dynamic team and be a part of a company that's shaping the future of IT services.

MIS Solutions, Inc., is a high-growth, privately owned Managed IT Services Provider in Suwanee, Ga. For 27 years, we have helped small and medium businesses by delivering badass technology solutions to complex business problems. MIS Solutions was founded on the call to serve, built by developing long-term relationships with clients and grown by an intense desire to deliver great value at every interaction. MIS team members make our company what it is. We are an EOS company and take pride in attracting and retaining people who are professional, skilled, and focused on results. We love to serve others and demonstrate servant leadership in the products, services, and solutions we provide and the way we market, sell, communicate, and develop relationships.

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