Technology Support Specialist

JOB SUMMARY

The Technology Support Specialist (TSS) is an integral team member responsible for supporting our clients' networks and end-users. This includes answering/making calls and sending emails, gathering details on issues/needs and creating service tickets. The TSS may provide simple solutions (ie

• password resets, new user creation, PC setups) and transfer more advanced issues/tickets over to the Network Engineers.

Details, thoroughness, and accuracy of information are of utmost importance and Client confidentiality must be maintained. This position is required to perform all duties and responsibilities in alignment with the Vision, Mission, and Core Values of the company.

ESSENTIAL JOB FUNCTIONS

Actively engaging support tickets and service calls no later than 8:00am, M-F Answering calls promptly and responding to new tickets per standard target times Expediting "Client Updated" tickets, treat as a communication priority Utilizing C-W-C (Communicate

• Work
• Communicate) methodology to log time and document activities in ConnectWise Utilizing C-W-C (Communicate
• Work
• Communicate) methodology to ensure clients, co-workers and management are updated Communicating, always providing clients and management with a WHAWHN (What Happens After What Happens Next)plan Responding quickly and accurately to all email and voicemail messages Attending daily/weekly meetings and huddles Completing additional tasks assigned by the Director of Service Delivery

GLOBAL COMPETENCIES

Quality of Customer Service

• Enriches the lives of our clients through emotionally satisfying communication and superior service Compliance
• Complies with MTS and departmental rules, expectations, policies and procedures Staff Development
• Attends required training and/or certification programs within the specified time frames Planning and Organizing Work
• Effective and efficient utilization of time and resources Dependability
• Attendance, punctuality, reliability, integrity Quality of Work
• Accurate, neat, thorough Initiative
• Anticipates and responds to the needs of the client, company, and department Relationship with Others
• Respectful, cooperative, and effective in getting along with a diverse group of employees and clients Adaptability
• Effectively adjusts to change Communication (written and oral)
• expresses ideas/information in a complete, clear, concise, organized, and timely manner; actively listens to others and is open to suggestions; understands and is committed to practicing Communicate
• Work
• Communication (CWC) and preparing/communicating What Happens After What Happens Next (WHAWHN) Accountability
• Accepts responsibility for actions and job performance; without excuse Positional Knowledge
• Understands and utilizes available tools and resources in alignment with company Vision, Mission and Core Values

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Microsoft and Apple operating systems, including understanding of Active Directory, Services, Remote Desktop Services, DHCP Server, DNS Server, and File Services Microsoft 365 environment and Microsoft Azure Understanding of virtualized environments, including VMware ESXi, Hyper-V and SANs Windows desktop operating systems and user-level hardware and software Exceptional customer service skills Excellent verbal, presentation, written, and interpersonal communication skills Strong time-management skills Proven track record of being a problem solver and team player Ability to work in a technically challenging environment Ability to convey a professional image and deal confidently with technical problems Ability to manage competing priorities in a complex and fast paced environment

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

Experience in technology support by phone/email and using a ticketing system Hands-on experience with desktop computer support and basic network connectivity support Experience in Microsoft 365 password resets, account creation/deactivation, and license verification Experience using AI tools for advanced troubleshooting

REQUIRED QUALIFICATIONS/CERTIFICATIONS

Proficient with customer service, computer operating systems, and networking concepts

PREFFERED QUALIFICATIONS/CERTIFICATIONS

Associate/Undergraduate degree in Computer Science, MIS, ISQS Current certifications with CompTIA A+, CompTIA A+Network.

WORK CONTEXT

Face-to-Face Communication Telephone Communication Write Emails and Notes Meet Strict Deadlines Responsibility for Outcomes and Results Evaluate Information to Determine Compliance Deductive Reasoning, Make Decisions and Solve Problems Manage Processes, Resources

PHYSICAL DEMANDS

Lift Carry Sit Drive

ENVIRONMENTAL CONDITIONS

Works indoors, may or may not have natural light Works with others Works with office equipment Works with networking equipment Works in a variety of network closets and server rooms

TRAVEL REQUIREMENTS

Occasional

• as needed for equipment deliveries/pick-ups, on-site support/implementations Contact Information First Name
• Last Name
• Phone Number
• Email
• Street Address
• Address 2 City
• State
• Zip Code
• Have you ever been convicted of violating a law (other than minor traffic violations)?
• Yes No Can you, at the time of employment, submit verification of your legal right to work in the United States?
• Yes No What date are you available to start?
• What are your desired earnings? Are you currently employed?
• Yes No Are you willing to relocate?
• Yes No Are you currently under legal obligation not to compete with a previous employer?
• Yes No Skills & Interest Why are you interested in becoming an employee of Mandry Technology Solutions?
• Please list any additional skills you believe qualify you for employment. Please attach a copy of your resume or CV (You may upload up to 5 files including resume, cover letter, CV, or supporting documents)[PDF or Text Files only].
• Authorization & Certification In exchange for the consideration of my job application by Mandry Technology Solutions, LLC (herein after called "the Company"), I agree that neither the acceptance of this application nor the subsequent entry into any type of employment relationship, either in the position applied for or any other position, and regardless of the contents of the employee handbooks, personnel manuals, benefits plans, policy statement, and the like as they may exist from time to time, or other Company practices, shall serve to create an actual or implied contract of employment, or to confer any right to remain an employee of the Company or otherwise to change in any respect the employment-at-will relationship between it and the undersigned, and that relationship cannot be altered except by a written instrument signed by the President of the Company.

Both the undersigned and the Company may end the employment relationship at any time, without specified notice or reason. If employed, I understand that the Company may unilaterally change or revise their benefits, policies and procedures and such changes may include reduction in benefits. I authorize investigation of all statements contained in this application. I understand that the misrepresentation or omission of facts is cause for dismissal at any time without any previous notice. I hereby give the Company permission to contact schools, previous employers (unless otherwise indicated), references, and others, and hereby release the Company from any liability as a result of such contact. I understand that my employment with the Company shall be probationary for a period of ninety (90) days. Further, I understand that at any time during the probationary period or thereafter, my employment relation with the Company is terminable for any reason by either party. Signature

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