What are the responsibilities and job description for the IT Support Technician position at Kona Networks?
IT Support Technician
Company Overview
We are a small Managed Service Provider here in Kailua Kona. We specialize in running the IT departments of small businesses. We maintain Windows PCs and laptops, Apple computers, Windows servers, business class routers, network switches, wireless systems, VoIP phone systems, and printers. We support cloud solutions such as Google Workspace and MS 365. We regularly deploy and support antivirus, EDR, and other types of security software. We maintain several backup solutions for cloud environments and on-prem systems. We are seeking an IT Support Technician with a proven track record in the IT industry to join our team.
Position Overview
This role is ideal for an experienced professional who thrives on solving technical challenges while delivering exceptional client service. This position is based out of our office here in Kailua Kona. As an IT Support Technician, you will play a key role in managing the IT infrastructure for our client base.
Job Duties
- Work remotely (sitting at our office) for our local clients. As they open tickets and need assistance, log in to their equipment, troubleshoot and resolve problems.
- Set up user accounts for MS 365 and Google Workspace. Reset passwords. Perform troubleshooting for these environments.
- Travel onsite to the different locations of our clients and perform onsite work such as setting up a PC, installing network equipment or setting up a server.
- Assist clients with challenges with their Macs, VoIP phones, printers, servers, and network equipment.
- Document client issues in our PSA and in our documentation platform. Write other types of documentation and instructions.
Qualifications And Requirements
- Good overall troubleshooting skills.
- Good documentation skills.
- Must have amazing customer service skills.
- Must have the ability to communicate very well both verbally and electronically.
- Ability to learn quickly, remember, retain, and repeat.
- Must be reliable, dependable, and on time.
- Drivers license and Reliable transportation
- Ability to lift up to 30 lbs and work onsite
- Ability to pass ongoing random drug tests
Experience - Required
- Two or more years in the IT services industry.
- Personal Computers: Basic understanding of PCs.
- MS Windows: Good working knowledge of Microsoft Windows.
- Networking: Good knowledge of how networks work.
Experience - Optional But Very Helpful
- PSA: Understanding of a PSA system or other types of ticketing systems.
- RMM: Experience with using a RMM system.
- Previous experience working for an MSP would be great.
- Apple Macintosh: Understanding of the details of how a Mac works.
- Wiring: Ability to run CAT6 wires through a building and terminate them into wall jacks and into a patch panel.
- Windows Servers: Active Directory, MS DNS, folder permissions, and other details of running and maintaining Windows Servers.
- Google Workspace and MS Office 365: Ability to add/remove user accounts, reset passwords and perform troubleshooting in these environments.
- Networking: Proficiency in standard network infrastructure installations and upgrades (VPNs, routers, firewalls, switches, WAPs)
- Cyber Security: Understanding of the basic security principals applied to MS Windows environments, network infrastructures and cloud environments.
Certifications
- A , Network , or equivalent experience showing you know the basics.
- Not Required: Any other industry certification that can show IT related expertise.
Schedule
- 8 hour shifts
- Monday to Friday
- Occasional overtime and weekend work
Work Location
- Kailua Kona
- In person
- Specifically: Most of the time we sit in our office at a desk and work. Oftentimes we need to dispatch a technician to one of our client’s locations. In those cases, we will drive out and perform work on-site.
Compensation
- Depending on experience. Our goal is to pay a fair, competitive salary.
Benefits
- Basic medical insurance
- Flexible hours
- Paid time off
Why Work For Us
- Competitive Pay
- Chill, fun but professional work environment
- Training and growth opportunities
- Be part of a small, local, professional team.
How To Apply
Please email your resume. In addition, tell us about yourself, either a cover letter or small paragraph.
Job Types: Full-time, Part-time, Permanent
Expected hours: 35.0 – 45.0 per week
Benefits:
- Health insurance
- Paid time off
Work Location: In person