IT Service Support Technician 2nd & 3rd Shift Position Available In Hillsborough, Florida
Tallo's Job Summary: The IT Service Support Technician 2nd & 3rd Shift position at Excellere IT Solutions in Tampa, FL involves monitoring and maintaining customer network infrastructure, troubleshooting LAN/WAN & Firewall issues, handling IT support desk calls, managing customer inventory, and providing technical troubleshooting services. Requirements include 3-5 years of support desk experience, excellent communication skills, and availability for evening and weekend shifts. Preferred certifications include Cisco networking (CCNA) and Palo Alto firewalls (PCNSA).
Job Description
IT Service Support Technician 2nd & 3rd Shift Excellere IT Solutions, LLC 550 North Reo Street, Tampa, FL 33609
Description:
The IT Service Support Technician will work as a member of the Service Team in an on-site role, at the office in Tampa. The primary responsibilities are as follows: Monitoring and maintenance of various customer Network infrastructure Tier I/II troubleshooting and documentation for LAN/WAN & Firewall issues Alerting customers on LAN/WAN outages and issues and escalating to Sr. resources/opening TAC (support) cases with vendors as needed Answering and handling Tier I/II IT Support Desk call volume: Password resets Windows 10/11 OS issues Office suite issues (Outlook, Word, PowerPoint, Excel, SharePoint, etc.) Mobile device (Android/Apple) issues Manage customer inventory, as well as shipping/receiving in conjunction with on-site resources Develop technical documentation for customer executives and technical teams Deliver technical services to customers in need of complex IT technical troubleshooting Administer, document and close out customer tickets through ticketing system Monitor customer systems & networks Assist with imaging and deployment workstation efforts. Perform & document asset and inventory tracking initiatives. Manage ticket escalation from the Level I service desk. Provide a high level of service excellence to end customers. Obtain technical certifications for company partnership requirements. Work on Professional Services Automation ‘PSA’ (ConnectWise) improvements and automations: Assist with Ticket administration Assist with Ticket standardizations Research, develop, and test PSA automations Handle and support Tier I Service Desk requests, including but not limited to: Study and evaluate new technologies for both internal and customer facing solutions Assist with internal Company IT needs
Requirements:
3-5 years experience in a high volume support desk environment Ability to sit/stand on the phone for extended periods of time Ability to follow instructions and work independently Excellent communication and documentation Work as a team player focused on service excellence Willingness for continual professional development Must be able to work onsite, in the office, close to Tampa Airport Must be available for 2nd & 3rd shift between the hours of 4PM-9AM and have Saturday & Sunday availability.
Preferred experience/certifications:
Cisco networking (CCNA or equivalent) Palo Alto firewalls (PCNSA or equivalent)
