As a Systems Support, Managed Services, you will be providing outstanding IT customer service. You will be part of an elite team which acts as the day-to-day contact point for all technical support requests. You will be providing support to clients on a wide range of technologies and applications. You will be providing this offering via remote and onsite technical support, responding to NOC alerts to provide a proactive service offering, and helping to grow our IT offering through hard work and dedication. You will also participate in an on-call rotation to provide emergency services after hours and on weekends.
Work from a ticketing management solution to create and update customer service requests
Provide first line response for phone-based or in-person issues and problems
Escalate issues to the appropriate engineers or management within a timely manner
Install, modify, or repair computer hardware and software
Monitor backup reports and monitoring alerts
Be part of an emergency on-call rotation
Write and make use of support documentation
Be available and receptive to all company training as part of your own self-development
Plan daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output
Keep work area in a neat and orderly condition to ensure safety of self and co-workers
Report any unsafe conditions and/or practices to the appropriate supervisor and human resources, and correct them to the best of your own ability
Able to communicate effectively over the phone or in person while maintaining a professional demeanor. English required; other languages welcome
Applicants must have a driver’s license and reliable transportation
Able to write clearly and concisely
Sufficient maturity in interpersonal development and ability to contend with potentially difficult situations and users
Able to work in a fast-changing, stressful environment – you will NEED to be flexible and learn quickly!
Experience with Active Directory, including, but not limited to account creation/modification, security group creation/modification, password resets
Experience with Exchange, including, but not limited to mailbox creation/modification, distribution group creation/modification, basic mail flow troubleshooting
Desktop troubleshooting, applications support, and using diagnostic programs to resolve technical problems
Experience with basic cellphone troubleshooting and email setup for Android, Apple, and Windows phones
Experience with Windows ACL security permissions for files, folders, and shares
Knowledge of Local Area Networks (LAN), Wide Area Networks (WAN), and Wireless
Excellent understanding of Microsoft Office products and their feature sets
Excellent research skills, utilizing both online and local resources
The ability to follow protocol to resolve less complex events immediately, and escalate more complex events to second level support
College degree or equivalent work experience
Must have 2-3 years Help Desk experience in an enterprise environment that includes working independently with limited daily guidance
Help Desk Institute (HDI) certification preferred. Applicants must be willing to complete HDI Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification within six months of hire date as a condition of employment
IT technical training and industry certifications desired, such as MCP, PC A+, Network +, or Security +.
Salary and Benefits:
We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive salary of $50K-$60K annually, depending on experience, and an extensive benefits package including paid time off, medical benefits and future growth opportunities within the company. We work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.
KMicro specializes in providing IT managed services. We leverage the full spectrum of our expertise in servers, desktops, applications, data and networks to create seamless, well-oiled IT infrastructures that allow our clients to focus on running and growing their organization. We also provide consulting services to help our customers make smart decisions on their IT investment lifecycle, and engage our resources from design all the way to implementation.