IT Support Specialist
2 days ago
At CW IT Support Inc., we are seeking a highly skilled and customer-focused IT Support Technician to join our team. As a key member of our support team, you will be responsible for providing top-notch technical support to our clients in Eastern North Carolina and surrounding areas.
Job Summary:We are looking for a talented IT Support Technician to work in a remote support role, providing technical assistance to clients via phone, email, and remote access. The ideal candidate will have excellent customer service skills, a strong understanding of IT concepts, and the ability to work independently in a fast-paced environment.
Responsibilities:- Provide technical support to clients via phone, email, and remote access
- Document remote support activity in ticketing system and update client information on file
- Sell additional services/hardware when appropriate to help resolve client issues and meet their needs
- Support monitored services remotely when needed (backup failures, anti-virus alerts, etc.)
- Answer incoming phone calls, dispatch work, update tickets, etc.
- Responsible for taking the initial ticket from the customer and handling the issue if it can be resolved in 15 minutes or less, otherwise dispatching it to a Tier 2 support technician for more advanced troubleshooting
- Excellent customer service skills
- 1 year minimum in an IT support role, MSP experience highly preferred
- Experienced with end-user desktop support, including desktop hardware repair, drive replacement, and disk imaging practices
- Basic understanding of networking (DNS, DHCP, etc)
- Basic understanding of Active Directory a plus
- Self-driven and ability to work both independently and in a team environment
- Competitive pay
- Excellent benefits (health, dental, vision, 401k, life insurance, long-term disability)
- Company-paid cell phone
- Dedicated service vehicle fully outfitted to help you get the job done right the first time
- Aggressive bonus and incentive structure
- Profit-sharing program
We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused IT Support Technician looking for a new challenge, please submit your application.
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