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IT Support Specialist

2 months ago

Hackettstown, New Jersey, United States Netfire Full time
Job Overview

NetFire is a leading provider of cloud technology solutions, dedicated to delivering high-quality products and services to businesses of all sizes. We are seeking a highly motivated and detail-oriented IT Support Specialist to join our team.

Key Responsibilities
  • Provide exceptional customer support via phone, email, and in-person visits, ensuring prompt and efficient resolution of technical issues.
  • Develop and maintain strong relationships with clients, frequently communicating to anticipate and proactively address their needs.
  • Regularly visit client sites to set up new services, troubleshoot and repair issues, and evaluate existing or potential IT needs.
  • Install and configure a variety of IT equipment, including computers, docking stations, phones, monitors, printers, networking devices, and servers.
  • Efficiently manage and maintain an inventory of NetFire-owned hardware, ensuring accurate tracking and availability.
  • Assist in the operations of our warehouse facilities, managing logistics such as the shipping and receiving of packages from vendors, customers, and third parties.
  • Participate in continuous training programs to stay updated with the latest technology and customer service best practices.
  • Collaborate with the IT team to develop and implement strategies for improving overall customer satisfaction and service efficiency.
  • Conduct regular follow-ups with customers post-service to gather feedback and ensure their continued satisfaction with NetFire's products and services.
  • Assist in creating and updating technical documentation and customer service guides to enhance user experience.
  • Engage in team meetings to discuss customer service challenges and brainstorm solutions for improving the overall customer experience.
Requirements
  • High School diploma or equivalent. Degree in IT-related field and/or certifications are a bonus but not required.
  • Entry-level position; professional experience is not required, but a positive attitude and a strong interest in pursuing a career in IT, particularly within an MSP environment, are crucial.
  • Prior experience in customer service is highly valued, as it demonstrates the ability to interact effectively and empathetically with a diverse range of clients.
  • Experience working in a technology-related company, especially within an MSP or similar IT service provider setting, is beneficial.
  • Background in inventory management and warehousing operations is advantageous, especially in contexts involving IT equipment and multiple client accounts.
  • A robust understanding of the following IT-related areas is required:
    • Operating Systems, with a focus on:
      • Windows 10
      • Windows Server
      • Mac OS & iOS
      • Linux (Debian and/or RHEL-based distributions)
    • Software and ecosystems:
      • Strong familiarity with Microsoft 365 is highly preferred, given its widespread use in IT client environments.
      • Google Workspace
      • Microsoft Active Directory
    • Basic knowledge of small office networking, including:
      • Dynamic and static IP addressing
      • Experience with Ubiquiti UniFi is advantageous.
    • Basic understanding of VoIP phone systems, with experience in 3CX phone system, or Teams Phone system being a plus.
    • Competence in handling printers, including the installation of basic networked printers.
  • Proven ability to manage and prioritize tasks effectively in a fast-paced, multi-client environment.
  • Experience or familiarity with remote monitoring and management (RMM) tools, and proactive IT maintenance practices.
  • Strong problem-solving skills and the ability to diagnose and resolve technical issues across a variety of client infrastructures.
  • Excellent communication skills, capable of explaining technical concepts to non-technical users in a clear and understandable manner.
  • Commitment to ongoing learning and adaptation in a rapidly evolving IT landscape.