Client Site Support Representative (NOC L1)

Job Summary

The Off-Site Brite L1 Technician is responsible for performing all essential duties of an ITIL-based Service Desk for a leading Managed Service Provider. This role is responsible for managing multiple IT tickets while onsite supporting the clients network, systems, and IT infrastructure. The Off-Site Brite L1 Technician is required to analyze issues, troubleshoot problems, and deliver appropriate resolutions in a timely and professional manner. The clients policy mandates a professional dress and grooming standard. This includes maintaining good hygiene and a clean-shaven appearance. Hair, including facial hair, must be neatly trimmed and shaven to present a professional image. As you are the face of Brite at this location. This position also involves researching and testing new products, tools, and features to ensure reliable and high-quality user experience for the clients staff and end users.

• This role is for a customer located in Buffalo, NY, candidates must live in that region to work onsite daily.
  
  

ESSENTIAL FUNCTIONS

• Manage and prioritize service tickets for a single customer environment in accordance with defined SLAs.
• Serve as the Face of Brite and point of contact for all enduser IT support requests for the assigned customer.
• Ensure a high level of customer satisfaction by owning each ticket from initial contact through resolution and followup.
• Troubleshoot basic to intermediate computer, application, and network issues via phone, walkie talkie radio, email, and remote support tools.
• Perform indepth documentation of troubleshooting steps, resolutions, and outcomes in customerspecific documentation systems.
• Accurately document all customer interactions, status updates, and resolutions within the ticketing system.
• Run diagnostics and evaluate results to identify and resolve workstation, software, and peripheral issues.
• Identify recurring issues and trends, and escalate systemic or complex problems to the appropriate escalation teams when necessary.
• Coordinate and perform support to clients user’s workstation, printer, and peripheral troubleshooting and repairs as required.
• Proactively analyze software and hardware issues to prevent repeat incidents within the customer environment.
• Maintain and improve customerspecific documentation, procedures, and knowledge base to ensure consistent and efficient support.
  
  

Other Duties

• Participates in special projects as required.
• Accomplishes all other duties and tasks as appropriately assigned or requested.
• Desktop and printer breakdowns/setups
• Office Restructuring support
• Assist with NOC (Brite HQ) when needed
  
  

Education & Experience

• Bachelor’s degree in Computer Science, Management Information Systems, or related field and at least two years of experience in an enduser support role within a high volume, time sensitive support environment.
• A , Security , Checkpoint CCSA, Network , MCSE certifications preferred.
• Experience in cloud backup solutions, Datto a plus.
  
  

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge in troubleshooting and resolving workstationbased software issues with Microsoft Windows 11 Microsoft, Microsoft Online Services, including Office 365, and domain and workgroup environments.
• Strong hardware repair and troubleshooting skills with PC desktops and laptops.
• Ability to support and troubleshoot serverbased software issues with Microsoft Windows Server 2016 and newer, Microsoft Windows Active Directory Microsoft PowerShell, major antivirus solutions, and enterprise class backup solutions.
• Phone etiquette.
• Ability to address a variety of technical issues.
• Troubleshooting Cisco network switches and VLANS with Brite HQ Team members to help resolve issues
• Customer service skills.
• Excellent listening skills.
• Exceptional verbal and written communication skills.
• Effective project management skills.
• Selfdirected and results oriented.