Our client is in the Manage Service Provider (MSP) Space with years of experience serving SMB clients in many different industries.
Right now, they are seeking for a bright, enthusiastic Technology Support Specialist to help support their clients’ daily IT needs. You will be responsible for responding to and resolving daily support requests. A normal day will include: analysis of client systems to make recommendations and improvements, testing and documenting desktop support utilities and applications, and tracking tasks and time entries in the company CRM system.
This position is perfect for someone who enjoys learning and developing new technical skills every day. The ideal candidate will excel in a fast-paced environment and enjoys interacting with and assisting clients.
Primary Responsibilities
- Provide IT support services to customers throughout Silicon Valley and San Francisco
- Research and verify technical solutions and provide workaround solutions where appropriate to make recommendation
- Respond to and resolve client technical issues expeditiously and professionally
- Maintain up-to-date documentation of customer systems
- Escalate issues to senior support staff when appropriate
- Work with internal and external technical staff and vendors
- Support multiple clients and server environments
- Manage multiple tasks and issues
Required Technical Skills, Knowledge, & Experience
- Experience delivering tech support to end-users
- Resolution of end user support issues and operating system issues related to Microsoft Windows 7/8 and Mac OS X operating systems
- Remediation of web browser, network, and internet connectivity issues on a desktop level
- Basic email, calendar, and contact configuration for mobile devices
- Familiarity with productivity applications Office, Office 365, and/or Google Apps
- Ability to resolve printing issues related to: hardware issues, printer drivers, services, USB, and network connectivity
- Configuration and administration of Microsoft Windows 7 OS and/or Windows 8 OS
- Configuring, customizing, and troubleshooting browser applications (Chrome and IE)
- Wireless networking (non-enterprise)
- Customer service experience
- Ability to properly research technical issues to craft an appropriate resolution
- Experience in a position that required attention to detail in execution of tasks
Desirable Technical Skills & Knowledge
- Android and iOS mobile operating system configuration and administration
- Ability to configure productivity applications: Office, Office 365, and/or Google Apps
- Tracking and documenting support issues in a ticketing system
- Use of remote control software
- Experience practicing active listening
- Experience accessing, searching, and updating records in a central CRM software system
- Setting local group policies on a Windows computer
- Deploying mobile settings and apps to multiple mobile devices (smartphones or tablets)
- Configuring users in Active Directory for passwords and basic account creation/modification
- Configuring user email addresses in a mailbox on exchange
- SMTP (mail) technologies
- Windows Server OS
- Active Directory Services
- Basic Firewall security concepts (NAT, Stateful packet inspection, ACL, UTM, DDOS)
- Network Communication Theory
- DNS
- Network physical and logical topologies
Other Requirements
- Bachelor’s degree (preferred)
- IT certifications (preferred)
- Familiarity with non-profits and schools
- 1-2 years’ experience in a direct customer-facing role
- At least 2 years of experience in a similar technical role
- A valid CA Driver’s License
- Authorization to work in the USA
Benefits
Competitive base compensation plus 10 paid holidays, 15 paid vacation and 10 paid sick days per year, 2 personal days, medical, dental and vision coverage, life insurance, short and long term disability, 401(k) matching plan, and an array of work/life benefit options.