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Technical Support Specialist

2 months ago

Bixby, Oklahoma, United States Newave Solutions LLC Full time
Job Overview

We are looking for a dedicated Technical Support Specialist to assist our clients with their IT-related challenges. Your primary responsibility will be to troubleshoot and resolve various computer issues.

Key Responsibilities:

  • Provide IT assistance for technical problems related to essential business applications, including virtual environments using Citrix, Microsoft, and VMware.
  • Design, implement, and maintain services for Microsoft technologies such as Windows Server, SQL, SharePoint, and Microsoft 365.
  • Develop and execute system solutions tailored to meet customer requirements.
  • Support disaster recovery initiatives.
  • Deliver technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security measures.
  • Implement and support basic remote access solutions like VPN, Terminal Services, and Citrix.
  • Monitor alerts and notifications from the remote management system, responding appropriately through service tickets.
  • Maintain and review system documentation within ConnectWise.
  • Communicate with clients as necessary, keeping them updated on incident progress and notifying them of any changes or scheduled outages.

Additional Responsibilities:

  • Enhance customer service and satisfaction levels.
  • Ensure quick turnaround for client requests.
  • Collaborate effectively within a team environment.
  • Work with the Service Desk Dispatcher to route requests to the appropriate resources for efficient resolution.
  • Escalate service requests requiring higher-level engineering support.
  • Document time and expenses in ConnectWise as they occur.
  • Assist with project tickets and phases assigned by a Project Manager.
  • Complete training materials and blueprints on ConnectWise University to understand processes.
  • Log all work as service tickets in ConnectWise.
  • Stay informed about current and emerging technologies by reviewing IT publications and online resources.

We are committed to providing exceptional service to our clients.

Company Overview

Newave Solutions is a faith-based organization that offers managed services, hardware, software, and telecommunication systems to small and medium-sized enterprises. With over 40 years of expertise in the technology sector, we provide a diverse range of solutions, from basic phone systems to advanced voice over IP technology, video conferencing, and comprehensive IT collaboration tools. Our mission is to serve others by leveraging our skills and knowledge to deliver the solutions and training that every business deserves.

We offer a competitive salary and benefits package, including medical, dental, vision, and paid time off. At Newave, we foster a family-oriented environment with numerous opportunities for personal growth and community engagement.