Reports To: VP of Operations

Department: Operations

Location: In Office/Hybrid

Status: Full-time, hourly

Language Requirements: English, Spanish

Estimated Hours: 40 hours per week

ABOUT ACUITY

Headquartered in Tampa FL for over 20 years, Acuity Technologies provides technical and telecom support for communications services to enterprise clients across the US, Canada, and abroad. These support services include general IT, voice-over IP, telecom-managed services, and enterprise mobile devices. Our team of diverse backgrounds support these services for our clients. If are interested in working in an environment where the execution of support service resolutions is paramount and the opportunity to learn and grow with new technologies is commonplace, then we are interested in interviewing you. This position requires the ability to speak English and Spanish fluently. Other language fluencies such as French is a plus.

THIS POSITION This Tier 1 position offers an excellent opportunity to provide general support services to our clients after receiving comprehensive training in our technologies. As you develop your skills, there will be opportunities for advancement into our Tier 2 and Tier 3 teams, paving the way for career growth and development.

BENEFITS ENJOYED BY ACUITY TEAM MEMBERS

We know it’s important for our team to feel rewarded, so we’ve ensured that our team enjoys strong benefits. In addition to health insurance, paid time off, and a retirement package, you’ll also have access to a hybrid work-from-home program. We’re also a pet-friendly office with four types of gourmet coffee and available access to a private gym.

SKILLS REQUIRED

• Technical:
  • Basic technical troubleshooting skills.
  • Working knowledge of Windows 10 and 11 Operating Systems.
• Documenting your support work:
  • Work in our incident ticketing system.
  • Document, in tickets, actions taken during the support call and how the incident was resolved.
  • Track nuances and exceptions to support calls for debriefing the team.
  • Offer suggestions to improve support for your seat.
• Client Interaction:
  • Field incoming calls when received.
  • Listen and document the end-user support request completely and intently.
  • Guide the end-user through the support call with patience.

QUALIFICATIONS

• Exceptional user support with problem-solving skills.
• Excellent communication and interpersonal skills in English and Spanish.
• Ability to convey technical information to non-technical persons.
• Ability to work in multiple systems simultaneously
• High focus on attention to details and accurate information
• Pleasant professional demeanor and a strong work ethic
• Able to work in office (located in Tampa near Tampa International Airport)
• 1-year minimum experience working in a helpdesk environment for IT services (mobility experience a plus but not required)
• Familiar with or have worked in ticketing systems with SLA’s