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Service Technician- Deployments
Job
Vertikal6
Remote
$45,000 Salary, Full-Time
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Job Description
Service Technician- Deployments Vertikal6 - 2.0 Warwick, RI Job Details Full-time $40,000 - $50,000 a year 14 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Life insurance Qualifications Windows High school diploma or GED Customer support ticket management mac
OS IT IP
networking Customer supportTechnical Proficiency Full Job Description Job Overview:
The Service Technician -Deployments is an experienced technician that has graduated from an apprenticeship program or was hired into the role with prior helpdesk experience. This person is a good communicator and works well in a Team based environment and can manage working on multiple trouble tickets at once. This person should be prompt and know the importance of communication with clients. The Technician will use remote tools, telephone support and should the need arise, attendance to user's place of work for on-site support. Responsible for ensuring the timely resolution of trouble tickets and displaying professional customer service. Support for clients will include Desktop, Technical, Server and Application services. Additionally, the Service Technician Level 1 can laterally fill the Deployments technician role in the Field Services Department, when required. In this role, they would be responsible for the management and execution of projects, staff augmentation, user & workstation deployments, client onboardings, and dispatch requests. Responsible for management and execution of technical projects assigned to the service department.Service Technician Responsibilities and Duties:
- Complete Time entries for all work being done on tickets, and accounting for at least 6.40 hours (80%) daily.
- Monthly billing average should be 80% or more
- Keeping client documentation up to date when changes are made, or new SOPs created
- Understanding of and ability to install, configure and test workstation hardware.
- Able to configure file permissions, print services and remote access connections
- Basic administration of enterprise email applications, including add/remove users and groups, configure calendar/folder/mailbox permissions, mail forwarding and adding aliases
- Take ownership of tasks and follows through to ensure complete resolution
- Takes personal interest in, and responsibility for, quality of work they perform or are associated with
- Ability to deal effectively with stressful situations
- Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
- Understands that the success of individuals is measured by the success of their teams
- Ability to quickly learn new technologies through the use of self-study materials and intuition
- Ability to articulate technical information clearly and simply to non-technical people
- Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
- Is self-motivated and can be self-directed when necessary
- Understanding of Server operations, Workstation OS', email, and printer maintenance/troubleshooting. Deployments Responsibilities and Duties
- Responsible for the successful execution of user & workstation deployments
- Maintain and manage client depot of workstations
- Work on new client manage services onboarding tasks
- Dispatch to client locations for on-site deployments and request
- Self-sufficient scheduling and maintaining deployment priorities
- Handle customer interactions for the life of the ticket/project
- Coordinates with Service Delivery Manager for scheduling conflict
Required Qualifications:
- High school diploma or equivalent; Associate degree in IT-related field preferred
- 0-2 years of technical support experience; Managed Service Provider (MSP) experience a plus
- Proficiency with Windows operating systems and Microsoft 365 suite
- Basic knowledge of Mac OS troubleshooting
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
- Familiarity with remote support tools
- Strong customer service orientation and professional communication skills
- Ability to explain technical concepts to non-technical users
- Excellent problem-solving abilities and attention to detail
- Ability to thrive in a fast-paced environment while managing multiple priorities
- Experience with ticketing systems and documentation
Preferred Qualifications:
- CompTIA A+ certification or equivalent
- Proven experience as a helpdesk technician or other customer support role in an IT environment.
- Experience with RMM tools and PSA systems. Familiarity with Kaseya AutoTask PSA and Datto RMM is preferred.
- Familiarity with Active Directory, Office 365, and Azure
- Previous experience in an MSP or multi-client environment
- Knowledge of ITIL processes and service desk best practices
- Experience with various antivirus solutions and security protocols