We are looking for an energetic customer service oriented IT Field Tech to provide technical support to users in an efficient and accurate manner for Key Largo, FL to Key West, FL. You will be considered as the firm’s front line support and will solve technical problems and provide hands on support for all assigned areas. The goal of this position is to resolve onsite technical issues in a timely manner and to provide an exceptional user experience for our clients and their businesses.

Responsibilities

• Provide first level contact and convey resolutions to customer issues
• Resolve Level 1 and Level 2 issues in a timely manner
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services.

Skills

• Proven working experience in providing help desk or computer services support
• Proficiency in English
• Working knowledge of help desk software, databases and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• BS degree in Information Technology, Computer Science or 'equivalent'
• Benefit Conditions:
• Waiting period may apply
• Only full-time employees eligibleCOVID-19 Precaution(s):
• Remote interview process
• Personal protective equipment provided or required
• Social distancing guidelines in place
• Virtual meetings

Work Location:

• Key Largo, Marathon and Key West.

Work Remotely

• No

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Application Question(s):

• What is your salary requirement range?

Education:

• High school or equivalent (Preferred)

Experience:

• Windows: 3 years (Preferred)
• Customer Service: 3 years (Preferred)
• Technical Support: 3 years (Preferred)
• RMM (Remote Management and Monitoring): 1 year (Required)
• Managed Service Provider: 2 years (Required)
• Computer networking: 3 years (Required)

Ability to Commute:

• Marathon, FL (Required)

Work Location: In person