Onsite Support Technician Level I - South Florida

Atlantic Tomorrow’s Office provides onsite support for several schools in the South Florida area. The Level 1 / Onsite Support position carries the responsibility for providing support for the equipment and customers at each of the school locations. Remote management systems are utilized to monitor and remotely resolve most issues. Daily proactive visits to each school are required to ensure all servers and networking equipment are operating properly, and to ensure the customers are being given the support they need to repair/maintain workstations and LAN equipment.

• IT support relating to technical issues involving Microsoft's core business applications
• Support services for Microsoft related technologies: Windows 10, Windows 11, Windows Servers.
• Ability to troubleshoot servers and VMWare environments.
• Ability to configure and troubleshoot network equipment including routers, switches and firewalls.
• Provisioning and installation of hardware and software as they relate to user workstations, servers, and other IT based appliances, etc.
• Remote access solution implementation and support for VPN, Terminal Services, etc.
• Work closely with the remote team who provides remote support from our corporate locations.

• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service issues that cannot be completed within agreed service levels
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Understand processes in ConnectWise by completing assigned training materials
• Enter all work as service tickets into ConnectWise
• Utilize RMM to remotely manage and troubleshoot the school environments
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

• A , Network , Server certification or equivalent preferred.
• VMware, networking, and firewall knowledge.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Problem solving, troubleshooting and diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly, including re-prioritizing assignments.
• Technical awareness: 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
• Self-motivated with the ability to work independently
• Needs a valid driver's license and vehicle, will be reimbursed for travel costs.