IT Field Technician- T2 with Networking Experience - Base8

Who We Are: 

Base8 provides technology and business consulting services to companies throughout the US and Canada under the XOverture and Cure8 brands. We like to work with businesses that are serious about scaling, risk management, and developing mature processes – ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner. 

Who You Are: 

This position will be in Studio City, LA but you will be working closely with the team in Hyderabad and Canada through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations. 

Roles and Responsibilities: 

• The Field Technician is a strategic technical position within our organization. This position is responsible for handling incoming technical support calls and tickets at the client's place. Client management is a more important component of this position. 
• As a Field Technician, your primary duties and responsibilities include the following. Other duties may be assigned. 
  Record all actions, conversations, and work undertaken in the IT Service Management Tool (ConnectWise) Within Connectwise, use the knowledge base for known errors, and work around to aid diagnosis or resolution. 
• Proficient with customer support issues dealing with mobile device activations, advanced troubleshooting, and customer orders through portals 
• Provide exceptional customer client service and client satisfaction 
• Primarily assists with more complex issues or with customers with unique processes 
• Solid understanding of contractual goals and Service Level Agreements (SLAs) 
• Fully competent in mobile technology proven through testing, performance, quality, technical ability, efficiency, and system knowledge 
• Learning more advanced troubleshooting skills and techniques 
• May work on clients with unique requirements 
• Responsible for entering time and expenses in the ConnectWise ticketing system as it occurs 
• Resolve/fulfill incoming Service Desk incidents and requests from internal staff 
• Provide IT support for many technologies (mostly Microsoft) to a wide user base 

• Work through project tickets and stay current on project status as delegated by a Project Manager 
• Enter all work activity in Service Desk or Project boards within ConnectWise 
• Review IT publications and online materials to remain up-to-date with current and emerging technologies in the industry. 
• Handling incoming telephone calls, emails, and self-service tickets in a customer-friendly and professional manner 

Skills required 

• 3-5 years of work experience as a Service Desk Analyst in a Service Desk environment. 
• Excellent communication skills (must) 
• Graduate or equivalent qualification ideally in an IT-related discipline.  
• Active Directory, 0365, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting 
• Knowledge of ITIL Service Management best practices. 
• Thorough analytical skills in varying technical issues 
• Ability to multi-task, adapt to quickly changing priorities, and maintain deliverables to clients 
• Technical awareness: the ability to match resources to technical issues appropriately and provide context to resources to engage effectively 
• Service awareness of all organization's key IT services for which support is being provided 
• Understanding of support tools, techniques, and how technology is used to provide IT services