Advanced Technical Support Specialist
2 weeks ago
We are seeking a proficient Advanced Technical Support Specialist to provide outstanding assistance to our clientele. If you possess a combination of technical know-how and superior customer service abilities, along with a passion for technology and helping others, you may be an ideal candidate for this role.
About VIP Technology Solutions GroupVIP Technology Solutions Group is a leading provider of communication technology solutions for businesses. Our committed teams excel in various services, including Structured Cabling installation and repair, Workstation and Server support, Telephony, Internet and Voice-over IP solutions, Surveillance Systems, Managed IT Services, and more. We are dedicated to ensuring that businesses, educational institutions, local governments, and healthcare facilities remain technologically advanced and efficient.
At VIP, we operate under core Christian principles, emphasizing honesty, fairness, and respect in all our dealings. Guided by the belief from Ephesians 2:10, we aim to perform work that positively impacts our customers and communities.
Key Responsibilities- Independently diagnose and resolve a range of intricate technical problems
- Ensure timely resolution of pending requests
- Provide support via phone, remote assistance, and on-site visits
- Manage and document client assets for accurate records
- Collaborate with third-party software support for problem resolution
- Assess, recommend, and implement system modifications
- Maintain systems, applications, security, and network configurations
- Facilitate upgrades, patches, and the implementation of new applications
- Keep comprehensive records of work using the ConnectWise ticketing system
- A+ Certification with a minimum of 2 years of relevant experience (preferred)
- Experience in hardware replacement, data migration, and third-party software installation
- Proficiency in Office 365 Administration
- Familiarity with Active Directory Users and Computers
- Strong self-management skills and ownership of customer issues
- Ability to troubleshoot third-party software and peripherals
- Skills in malware detection and removal
- Experience with client PC connectivity and desktop security products
- Exceptional customer service and troubleshooting skills
- Clear communication of technical information to end-users
- Possession of transportation with a valid driver's license
- 2+ years of user support experience in a Windows server/client networking environment
- Prior experience with MSP tools such as N-Able, Cove, ConnectWise Manage, ConnectWise Control, SentinelOne
- Basic understanding of Linux operating systems
- Preference for candidates with IT or networking training, experience, or certification, and previous help desk roles
- Dexterity in arms and hands for keyboard and telephone use
- Able to lift up to 60 pounds and occasionally push and pull up to 100 pounds
- Capability to perform various physical tasks as required by the job
- Visual, speech, and hearing abilities to complete tasks
- Accommodations can be arranged for individuals with disabilities
- Full-time employment with a 40-hour work week
- Potential for overtime
- Compensation range: $20-25 per hour based on experience
- Opportunities for advancement within the organization
- Company-provided laptop, cell phone, and credit card for fuel and parts
- Health benefits including Dental and Vision options
- Life insurance and Long-Term Disability coverage
- Matching 401k plan
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