Summary:
ITVantix is a thriving managed services provider with multiple locations in GA. We are searching to immediately hire a Level 3 IT Support Technician to support our growing client base. If you are ready for an opportunity to grow and learn in a fast-paced, focused environment where you can excel, then send us your resume! Compensation will be based on experience knowledge, education and attitude.
Job Summary: This is a customer-service oriented position requiring multi-tasking skills as the technician will be expected to work on existing service tickets as well as receive and respond to incoming tickets. The technician will receive customer technical support service requests via phone or e-mail and perform remote and/or onsite technical support for customers’ IT networks, servers, desktops and laptop systems. The technician will be responsible for monitoring the ticketing system and responding to incoming support requests by phone, e-mail and the ticketing system.
We have a light hearted work environment and are flexible in accommodating doctor’s appointments and family commitments. We work as a team and will often have company lunches to build camaraderie outside of the office environment.
The Ideal Candidate:
- Has proven Level II and Level III IT support experience
- Has experience working for an MSP (Managed Service Provider)
- Knows how to use tools such as N-able, ninjaOne, ConnectWise and Hudu
- Is detail oriented
- Has strong computer hardware, software and networking skills (primarily in Windows environments)
- Is very customer service oriented and is focused on customer satisfaction; must be willing to provide white-glove service to clients
- Must love working in a fast-paced environment.
- Has a passion and curiosity for computers and technology
- Has the ability to communicate to non-technical people in plain English and without “Geek Speak”
- Has excellent time management and organization skills
- Has excellent troubleshooting and diagnostic skills
- Is willing and able to occasionally work evenings and weekends
Essential Functions:
- Provide remote and onsite IT technical support to client end users with the highest quality in customer service
- Create and process technical support requests to resolve client issues in a timely fashion
- Utilize research tools as needed in support activities including reviewing client documentation, vendor knowledgebases and publicly available resources
- Maintain knowledgebase documentation to ensure accurate articles about client configurations or resolutions to known issues
- Thoroughly document all client support communication and actions taken in the processing of support tickets including items such as the specific steps taken to resolve issues, communicating ticket status and setting client expectations
- Perform timely follow up activities with clients by e-mail or phone to verify success of support activities when client was unavailable for review at the time of service (for example after hour service)
Knowledge and Experience / Qualifications:
- 5+ years of hands-on experience configuring, troubleshooting, and repairing Cloud-based networking, Windows servers and workstations, Firewalls, Microsoft 365, Active Directory and Azure Domain Services.
- Senior level experience with Networking
- Senior level experience with Cloud Networking.
- Senior level experience with Windows 7, Windows 10, Windows 11
- Senior level experience with DNS, VPN, DHCP, WINS.
- Hands on experience with Cyber Security
- Excellent high-level troubleshooting, attention-to-detail, organization, communication and customer service skills.
- Excellent time management skills and the ability to efficiently multi-task, adapt and stay calm under pressure to any changes or client emergencies.
- A+ / Security + / Network+ Certification (additional certifications are a plus)
- Minimum of 5 years experience working in an IT support role – MSP (Managed Service Provider) experience a must.
- Excellent problem-solving skills with the ability to efficiently work client technical issues through to resolution using knowledge, experience, system documentation, vendor support and online resources
- Installation and support of server technology – Microsoft Windows Server, Active Directory, DHCP, DNS, FTP, IIS, VPN, TCP/IP, Remote Desktop/Terminal Services, VDI, SOPHOS, Meraki, Fortinet, Office/Microsoft365, Azure AD, Intune, Google Apps, domain management, Hyper-V, VMware ESX, SQL, network topology, network printers, scanners, hardware and software installation
- Installation and support of workstation technology – Microsoft Windows (workstation operating systems), Microsoft Office Suite, QuickBooks, Adobe Acrobat, Firefox, Chrome, Remote Desktop, software installation, printer installation, driver installation
Responsibilities:
- This is a senior level engineer/technician position requiring proven leadership and the ability to design and implement proven technology solutions
- You must be willing to be a knowledgeable resource to other team members
- This is a customer-service oriented position requiring multi-tasking skills as the technician will be expected to work on existing service tickets as well as receive and respond to incoming tickets
- The technician will receive customer technical support service requests via phone or e-mail and perform remote and/or onsite technical support for customers’ IT networks, servers, desktops and laptop systems
- The technician will be responsible for monitoring the ticketing system and responding to incoming support requests by phone, e-mail and the ticketing system
- Provide remote and onsite IT technical support to client end users with the highest quality in customer service
- Create and process technical support requests to resolve client issues in a timely fashion
- Utilize research tools as needed in support activities including reviewing client documentation, vendor knowledgebases and publicly available resources
- Maintain knowledgebase documentation to ensure accurate articles about client configurations or resolutions to known issues
- Thoroughly document all client support communication and actions taken in the processing of support tickets including items such as the specific steps taken to resolve issues, communicating ticket status and setting client expectations
- Perform timely follow up activities with clients by e-mail or phone to verify success of support activities when client was unavailable for review at the time of service (for example after hour service)
Job Type: Full-time
Pay: Commensurate with Experience
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
- On call
- Weekends as needed
Experience:
- IT Support / Managed Service Provider: 5 years (Required)
- Computer networking: 5 years (Required)
Work Location: In person