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Level 1 Technical Support
Level 1 Technical SupportShiftCode Analytics • Red Bank, NJ, United States
Level 1 Technical Support

Level 1 Technical Support

ShiftCode Analytics • Red Bank, NJ, United States
job_description.job_card.30_days_ago
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  • serp_jobs.job_card.full_time
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Interview : Video

Visa : USC, GC

This is onsite from day-1 ( Need local candidates )

Description : Job Description

  • Install and configure hardware and software
  • Respond to tickets in accordance with SLA guidelines
  • Work with our Service Desk, Documentation, Remote Monitoring / Management and all other system

software to accept and resolve L1 and L2 service requests, incidents and problems. Documenting and

tracking all steps taken to the resolution.

  • Responsible for escalations on all desktop, network, and server infrastructure service tickets to ensure

    • service levels are maintained.

  • Create and document service management procedures and standards to ensure engineering best practices

    • are maintained.

  • Work with clients directly over the phone and using remote software or travel on-site
  • Respond in timely manner to requests and issues
  • Repair and replace equipment as needed
  • Provide onsite and remote support to end users
  • Assist in AV setups as needed for meetings
  • Set up new workstations for users (deploying equipment, create Active Directory Accounts, O365
  • Heavy use of Windows and Mac OS devices
  • Ability to work in Active Directory
  • Research and test new technology

    • Daily activities

  • Accept and resolve tickets, service requests / incidents / problems, using our Service Desk software
  • Accept client facing phone calls and contact clients via phone and / or email to assist in resolving incidents

    • and problems

  • Use remote management software to log into client PC's and resolve service requests / incidents / problems
  • Answer the phone with a cheerful and enthusiastic tone
  • Perform initial fault finding and basic troubleshooting of both incidents and problems
  • Deal with ticket escalations internally and externally with support tickets from third party vendors
  • Assist with deployments in the field - NYC / NJ AreaDesired Attributes and Experience
  • Customer service skills
  • Excellent verbal and written communication skills
  • Reliable
  • Solid understanding of computers, networks and software
  • Solid understanding of TCP / IP, DHCP, DNS, Domain Controllers etc
  • Experience using MS Office applications : Word, Excel, Outlook
  • High attention to detail
  • Previous experience with ConnectWise : Manage, Automate, Remote
  • Previous experience with Bitdefender
  • Previous experience with LionGuard
  • Ability and willingness to travel to client sites as needed
  • Ability to drive to drive and travel as needed
  • Ability and willingness to work overtime when needed
  • Ability and willingness to quickly learn new technology and software
  • Ability to lift 50 lbs.

    • Qualifications

  • Bachelor's Degree in Computer Science, or Associate Degree plus 1 year of tech support experience.

    • Interns also accepted

  • A+ and Net+ Certification or equivalent required.
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