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IT Support Specialist
2 months ago
Job Description
SysArc is a leading IT Managed Services and Cyber Security Services Provider, seeking a skilled IT Support Specialist to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities
- Provide technical assistance and support for incoming tickets received through the ticketing system or over the phone.
- Meet or exceed baseline metrics for reactive support.
- Carry out and document troubleshooting steps to resolve problems.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), VPN, and other systems.
- Document internal procedures and processes, and create "how-to" write-ups and upload on the internal documentation tool.
- Assist with onboarding of new users remotely.
- Remote setup of new/old PCs and deployment for our clients using standard hardware, images, and software.
- Help end-users configure email on their smartphones.
- Active Directory and Exchange/Office365 troubleshooting/add/changes on clients' servers.
Requirements
- 3-5 years of tier II or higher technical experience.
- Proven track record of excellent customer service.
- Organized and enthusiastic about implementing our process to create a successful, efficient environment for our customers to operate.
- Familiarity with ConnectWise or comparable ticketing system.
- Ability to troubleshoot/support Mac/Apple products.
- Experience supporting with Microsoft Office 365.