IT Technical Support Technician

Blue Ridge Technology is an Asheville, NC based technology support company. We service small to medium sized businesses throughout Western North Carolina, providing technical IT support and cybersecurity, properly tailoring strategies to ensure sustainable growth and success for our partners.

This is a great opportunity for beginning IT professionals to get hands-on training from a welcoming and engaging local MSP/IT Service provider. One that looks forward to actively mentoring and supplementing an IT professionals' skills with real world, practical situations, and experience.

Overview

The number one goal of everyone on our team is to make sure our Clients are safe, secure, and frustration free. This position plays an integral role in making sure that happens.

The primary responsibility for this position is to acknowledge support requests for the Help Desk, and to properly gather and document as much helpful troubleshooting info as possible.

Once enough info has been gathered and documented, the secondary responsibility will be to either troubleshoot the issue immediately, schedule a call back, or to escalate the issue to senior level technicians.

Additional responsibilities will be to assist in client and internal projects, documentation, business workflow maintenance, and to grow your skills with ongoing education and credential achievement. We supply you with on the job time and training resources to accomplish this!

DUTIES & TASKS

Customer Service

• Work on and resolve Helpdesk Tickets
• Provide our Clients with a Quick, Friendly, Helpful, and Respectful Experience
• Provide the Client with basic remote troubleshooting
• Remote, basic Hardware Maintenance and Support
• Provide the Client and Senior Techs with on-site troubleshooting assistance
• Provide the Client and Senior Techs with on-site installation & removal of equipment
• On-Site Hardware Maintenance and Support
  
  

Use of our Ticketing System

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and Documenting all work though our Ticketing System
• Make sure that Client Documentation is continuously maintained
• Triage and Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren't stale by keeping Clients informed of progress
  
  

Use of our Monitoring & Management Tool

• Proactively review RMM dashboard and apply remediation actions as indicated by our Processes
• Review, in detail, regularly scheduled/automated actions as indicated by our Processes
  
  

Project Work

• From time to time the projects will need additional resource to help deliver projects either on site or remotely. When opportunities arise this position will be required to assist in project delivery
  
  

Development / Use of our PSA

• Use our PSA to manage and monitor all Client-facing activity
• Develop and use the platform to introduce new processes when required
• Continually look for ways to better do what we do with our Ticketing System
• Introduce/Expand automation of business processes where possible
• Make sure nothing slips through any cracks and if it does, stop it from happening again
  
  

Development / Use of our RMM

• Review RMM policies to ensure adequate patching & monitoring are taking place
• Assist in monitoring updates and upgrades so RMM does not break any patching/monitoring jobs
  
  

Introduction of New Products and Services

• Evaluate and test new services as they become available in conjunction with the technical team before launching to clients
• Assist managing and overseeing rollout of new technologies/services across the customer base
• Assist in retirement of obsolete technologies/services when required
• Assist in analyzing business impact to Client when adding or removing technologies
  
  

Communication, Reporting & Risk

• Escalate tickets that require Senior Level Technical support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes, blocks, or outages related to their issue
• Constantly create and improve all Knowledgebase documents and SOPs
• Identify, Communicate and Mitigate potential risks to Senior Level Techs and Clients
  
  

Team Work

• Support the Team and Clients with any unusual/high-level issues that arise
• Escalating any unusual/high-level issues that arise to Senior Level Techs
• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO
  
  

Skills And Attributes

Desired

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Basic understanding of support tools, techniques and how technology is used to provide services
• Intermediate understanding of operating systems, business applications, printing systems and network systems
• Basic diagnosis skills of technical issues related of end-user hardware & software and network devices
• Basic experience and understanding of structured cabling (tidy cable management is a must)
• Basic experience installing and maintaining networking and VoIP equipment
• Basic experience and knowledge of working with the Microsoft 365 Platform
• Basic experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc.)
• Basic experience working with vendors for expedited troubleshooting of hardware and software systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Basic knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Drivers license
• The ability to keep up with & adapt to the fast-paced IT world
  
  

Nice to Have

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Skills in Strategic & Resource Planning with an ability to think and plan ahead
• Professional IT Certifications such as CompTIA A and/or CompTIA Network
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
  
  

Perks

• Weekly incentives for reaching Team and Company Goals
• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to work from home one day a week (after trial period)
• Guided Training to help you develop life-long skills and earn industry certifications (training & exams are paid for)
  
  

CAREER GROWTH

This position is ideal for someone looking to break into the world of IT. From Cybersecurity, Client Support, to Engineering and even Consultation. Working at an MSP exposes and familiarizes employees to both sides of the IT universe, the Client and the Managed. With the provided on the job training, education, and certification, you will be handed all the tools to grow with us !