Helpdesk

Update on this role exact address for red Bank office;

Red Bank NJ 07701

• This role is  5x/ week onsite at the Red Bank offices . Commute is refundable (gas, metro, tolls). Eventually, the NYC office will open up to accommodate employees.
• Most of the company’s client is from Long Island, NJ and Manhattan. Resource is expected at times for a client onsite visit.
• Always ask this part of the requirement; Previous experience with ConnectWise: Manage, Automate

Job Title: Level 1 Technical Support

Reports To: Director of Services

Right TO hire GC/ citizen only

Job Description

• Install and configure hardware and software

• Respond to tickets in accordance with SLA guidelines

• Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system

software to accept and resolve L1 and L2 service requests, incidents and problems. Documenting and

tracking all steps taken to the resolution.

• Responsible for escalations on all desktop, network, and server infrastructure service tickets to ensure

service levels are maintained.

• Create and document service management procedures and standards to ensure engineering best practices

are maintained.

• Work with clients directly over the phone and using remote software or travel on-site

• Respond in timely manner to requests and issues

• Repair and replace equipment as needed

• Provide onsite and remote support to end users

• Assist in AV setups as needed for meetings

• Set up new workstations for users (deploying equipment, create Active Directory Accounts, O365

• Heavy use of Windows and Mac OS devices

• Ability to work in Active Directory

• Research and test new technology

Daily activities

• Accept and resolve tickets, service requests/incidents/problems, using our Service Desk software

• Accept client facing phone calls and contact clients via phone and/or email to assist in resolving incidents

and problems

• Use remote management software to log into client PC’s and resolve service requests/incidents/problems

• Answer the phone with a cheerful and enthusiastic tone

• Perform initial fault finding and basic troubleshooting of both incidents and problems

• Deal with ticket escalations internally and externally with support tickets from third party vendors

• Assist with deployments in the field – NYC/NJ Area

Desired Attributes and Experience

• Customer service skills

• Excellent verbal and written communication skills

• Reliable

• Solid understanding of computers, networks and software

• Solid understanding of TCP/IP, DHCP, DNS, Domain Controllers etc

• Experience using MS Office applications: Word, Excel, Outlook

• High attention to detail

• Previous experience with ConnectWise: Manage, Automate, Remote

• Previous experience with Bitdefender

• Previous experience with LionGuard

• Ability and willingness to travel to client sites as needed

• Ability to drive to drive and travel as needed

• Ability and willingness to work overtime when needed

• Ability and willingness to quickly learn new technology and software

• Ability to lift 50 lbs.

Qualifications

• Bachelor’s Degree in Computer Science, or Associate Degree plus two years of tech support experience.

• A+ and Net+ Certification or equivalent required.

• At least 3 year(s) of working experience in the related field is required for this position