What are the responsibilities and job description for the System Support Technician I position at Lifeline Computer Solutions, Inc?
Lifeline is the #1 Managed Service Provider (MSP) in the region! We are a locally owned, dynamic company looking to add to an already awesome staff and work culture! We have been in business for 21 years with steady and progressive growth.
We have very high expectations for our staff. Do you have what it takes to join our team, and help take us to the next level? We want high performers, A players, that are great teammates and have a heart to serve. Will you exceed our expectations? If so, then please apply.
Some company perks:
- Dynamic and unique work environment
- Very competitive salaries
- Bonuses & profit sharing
- Total Benefit Package - Health Insurance, 401K (w/employer matching), PTO paid Holidays
- Employer paid continuing education / certification programs
- Paid health club membership
- Employee birthday lunches, complimentary in-office snacks, coffee
General Summary
The Systems Support Technician I is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, VoIP, and vendor specific hardware and software. This position is a combination of in office and at customer sites. What's best for the client is the motivation and catalyst that drive everything at Lifeline.
Essential Duties and Responsibilities
- Act as a single point of contact for the customer for all types of service requests
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
- Support of disaster recovery solutions
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security/cloud solutions
- Basic remote access solution implementation and support: VPN, Terminal Services, and RDP
- Consistent system and service ticket documentation, maintenance and review in ConnectWise and IT Glue
- Timely communication with customers is required
Additional Duties and Responsibilities
- Expected to provide and be a part of the on-call 24/7, rotating schedule
- Tickets need to be addressed within 30 min. of assignment to you.
- Ability to work unsupervised, individually, and/or within a team and communicate effectively
- Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Escalate service requests that require engineer level support
- Responsible for entering time and expenses in ConnectWise as it occurs
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
- Enter all work as service tickets into ConnectWise
Knowledge, Skills, and/or Abilities Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Previous MSP experience is desired
- Never hesitate or be afraid to ask questions
- Basic understanding of operating systems, business applications, printing systems, VoIP systems, and network systems
- Basic understanding of technology hardware and equipment: workstations, laptops, firewalls, switches, printers, scanners, phones, monitors, routers,
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Diagnosis skills of technical issues
- Ability to multi-task, adapt to changes quickly, stay calm and poised
- 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
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-moving environment.
Expectations
- Communicate very well, all the time
- Treat others with respect and be kind
- Excellent attention to detail
- "Extreme Ownership" attitude, be accountable and humble
Salary Range
- $50,000 - $65,000, DOE
- Full Benefits
- This is a full time, exempt, salaried position
- General work hours will be M-F 8:00am – 5:00pm
Salary : $50,000 - $65,000