Tier II Helpdesk Support

Employer
Technology Pointe
Location
Round Rock, TX
Posted
Mar 13, 2017
Jobs Outside Higher Education
Software & Technology
Employment Type
Full Time
Institution Type
Outside Academe


Job Description
Technology Pointe, Inc. is a leader in the managed IT services industry with customers across the country. We pride ourselves on being a great place to work and providing fanatical customer service, it's what sets us apart from other IT companies. In fact, we were voted Best Places to Work by the Austin Business Journal two years in a row.

We are looking to add a full-time, permanent Tier II Helpdesk technician at our Round Rock, Texas office. There are many aspects to this position, but in summary, you are a self-starter with technological expertise, initiative, enthusiasm, a focus on quality and strongly believe in using industry proven solutions, no shortcuts, and can work well with minimum supervision and present professional client facing skills.

What Success Looks Like:
•Ensure client inquiries are responded to within established SLAs
o Day to day client IT support
o Phone support for our clients at multiple locations
o Troubleshoot and resolve difficult and complicated issues
•Attention to detail
o Ensure all correspondence and actions are documented properly and in a timely manner
o Create knowledge base documents to serve as job aids for handling support issues
o Document customer configurations
•Provide after-hours coverage as a part of the on-call rotation team

What Drives You:
•You have ambition and drive and want to be successful at this job
•You have an excellent analytical mind and can diagnose and resolve a wide variety of issues, all the while minimizing the end-user impact
•You can logically troubleshoot problems and clearly present solutions
•You have the patience and attentiveness to clearly communicate technical speak to non-technical customers
•Teamwork isn't something you just talk about, you believe it and help keep it going

What We Can Do For You:
•A competitive salary and bonuses
•100% paid employee benefits (medical and dental)
•Generous vacation time
•Paid training, weekly company paid lunch and more
•A great place to work!

Technical Skills and other Requirements:
•1-3 years' experience in a Managed Services environment (Required)
•Experience working with ticketing systems - Creating and updating incidents accordingly within the ticket tracking system with detailed incident and resolution information
•Categorizing incidents correctly and assessing/negotiating the urgency and impact of a reported or discovered incident (ConnectWise preferred)
•Willingness to develop professionally including industry certifications
•Ability to work on multiple priorities and/or projects simultaneously

Skills Needed:
•In Depth knowledge of Microsoft server operating systems: Windows Server 2008/2012 and Active Directory environment
•Expert in technical troubleshooting
•In-depth understanding of 802.11b/g/n/ac wireless systems
•In-depth Understanding of networking (TCP/IP, DHCP, DNS, WINS) and routing
•Expert in firewall configurations (SonicWall a plus)
•Excellent verbal and written communication skills
•Must be very comfortable working with all clients via telephone
•Client focused personality with an ability to maintain relationships and resolve client conflicts
•Detail oriented; follow established policies and procedures
Company Description
Technology Pointe, Inc. is a leader in the managed IT services industry with customers across the state. We pride ourselves on being a great place to work and providing fanatical customer services; it's what sets us apart from other IT companies. In fact, we were voted Best Places to Work by the Austin Business Journal two years in a row.


Round Rock, TX

aa5aa42612

Sun, 12 Mar 2017 12:54:21 PDT

PI97172146