We are a fast-growing company that offers managed IT, VoIP support, as well as CCTV and access control solutions to a broad range of businesses. With decades of combined experience in various disciplines, our team will share their knowledge and experience with you in exchange for yours. We are providing the right candidate an opportunity to improve their skillset with cross training and continuing education while becoming a key member of our support team.

All support team members receive cross training in all areas we support to provide the best experience for our customers. Team members will also learn requirements for PCI and HIPPA compliance. Within this position you will be given access to self-paced online training resources to prepare for industry certifications such as Network , MCSE, CCNA, VMWARE, as well as vendor specific certifications.

Key Responsibilities

This role is responsible for providing remote and onsite technical support to end users with a wide range of technical ability. Technicians are expected to exhibit excellent technical and customer service skills, professionalism, and initiative to resolve issues and questions with quality and efficiency.

• Maintain records of daily communication transactions, problems and remedial actions taken, or installation activities in MSP/RMM package
• Quickly learn new software products, work with end-users to resolve issues, and assist them in using software
• Perform proactive systems maintenance including operating system and application updates
• Create technical documentation to serve as a knowledge base for handling support issues
• Train and mentor new employees as needed to ensure their success in the team
• Ensure tickets are responded to within established timeframes and support service levels are achieved
• Be able to identify when a technical issue needs to be escalated

Preferred Education & Abilities

• Excellent critical thinking, problem solving and time management skills
• Can prioritize and meet deadlines in a fast-paced and rapidly changing environment
• Excellent customer service skills
• Innovative and able to recommend new methods and solutions to problems and issues
• The right candidate is comfortable being IT Analyst and IT Specialist at the same time
• Ability to learn and adapt quickly
• Strong customer service and communication skills, both verbal and written
• Associates Degree and/or 1-2 years' help desk experience

Preferred Knowledge & Experience

• Windows 10 software installation and upgrades
• Windows Sever 2016/2019
• Mac OS Support
• Cisco ASA/PIX, switches, routers, networking, Ethernet
• Cisco Meraki router configuration and licensing
• Powershell scripting
• VLANs, VPN’s and QoS
• Ubiquiti NetworksWi-Fi/SwitchProducts
• Active Directory and Azure AD
• Virtual Servers Vmware, Hyper V, etc
• VOIP including Zultys and net2phone
• NVR recording hardware
• Xenserver/Xenapp experience
• Security and access control experience
• RMM Software
• Remote Access Technologies: Splashtop, RDP, Syncro
• M365 (Formerly Office 365) management and security
• Best practices for MSP service delivery

Benefits

• Health Insurance
• 401K
• Paid vacations
• Specialized training
• Business-Casual office attire

The Information Technology Support Technician is a full-time position that will typically require 40-45 hours each week. Travel within the Central Texas area is also required. The technician should expect to occasionally work nights and weekends to minimize the impact to our customers’ operations. A Texas state DPS background check will be required to support CCTV and access control systems. A standard 90 day probationary period must be completed before becoming eligible for permanent employment.

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Round Rock, TX 78681