Description

At Vitis Technologies, we believe that success lies in delivering unparalleled customer experience. We achieve this by recruiting and hiring the most talented, customer-focused individuals with technical expertise in the industry. A positive and enthusiastic attitude, coupled with a commitment to providing the best possible user experience, is essential. Vitis Technologies succeeds in this through our customer-first approach.

Major Goals & Responsibilities

As a Support Specialist Tier 1, you will work in an end-user help desk environment that focuses on creating and maintaining happy customers. The team will work directly with its customers to provide comprehensive remote support for their technology needs. Candidates should know Windows-based technology. This includes the ability to intuitively troubleshoot a wide array of hardware and software within a Windows environment as well as mobile applications, IP phone management and basic networking and windows server issues.

At Vitis Technologies we believe that winning is providing an unmatched customer experience. We provide this top tier of service by recruiting and hiring the most talented customer-oriented people with technical skills in the industry. You must have an outgoing enthusiastic attitude and commitment to delivering the best possible user experience every time.

Ideal candidate should have a customer first attitude and 3 years’ experience working with IT service management, troubleshooting and support, MSP or similar network admin experience is a plus. Candidates should possess one or more of the following certificates, CompTIA A+, CompTIA Network+, CompTIA Security+, equivalent Microsoft desktop or cloud hosting certification. Additional experience with any of the following industry technologies, PSA, RMM, BCDR, MDR and, MSSP.

Requirements

Essential Activities:

This position will include but is not limited to the following duties.

Maintain Client Satisfaction Through Professional And Courteous Service

Survey results should average 4.8 out of 5 or above
Troubleshoot and resolve client system issues in a 30 minute time frame:
Email filtering
Viral infections
Remote access
MFA configuration and troubleshooting
Phone system management and troubleshooting
MDM management
Desktop software and hardware troubleshooting
Desktop peripherals troubleshooting
End user network issues
Printer management and troubleshooting

Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.

Contribute to our passion and direction by helping improve technical practices:

Documenting troubleshooting
Documenting licensing on client software
Maintaining up-to-date credentials

People Managed

None

Primary People Contacts

Customers
Teammates
Manager

Required

Behaviors, Traits, Attitudes & Skills:

3 years' professional work experience
Ability to work independently and within a team environment
Critical thinking and problem-solving skills
Understanding of TCP/IP and Windows networks
Windows Active Directory end-user management
Experience with Microsoft Windows Desktop operating systems
Experience with Microsoft Office
Exceptional customer service, interpersonal, and communication skills
Ability to work Monday - Friday, 8AM to 5PM with a rotating on-call schedule
The ability to be punctual
The ability to cheerfully take ownership of any problem
The ability to design and execute a plan
The desire to have a professional and polished image
Ability to follow through to completion on commitments and responsibilities
Candidates for this position must be authorized to work in the United States on a full-time basis for an employer without restriction

Preferred

Previous MSP experience
Microsoft Certified Desktop Support Technician
Experience configuring, maintaining, and troubleshooting firewalls
Experience with Office365 hosted systems, Exchange, Teams, SharePoint
CompTIA A+ or Network + certification(s)
Experience with Cisco Meraki, Datto BCDR, Autotask, Continuum RMM, or Webroot AV

Physical Requirements

Able to sit, stoop, and/or stand for long periods of time
Ability to lift 70 lbs.

Compensation

Salary based on experience
Salary base with bonus plan based on individual and company performance

Prosource

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IT Support Specialist Tier 1