MSP & Field Team Hybrid Team Member - Sector 7 LLC
Wixom, MI
About the Job
Sector 7 is looking for a qualified remote and on-site IT Technician that is responsible for the Tier 1 Managed Support Queue and a support resource for onsite projects. We’re looking for someone with basic and intermediate knowledge of computer software and hardware as well as a variety of internet applications, networks and operating systems. Provide timely and accurate information to decision makers, create a positive environment for customers, and to ensure compliance with applicable accounting laws and procedures.
Core Values
Our ideal candidate possesses the following values:
o Employees = #1: Employees are our number 1 priority
o E=mc^2: What you do effects others
o Be efficient: Inefficiency bankrupts morale & momentum
o Grow upwards; Not downwards: Let's develop into our higher selves
o Up, Down, Up, Down, A,B,A,B: Unlock the matrix; advance and overcome
Responsibilities
Managed Service Provider Functions:
o Responsible for the front line of the technical SLA for our managed service customers at a Tier 1 support level. Responsible for following up on all open and/or overdue tickets assuring a resolution in a timely manner. Provide technical assistance and problem resolution for customers, as well as internal personnel, requesting technical assistance through escalations. Must have great communication skills to ensure high levels of positive customer feedback. Demonstrates a commitment to increasing customer satisfaction by delivering friendly, courteous service to clients. Maintains information within a knowledge-based computer system, including data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps. Provide support as a scheduled, on-call technician during off hours.
Field Team Functions:
o Responsible for daily reporting of tasks and to-do's within the company's project management platform. Display pride and professionalism in maintaining self appearance, company equipment and property. Promptly deliver excellent customer service demonstrating a commitment to increasing customer satisfaction.
Onsite Functions:
o While onsite, must present professional in self appearance and take quality care with company and customer equipment and property. Must arrive onsite at least 15 minutes prior to scheduled customer appointments, and confirm arrival in the company chat. Responsible for clear and consistent communication in chat providing hourly updates while onsite. May assist with DC server and deployments for MSP and Hosting divisions. Communication with customers and proper support channels (i.e. Customer/Project Manager). Utilizes ticket system and documentation tools. Assist with development and maintenance of local networks.
Experience and Preferences
o Set up and support workstations with computers and necessary peripheral devices (routers, printers etc.)
o Utilization of network topography & OSI Model
o Understanding of SMTP & Email Systems
o Virtualization Technologies (Particularly VMWARE / Hyper-V)
o Use of Microsoft Windows Server (2008/12/16)
o Use of Microsoft Office (2013/2016)
o Develop and maintain local networks in ways that optimize performance
o Ensure security and privacy of networks and computer systems
o Perform troubleshooting on computer hardware to ensure functionality
o Install and configure appropriate software and functions according to specifications
o Assist with development and maintenance of local networks
o Utilizes ticket system and documentation tools
o Communication with customers and proper support channels (i.e. Customer/Project Coordinator)
o Consistent, regular, and reliable attendance including being ready for work at the designated start time
o Ensure that all issues are properly documented and assigned in a technical support ticketing system
o Perform analysis, diagnosis, and resolution of IT problems that arise
o MSP experience
o Prior customer service experience
o Must have valid driver’s license and reliable transportation to and from the Sector 7 office
o Must be able to lift a minimum of 50lbs
o *Degree in Computer Science or Certifications will be an advantage (e.g. CompTIA A+, Microsoft Certified IT Professional)