IT Support Engineer maintaining Wi - Fi networks and managing endpoints at a fast - growth dental AI startup. Collaborating with engineering teams to scale IT systems effectively.
About the role
- Help Desk Support Technician providing tier II support in a hybrid role for BCS365 clients. Handling technical issues, troubleshooting, and delivering IT support in Rockland, MA.
Responsibilities
- Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.
- Function as the first point of contact to the customer for all types of service requests.
- Required to be on Phone Support when not actively working a case.
- Process service requests as they arrive through direct customer call or other communication vehicle. This includes but not limited to:
- Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures.
- Self-Assign incoming cases by identifying and investigating users' questions and problems and providing immediate solutions when applicable.
- Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.
- Responsible for entering time and all work with proper updates in ticketing system as it occurs.
- Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported.
- Addressing email related issues (i.e., creation of distribution lists, shared mailboxes, etc.)
- Addressing phone related issues (Apple and Android) via Intune or other MDM.
- Administering security group permissions on files shares, SharePoint and other applications per policy.
- Troubleshoot network connectivity, printer issues, and collaboration applications.
- Responsible for technical break/fix support for all ITS Systems currently deployed in production.
- Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
- Responsible for administration, maintenance and second level support of back-end global ITS systems.
- Author and maintain technical documentation on system support models, common issues and solutions, as well as self-service documentation for end users to reference in the ITS Knowledge Base.
- Identification of opportunities for continuous improvement of systems in production.
- Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA.
- Maintain acceptable KPI’s levels to meet expectations.
- Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
- Data entry may be required for new and active clients on Ticketing system.
- Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service).
- Onsite work at client locations will be required as needed.
- Other duties as assigned.
- Demonstrate exceptional customer service skills to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.
- Illustrated diplomacy, tactfulness and empathy when dealing with customers.
- Exemplified ability to defuse escalations and high-tension situations.
- Well-developed ability to appease customers experiencing service outages and difficulties.
- Ability to listen actively and ask clarifying questions to seek understanding.
- Experience going above and beyond the duty to delight customers.
- Must have a genuine drive for customer satisfaction and retention.
- Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
- Skills in troubleshooting, solving problems and root cause analysis.
- Excellent organizational and time management skills.
- Capability to manage own workload while meeting team goals and business needs of the company.
- Proven aptitude to work well in a team or independently with minimum supervision.
- Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment.
- Ability to troubleshoot complex problems, analyze root causes and educate customers to perform troubleshooting.
- Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services.
Requirements
- Education: Bachelor’s degree in computer science or related field
- IT Experience: 4 years minimum
- Previous MSP experience, or experience supporting external customer base
- Must have O365 Admin, Azure (AAD) and On-Prem AD experience
- Familiar with Group policy and Conditional access policy (CA)
- Experience with ServiceNow and Automate RMM
- Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology
- Required Certifications: One or more of the following: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900
- Preferred Certifications: MS 102, AZ 104 or CCNA
- Continually advancing your knowledge base through certification courses
- Valid Driver's License
- Physical requirements include standing or sitting for extended periods of time, bending, kneeling, twisting, and lifting up to 75 lbs.
- Must be able to use a computer, handle IT equipment, and communicate with customers.
Benefits
- Insurance Coverage: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness
- Paid Time Off (Vacation, Holidays, Birthday)
- 401k Retirement Plan with Company Match
- Peer-to-Peer Recognition
- Learning and Development
- Pet Insurance
- Fun On and Off-Site Events
- Referral Bonus Program
- Employee Assistance Program
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