Level 1 Technical Support
Job DescriptionJob Title: Level 1 Technical SupportMonday - Friday 8 - 4 or 9-5Red Bank , NJ (Jersey Area) Jr . for 1-3 years of exp.Job DescriptionInstall and configure hardware and softwareRespond to tickets in accordance with SLA guidelinesWork with our Service Desk, Documentation, Remote Monitoring/Management and all other systemsoftware to accept and resolve L1 and L2 service requests, incidents and problems. Documenting andtracking all steps taken to the resolution.Responsible for escalations on all desktop, network, and server infrastructure service tickets to ensureservice levels are maintained.Create and document service management procedures and standards to ensure engineering best practicesare maintained.Work with clients directly over the phone and using remote software or travel on-siteRespond in timely manner to requests and issuesRepair and replace equipment as neededProvide onsite and remote support to end usersAssist in AV setups as needed for meetingsSet up new workstations for users (deploying equipment, create Active Directory Accounts, O365Heavy use of Windows and Mac OS devicesAbility to work in Active DirectoryResearch and test new technologyDaily activitiesAccept and resolve tickets, service requests/incidents/problems, using our Service Desk softwareAccept client facing phone calls and contact clients via phone and/or email to assist in resolving incidentsand problemsUse remote management software to log into client PC's and resolve service requests/incidents/problemsAnswer the phone with a cheerful and enthusiastic tonePerform initial fault finding and basic troubleshooting of both incidents and problemsDeal with ticket escalations internally and externally with support tickets from third party vendorsAssist with deployments in the field – NYC/NJ AreaDesired Attributes and ExperienceCustomer service skillsExcellent verbal and written communication skillsReliableSolid understanding of computers, networks and softwareSolid understanding of TCP/IP, DHCP, DNS, Domain Controllers etcExperience using MS Office applications: Word, Excel, OutlookHigh attention to detailPrevious experience with ConnectWise: Manage, Automate, RemotePrevious experience with BitdefenderPrevious experience with LionGuardAbility and willingness to travel to client sites as neededAbility to drive to drive and travel as neededAbility and willingness to work overtime when neededAbility and willingness to quickly learn new technology and softwareAbility to lift 50 lbs.QualificationsBachelor's Degree in Computer Science, or Associate Degree plus two years of tech support experience.A+ and Net+ Certification or equivalent required.At least 1-2 year(s) of working experience in the related field is required for this position.Send an email to tsharma@joineei.com