About the Role
Role details below.
Responsibilities
- Handle support of service requests related to workstations, servers, printers, network firewalls, Wi-Fi devices and management, as well as vendor specific hardware and software
- Provide IT support relating to technical issues involving core business applications and operating systems
- Support backup and recovery solutions
- Provide technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Implement and support basic remote access solutions: VPN, Terminal Services, and VMWare
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Maintain and review system documentation in Intechgrate System’s Professional Service Automation (PSA) tool
- Communicate with customers: keep them informed of incident progress, notify them of impending changes or agreed outages
- Provide support to end users on a variety of issues
- Identify, research, and resolve technical problems
- Respond to telephone calls, email and personnel requests for technical support
- Document, track, and monitor problems to ensure timely resolution
- Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements
- Engage with customers onsite
- Be available for on call support when scheduled
- Resolve Intechgrate Systems product solutions questions for prospect’s/customers technical liaisons; resolve prospects technical questions/issues and overcome objections to purchasing network infrastructure technology
- Interface with customer’s executives, technical representatives, and all Intechgrate Systems employees
- Improve customer service, perception, and satisfaction
- Ensure timely turnaround of customer requests
- Work in a team and communicate effectively
- Escalate service requests that require more experienced technicians
- Enter time and expenses in Intechgrate System’s PSA tool
- Understand processes in Intechgrate System’s PSA tool by completing training
- Enter all work as service tickets into Intechgrate System’s PSA tool
Requirements
- Must pass Drug Free Workplace Testing
- Must pass Background Check
- Ability to work in a team and communicate effectiv
Benefits
- Competitive compensation; base salary, commission on billable hours, bonuses
- Company paid health insurance
- Healthcare, Dental, and Vision choices to meet your individual needs
- Retirement account options with company match
- Flexible vacation and personal time
Compensation
Competitive compensation; base salary, commission on billable hours, bonuses
Work Arrangement
Remote (City/Region)
