Client Services Technician I

Description

Be a part of a transformational journey with innovative talent and leading edge technologies.

Our team and what well accomplish together

Join our new division where we are transforming how businesses approach technology. This entry-level role offers you the chance to be part of a dynamic rapidly evolving fieldworking alongside a passionate team committed to innovation growth and excellence. We shape the future of IT services supporting small and medium businesses with cutting-edge solutions. Kickstart your career where your potential is unlimited.

What youll do

• Triage and dispatch incoming support requests from clients ensuring each issue is routed to the right technical resource and tracked through to resolution. Your work directly impacts client satisfaction and service efficiency
• Monitor and manage open support tickets coordinating with technical staff to facilitate escalations and adjust priorities. Youll help keep the team focused on the most urgent needs ensuring clients receive timely and effective solutions
• Communicate with clients throughout the support process providing clear updates on the status of their requests. Youll help clients feel supported and valued ensuring their needs are met and that they are fully satisfied with the outcome
• Collaborate with Client Services Managers to address service-related concerns fostering strong relationships between our internal teams and clients. Your proactive approach will ensure we maintain a high level of service excellence.
• Review and refine open ticket queues alongside the technical team to ensure no issues go unresolved. Youll help streamline workflows and ensure continuous progress toward resolution
• Document service requests thoroughly in our problem tracking system ensuring all details time entries and solutions are accurately logged. Youll help create a knowledge base that empowers the entire team to resolve issues more efficiently
• Provide Tier 1 technical support working directly with clients to troubleshoot and resolve their issues. By diagnosing problems and researching solutions youll be a key player in delivering direct assistance to users ensuring minimal disruption to their business
• Guide users through technical difficulties by offering training and advice helping them become more confident in their tech use. Youll not only solve their problems but also empower them to prevent future ones

Qualifications

What you bring

Technical Skills:

• Microsoft Windows Server Exchange Server SQL Server Remote Desktop Services Active Directory Azure AVD Microsoft 365/Entra
• Familiarity with ITIL framework
• A knowledge/certification or better
• Virtualization concepts

Personal Attributes:

• Adaptability: Adjust schedule and priorities in a fast-paced work environment
• Attention to detail: Correctly document tickets and ensure all information is up to date
• Integrity: Demonstrate sound judgment when making decisions and solving problems
• Professionalism: Provide outstanding customer service with a positive attitude on phone
• Time management: Work calmly under pressure set priorities and complete tasks efficiently
• Organization: Effectively track and manage responsibilities

Great-to-haves

• 1-2 years related experience (recent graduates with service desk/end user support experience will be considered)
• PSA (Ticketing system) software experience
• Familiarity with Microsoft operating systems
• Labtech or other RMM (Remote Monitoring and Management) system