L1 Jr Technician
L1 Jr Technician
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1-3years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Position Overview
The Tier 1 Service Desk Technician position s primary responsibility is to provide firstlevel support to our clients. Additionally this position will perform routine network systems maintenance. Work items range from desktop support to routine network and server administration.
Key Tasks and Responsibilities
IT Support relating to technical issues involving Microsoft s core business applications and operating systems
Support of disaster recovery solutions
Basic technical support at the network level: WAN and LAN connectivity routers firewalls and security
Basic remote access solution implementation and support: VPN Terminal Services and Citrix
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
System documentation maintenance and review in HaloPSA
Communication with customers as required: keeping them informed of incident progress notifying them of impending changes or agreed outages
Remotely assist clients with support needs
Clearly communicate the status of problems as well as the resolution
Exceed SLA guarantees to our clients
Clearly document all tasks
Maintain high customer satisfaction
Virus/Malware issues
Network scanning/printers
Desktop application and operating system management: Installation configuration and troubleshooting
Network connectivity: Wired Wireless DHCP SubnetsVLANs
Smartphone management: Active sync New user setup Troubleshooting iPhone iPad and Android systems
Enduser email management: Email bounceback troubleshooting SPAM services WebmailUser management: Microsoft Active Directory and Exchange; Add/Change/Delete Network file permissions Create distribution lists Security Group concepts
Backups: Management of Veeam backup software Remote Backup Solutions Local Backup Solutions Restore files
Additional Duties and Responsibilities:
Improve customer service perception and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently
Escalate service requests that require engineerlevel support
Understand processes in HaloPSA
Enter all work as service tickets into HaloPSA
Working Hours:
Normal business hours are MondayFriday 8AM CST to 5PM CST.
Remote position
OnCall Rotation
Salary
TBD
Immediate start
Requirements
To perform this job successfully an individual must be able to satisfactorily perform each essential duty. The requirements listed below represent the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
You are fluent in English (Listening Speaking and Writing) ESSENTIAL QUALIFICATION
Minimum one year relevant experience working as an outside support resource or two years relevant experience working as an internal support resource
Cisco CCNA certifications are a plus
Interpersonal skills: such as communication skills active listening and customercare
Diagnosis skills of technical issues
Ability to multitask and adapt to changes quickly
Technical awareness: the ability to match resources to technical issues appropriately
Service awareness of all organization s key IT services for which support is being provided
Understanding of support tools techniques and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Selfmotivated with the ability to work in a fastmoving environment
Basic understanding of networking principles:
Client Server Networking
TCP/IP
Routing
DNS
DHCP
the Internet
Switching
Basic knowledge of CAT5 wiring
Basic knowledge of wireless security and wireless client configuration
Entrylevel knowledge of Active Directory
Azure SharePoint OneDrive and Office365.
Hudu NinjaRMM and HaloPSA
MikroTik Juniper UniFi and Cisco
VOIP SIP troubleshooting and packet captures.
Ability to perform basic user account administration
Basic understanding of network firewalling/security technology
General knowledge of server maintenance tasks:
Backup software monitoring and troubleshooting
Disk defragmentation
Event log review
Hardware monitoring tool review
Corporate antivirus software experience. CrowdStrike Falcon preferred
Spyware removal experience
Troubleshooting fundamentals
Ability to break problems down and use a logical process of elimination
Ability to research and reach proper troubleshooting options independently
Firm understanding of desktop hardware
Ability to diagnose hardware problems.
Familiarity with desktop hardware diagnostic tools
Understanding of RAID
Firm understanding of mobile device configurations and support
Ability to follow detailed instructions to accomplish more complex tasks. Example:
Desktop Deployment Guide
Ability to create detailed instructions and documentation for tasks and customer details. (ESSENTIAL)
To perform the job successfully an individual should demonstrate the following competencies:
Business Ethics Treats people with respect keeps commitments inspires the trust of others works with integrity and ethics and upholds organizational values.
Communications Expresses thoughts clearly in written form articulates verbal thoughts understandably demonstrates active listening skills comprehends information heard uses appropriate communication methods and keeps others informed.
Conflict Resolution Maintains calm under pressure encourages respectful dialogue confronts difficult situations without bias acts within a realistic timeframe for resolution and resolves conflicts through fair negotiation.
Consistency Follows through as promised confirms people know each others expectations arrives to and completes meetings on time meets with direct reports regularly and changes decisions rarely.
Cost Consciousness Saves money without lowering the quality of service performs within the approved budget conserves company and customer resources develops profitable new revenue streams and identifies new ways to lower costs.
Teamwork Contributes to a positive team effort balances team and individual responsibilities listens attentively and openly to others views gives and sincerely accepts feedback helps the team stay focused on key objectives resolves team conflict before it escalates and places the teams success above own interests.
Proven experience as a Level 2 Technician in an MSP environment. Strong knowledge of networking, servers, data centers, enterprise environments, and VOIP systems. Experience with scripting for RMM automation. Proficiency in ConnectWise PSA and ConnectWise Automate/Labtech. Excellent English communication skills, both verbal and written. Demonstrated experience in dealing directly with end-users. Capable of creating and implementing effective SOPs and managing comprehensive documentation. Relevant industry certifications (e.g., CCNA, MCSE, VCP). Bachelor s degree in Computer Science, Information Technology, or related field, or equivalent professional experience.
Employment Type
Full Time
