What are the responsibilities and job description for the Level 1 Support Technician position at The Miller Group?
Are you looking for an engaging and dynamic workplace where you can utilize your skills as a Level 1 Support Technician? If so, you might be a great fit for our team at The Miller Group! We are currently seeking a Level 1 Support Technician who will handle service requests and resolve or escalate service requests to upper-level support staff.
This role requires a self-starter who is able to multitask and respond to assigned service requests while respecting the Service Level Agreements. The Level 1 Support Technician will also provide technical support using email, telephone and remote tools for various hardware and software applications.
A successful applicant will possess superior customer service skills and thrive in a diverse and varying customer environment. Furthermore, applicants should be well-versed in computer/technical skills, have an eagerness to learn, be team-oriented and have a strong commitment to excellence. Experience with a Managed Services Provider company (MSP) is preferred.
Employment Type: Full-time, intermediate level with potential for advancement
Hours: Monday through Friday, 8:00 am – 4:30 pm
Work Environment: Hybrid (scheduled days from home and the office)
General Responsibilities:
- Promptly responding to client inquiries received at the Support Desk (by phone, email or various communication tools) and accurately diagnosing, prioritizing and documenting the service requests in our ticketing system
- Gather and analyze information about the customer issue and determine the best way to resolve problem directly or by escalating and dispatching other resources
- Remote troubleshooting and diagnosis of hardware, software, network, and printing problems
- Provide first-line software support and work as software support liaison through vendor relationships
- Perform general maintenance on hardware and software in MS Windows and Apple OS environments to install, troubleshoot and maintain TCP/IP WAN/LANs and networked devices
- Perform virus/malware detection and removal
- Must be able to communicate critical information with technical and non-technical customers in a courteous and professional manner
- Provide limited onsite client service as required
- Receive and document technical equipment as it’s delivered
- Replace computer hardware as failures occur
- Initial setup and configuration of new user and new computer hardware for client sites
- Documentation and data entry — adding entries into a documentation database as needed
Skills:
- Strong experience with Windows 7/8/10/11/MacOS
- Experience with Windows Server Environments 2012(R2)/2016/2019 including Active Directory
- Microsoft Office 2007/2010/2013/2016/2019 experience including Outlook
- Proficient in Microsoft 365 management (Exchange Online, Azure Active Directory, etc)
- Understanding of core networking technologies including DNS, DHCP, and VPN
- Experience with email setup/configuration (IMAP/ SMTP/ POP)
- Experience using a help desk ticketing system or PSA tool, preferably Autotask
- Familiarity with backup administration and disaster recovery processes (cloud, BDR, File Backup)
- Experience using remote support tools
- Applying solutions found in the knowledge base and detecting trends from previous customer inquiries
- Above average written and verbal communication skills
Other Beneficial Skills:
- RMM tool experience, preferably Autotask/Datto
- SonicWALL, Ubiquiti, Linksys, and Cisco networking equipment
- Virtualization experience (Hyper-V)
- Scripting experience
- VOIP experience
Requirements for consideration:
- Associate degree or equivalent education and work experience required
- Minimum 3 years of experience
- Microsoft Certified Professional (MCP) Preferred
- Ability to identify and solve problems with limited supervision
- Comfortable asking for help and escalating tickets
- Strong problem-solving skills
- Thorough attention to detail
- Ability to work in a team-oriented environment
- Excellent time-tracking and submission of detailed activities with clients for invoicing purposes
- Ability to safely lift 50 lbs
- Good understanding of security principles and practices
- Desire to provide outstanding customer experience
Benefits:
- 100% Paid Health Insurance
- Company Cell Phone
- 401K Match
- Annual Profit Sharing
- Quarterly Bonuses
- Life Insurance
- Short-Term Disability Insurance
- Company Car for Onsite Service Calls
- Paid Time-Off & Holidays
Travel:
This position may require some travel around the Saint Louis metro area. Therefore, a reliable vehicle is required. The Miller Group will provide a company vehicle for use to and from the client's location.