Job summary:
As a member of the Wide Cloud Communications IT team, the L1 IT Support Tech is considered a desktop support tech responsible for computer hardware, software, and peripherals. Rotational Onsite Support is the primary role for this position. You will be the primary point of contact for ticket requests and for the resolution of desktop or laptop related incidents, service requests, and connectivity issues. The L1 IT Support Tech also enforces our customers desktop and laptop policies and procedures.
Essential Responsibilities and Duties:
Install and configure computer hardware, software, systems, networks, IP phones, cameras, printers and scanners.
Review, diagnostics and assess the functionality and efficiency of systems
Setting up accounts for new users (Active directory, local users, 365 users, etc)
Daily scheduled visits to our MSP clients
Resolve and respond in a timely manner to service issues and requests
Escalates unresolved incidents/service requests within agreed timescales
Logs relevant incident/service request details per help desk procedures
Communicates with client regarding incident progress
Ensures tickets are always updated until issues are resolved
Conducts hardware and software maintenance and support
Troubleshoots and resolves PC incidents
Coordinates with Management for hardware replacement
Collaborates on IT security issues and virus elimination
Assists remote L2 team when server maintenance is required at client sites & data center
Creates/maintains documentation of customers/devices/policies/changes.
Local and remote network support and/or assists the remote team
Windows Desktop Administration
MAC (Apple) troubleshooting knowledges
Strong Troubleshooting Skills
Qualifications:
Associate degree in computer science, finishing studies on this field, or equivalent certification
Efficient troubleshooting abilities
Ability to prioritize
Bilingual
Willingness to work flexible hours when needed
Initiative
Ability to write technical support documentation
Excellent customer interface skills
Understanding of customer satisfaction principles and practices
Team player
Ability to work under pressure
Good organizational and time management skills
Good analytical and problem-solving skills
Maintains strong attention to detail in high-pressure situations
Strong communications skills, both written and oral
Must have reliable transportation
