What are the responsibilities and job description for the Dedicated IT Support Technician position at Accellis Technology Group?
Our Dedicated IT Support Technician plays a critical role in delivering exceptional customer service and technical expertise while working directly at the client’s location. This position requires a deep understanding of the client’s IT infrastructure, business processes, and operational workflows, ensuring that IT services align with the organization’s goals while maintaining a high level of productivity and client satisfaction.Primary ResponsibilitiesResolve end users' ticket requests; these requests are derived from text, chat, email, and walk-insStrong ability to prioritize and multi-taskStrong Communication and interpersonal skills with clients and co-workersResolve Tier 1 and Tier 2 service ticketsResolve issues that arise with the network, wireless, and or server infrastructureSet up new user laptops/desktops using Intune and train end users on this technologyWork with the primary contact to ensure escalation and timely resolutionWork with vendors on issues that require the involvement of outside vendorsWork with internal Accellis teams to assist with critical issues that cause a business disruptionTravel to different client locations as needed to complete necessary tasks and assist or train usersEnsure KPIs are being met in client satisfaction and ticket closureConfigure and Troubleshoot issues with Microsoft Intune/AzureMaintain comprehensive documentation and inventory of assetsAdditional ResponsibilitiesMaintain proper communication with the Client Strategy Team or Technical Account Manager (TAM)/vCIO on issues that are not getting resolved in a timely manner.Partner with the TAM to focus on the client’s long term goals and needs.Work with the Escalation team on any issues that is out or scope or need escalationCross-train with other Dedicated IT resources with similar clients and provide backup as neededTrain and ensure other Dedicated IT members are comfortable and knowledgeable when neededWork with the Project team and aid on projects for the client.Requirements for the RoleProfessional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP, etc.Knowledge of deploying Intune PoliciesNetworking skills: switching, routing, firewalls, WLAN, VPNs, AWS, Azure, Client to Site, Site to Site, etc.Knowledge of Microsoft Azure EnvironmentsInterpersonal skills: such as telephony skills, communication skills, active listening and client-care.Diagnosis skills of technical issues.VMware experienceHyper-V experienceBarracuda product knowledge is a plusAbility to multi-task and adapt to changes quickly if priorities change.Ability to excel in both reactive and proactive workTechnical awareness: ability to match resources to technical issues appropriately.Service awareness of all the organization’s key IT services for which support is being provided.Understanding support tools, techniques, and how technology is used to provide IT services.Typing skills to ensure quick and accurate entry of service request details.Self-motivated with the ability to work in a fast-moving and remote environment.2-5 years of IT experience.Company DescriptionOur mission at Accellis Technology Group is to have a positive lasting impact on our people, our clients, and our community. We strive to Deliver Transformative Technology and Exceptional Experiences through a Disciplined Commitment to Well Aligned People, Partners, Technology, and Clients We look to reward those individuals that join us with a fun and hard-working environment that delivers the professional, personal, and yes – financial – returns we are all seeking. Accellis Technology Group provides outsourced IT services to businesses with 10 to 400 employees. Our clients often hire us because they have outgrown their "mom and pop" IT provider and are looking for an organization with solid processes, dependable systems, and an even more solid staff behind them. We've been in business since 2001 and recognized as one of the largest MSPs in Ohio. With robust partnerships, excellent leadership, and a fantastic culture, Accellis Technology Group is unstoppable. Come and be a part of it.