Technician I/II - Entre Technology Services

Technician I/II

Here at Entre Technology Services we provide exceptional onsite and remote IT support to small and medium size businesses across Montana, Wyoming and beyond. We work with a variety of businesses and organizations from Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. We want employees that hold our core values of: Invest in Others, Embrace the Hustle, and the desire to Be Better. Our core focus is to Create Raving Fans every day.

The Position:

Technicians should be able to prioritize technical issues, manage assigned tasks, document time spent and resolutions, while demonstrating patience to describe cause and solutions to end users. Ideal candidates should be very organized with the ability to switch and resume tasks as required. Candidate should have excellent communication capabilities, both verbally and written, with the ability to thrive in an expanding team environment.

Provides support to end users for basic computer, application, system, device, access and hardware issues. Identifies, researches and resolves routine technical problems of moderate complexity. Responds to telephone, email and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems. May perform password re-sets for users. Typically requires a high school diploma. Typically reports to Supervisor or Manager.

A01-Entry-Intermediate: Possesses a moderate understanding of general aspects of the job. Has gained proficiency in multiple competencies relevant to the job. Works under the close direction of senior personnel to working independently within established procedures associated with the specific job function.

Desired Technical Skills:

• 1-2+ years helpdesk/field-onsite technical support experience providing complete network to end point support services to small and medium sized businesses
• Experience with all Microsoft technologies including client operating systems, Office 365, One Drive, and Sharepoint
• Experience with Active Directory, Domain and Group Policy Administration, and Windows network administration
• Ability to install, upgrade and troubleshoot Windows 7 and Windows 10 operating systems in domain and workgroup environments including user/PC migrations, applications and hardware replacement/troubleshooting
• Experience with or supporting wired/wireless networks and basic networking protocols including DNS, DHCP, VPNs, WAN/LAN TCP/IP
• Experience with security software for virus protection, spyware, malware, and spam
• Experience supporting mobile devices
• Experience with IT support delivery through remote support tools
• Ability to come up to speed on new technologies quickly
• Dispatcher, Technician I and Technician II escalation resource
• Core Competencies/Skills
  • Customer Service
  • Telephone Skills/Etiquette
  • Computer Troubleshooting
  • End-User Training
  • Help Desk / Desktop Support
  • Issue Resolution
  • Mobile Device Support
  • Password Resets
  • Solution Delivery
  • Technical Troubleshooting
  • User Guides
  • General Office Software
  • IT Help Desk Software
  • Operating System

Customer Service Requirements:

• A strong client service focus and the ability to manage customer expectations
• Excellent verbal/written communication, people and presentation skills
• Projects a professional and customer-service oriented attitude
• Ability to assess technology needs/requirements and develop solutions to meet them
• Can handle pressure and client demands effectively

Job Responsibilities:

• Daily time entry accounting for at least 7 hours in the form of notes in service tickets
• Monthly billing should be at least 80% or more of a typical month of about 160 hours available.
• Ability to demonstrate a high degree of business professional behaviors including punctuality, attendance, responsiveness and dependability
• Ability to work in fast-paced environment and meet deadlines
• Must be available for on call approximately one week every three months
• Must be available occasionally on nights and weekends to perform off-hour maintenance and projects
• Highly organized, self-motivated, and self-directed
• Strong written and oral communication skills
• Ability to create knowledge base articles and update customer documentation in IT Glue
• Ability to lift 50+ pounds
• Must have a valid driver’s license, insurance and reliable transportation
• Legal authorization to work in the U.S.
• A+ / Network+ / Security + Certifications preferred
• Managed Services Platform experience a plus

Experience:

• Desktop Support: 1-2 years (Required)
• Customer Service: 1-2 years (Required)
• Windows Server support: 2 years (Preferred)
• MSP (Managed Services Provider) Experience: 2 years (Preferred)
• Technical support in a production IT environment(s), preferably in multi-site environments: 2 years (Preferred)
• Mac, ConnectWise, Automate/ScreenConnect, Sophos, SonicWall, Barracuda, Unifi, experience a plus