Technical Services Delivery Team Member

2 weeks ago


North Myrtle Beach, South Carolina, United States NETRIO Full time
Job Description

Who are we looking for?

We are seeking a highly skilled and motivated IT professional to join our team as a Technical Services Delivery Team Member. The ideal candidate will have extensive experience in basic computer troubleshooting, Windows desktop and server operating systems, and network devices. They will be responsible for providing technical support to our clients, troubleshooting issues, and resolving problems in a timely and efficient manner.

What you'll do

As a Technical Services Delivery Team Member, you will be responsible for:
• Responding to requests for technical assistance via phone, chat, or email
• Diagnosing and resolving technical issues remotely
• Logging all customer interactions in our ticket management system
• Assisting with complex support requests/issues via escalation from Tier 1 support agents
• Following incidents through to resolution while also providing regular updates to customers on their support requests
• Providing customers with support for corporate owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting
• Troubleshooting workstation, networking, storage, and server issues on a variety of platforms, including supported versions of Microsoft Windows desktop and server OS, Mac OS, MS Exchange, Office 365, Active Directory, and basic networking problems (Client VPN setup, Network Connectivity via wired/wireless, etc)
• Providing break-fix support, such as hardware replacement, operating system re-installs, virus and malware removal and other hardware maintenance
• Communicating technical speak to non-technical customers in person, over the phone, and via email

Requirements

The ideal candidate will have:
• An extensive amount of experience in basic computer troubleshooting
• 2+ years of experience working in a position supporting end-user devices and applications
• 2+ years of experience in Windows AND Mac OSX repair and troubleshooting
• 1+ years of Windows Server configuration, maintenance (patching), troubleshooting, and configuration
• An understanding of Office 365 and Active Directory (Account creation, password resets, group and distro list membership, OneDrive for Business, Sharepoint, etc.)
• 1+ years of supporting network devices (Firewalls, switches) and IP connected hardware
• 1+ years wired/wireless network installation and troubleshooting experience
• Demonstrated success working in fast-paced and deadline-oriented environment
• Network Troubleshooting Experience
• A+ / Network + / MCSA / MCSE / CCNA are a plus, but not required
• A fun, customer-focused attitude

Skills and Qualifications

The successful candidate will have the following skills and qualifications:
• Willingness to learn new tech and advance their career in the IT industry
• Thorough knowledge of Windows Desktop and server operating systems
• An understanding of DNS and DHCP (how they work, how to make modifications to them, etc)
• Ability to interact at all levels of management internally, and with customers and vendors
• Superior communication skills, both verbal and written
• Excellent follow-through
• Professional appearance
• Takes initiative and doesn't need constant instruction
• Must be able to multi-task and manage time amongst clients
• Flexibility and ability to bounce between projects/tasks quickly
• A natural troubleshooter; someone who will see a problem through until it's resolved, and is able to quickly research and diagnose problems even on technology not previously worked with

Benefits

We offer a competitive salary and benefits package, including:
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement

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