IT Support Specialist

IT Support Specialist with MSP Experience
Salary Range
55K-70K - Depending on Experience
Job Summary

The number one goal of everyone in our team is to make our Clients exceptionally happy. The IT Field Technician plays an important role in making sure that happens.

The IT Field Engineer handles escalated support requests for the IT Team that need to be handled on-site. They are assigned the support requests that the Helpdesk Technician can t handle as well as any projects that require on-site implementation.

When help is needed the Field Engineer can turn to the IT Service Manager for guidance and support.

RESPONSIBILITIES & TASKS

Customer service

Work on and resolve escalated Helpdesk Tickets
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with advanced on-site troubleshooting
Provide the Client with on-site installation & removal of equipment
On-Site Hardware Maintenance and Support

USE of our TICKETING SYSTEM

Use our Ticketing System to resolve Helpdesk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren t stale throughout the process

PROJECT WORK

From time to time the projects team will need additional resource to help deliver projects on-site.

Communication, Reporting & risk

Create and maintain documentation for on-site processes
Escalate tickets that require Service Delivery Manager support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Submit Timesheets & Expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the IT Service Manager and Clients

Team Work

Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the IT Service Manager or CTO

Skills and Attributes
Desired

A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
Advanced understanding of support tools, techniques and how technology is used to provide services
Advanced understanding of operating systems, business applications, printing systems and network systems
Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
Advanced experience and understanding of structured cabling (tidy cable management is a must)
Advanced experience installing and maintaining networking and VoIP equipment
Advanced experience and knowledge of working with the Microsoft 365 Platform
Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Advanced knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
Great Communications skills, founded in being a good listener
A deep desire to deliver an amazing Client Experience
Drivers license / background check
The ability to speak both Geek and Human
The ability to keep up with & adapt to the fast-paced IT world

Nice to have

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, A+, Network+, Security+ etc.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Perks
Get your birthday paid time off

Generous incentives for reaching Team and Company Goals

We have Health / Dental and Vision offerings. Up to $250 reimbursement.

An easy-going environment and culture (we all enjoy what we do)

The flexibility to work from home (we run a Hybrid office)

Reimbursement for Mileage

Reimbursement for Phone

A company Laptop

A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH
For someone looking to progress their role, the IT Field Technician naturally leads into roles such as: the Network Technician, Network Engineer.

Job Qualifications
Education: Bachelor's degree in Computer Science, Information Technology or a related field
Experience: 3-5 years of relevant work experience
Other requirements: Knowledgeable with various software programs
Skills
LearnerProblem SolvingIdentify and resolve problems quickly and efficientlyExhibits high attention to detailExcellent customer service skills requiredGathers and analyzes data skillfullyWrites clearly and informativelyAdapts well to change