Position: Technical Support Team Member
Company: 1Voice
Location: Brooklyn
Job Description:
We are looking for a detail-oriented individual to join our Technical Support team. The candidate should have experience in level one helpdesk, with a basic background in networking and IT infrastructure. Experience in low-voltage and VoIP is preferred.
Full Paid Training will be provided. Individuals with no experience in the IT field are encouraged to apply if they are looking to enter the field of Information Technology.
Compensation will be determined based on experience.
Multiple Positions available
RESPONSIBILITIES:
Provide first-level contact and problem resolution for all users with hardware, software, and applications problems.
Resolve user-reported problems using available tools and following procedures and policies for the handling of support cases.
Document and track customer issues and resolutions.
Prioritize and manage several open issues at one time.
Follow up with clients to ensure their systems are fully functional after troubleshooting.
Perform onsite troubleshooting and hardware installation
Perform Structural Cabling installation and termination
Install CCTV Systems
QUALIFICATIONS:
Experience: 1+ year in a or customer support role.
Education: Minimum High school diploma or equivalent; Preferred college degree or relevant certifications in associated field
Technical Skills:
1. Basic Hardware and Software Troubleshooting:
Diagnosing and resolving issues with desktops, laptops, printers, and mobile devices.
Installing, configuring, and maintaining operating systems (Windows, macOS, Linux).
Familiarity with basic network troubleshooting (e.g., routers, switches, firewalls).
2. Operating Systems:
Experience with Windows 10/11 and macOS.
Knowledge of Active Directory for user account management (password resets, user creation, group policies).
3. Networking Fundamentals:
Understanding of LAN/WAN environments and basic TCP/IP protocols.
Ability to troubleshoot internet connectivity issues, including DNS, DHCP, and VPN.
4. Help Desk Ticketing Systems:
Experience using ticketing platforms (e.g., Zendesk, Freshdesk, JIRA, Zoho Desk).
Ability to log, track, and prioritize tickets efficiently.
5. Microsoft Office Suite:
Support for common Office 365 products (Word, Excel, Outlook, Teams).
Troubleshooting issues related to email clients and calendars (e.g., Exchange, IMAP, SMTP).
6. Remote Desktop Tools:
Familiarity with remote support software (e.g., TeamViewer, AnyDesk, Microsoft Remote Desktop).
7. Basic Network Security:
Knowledge of antivirus software, firewalls, and malware removal tools.
Understanding of two-factor authentication (2FA) and data privacy best practices.
8. Peripheral Device Troubleshooting:
Support for external devices (printers, scanners, external drives, etc.).
Basic knowledge of troubleshooting USB, HDMI, DisplayPort, and other connection types.
9. VoIP and Telephony Support:
Experience configuring and troubleshooting VoIP phones and softphones.
Understanding of basic call routing and PBX systems (VoIP-related experience would be especially relevant given your business focus).
10. Incident Documentation and Reporting:
Ability to document technical issues and resolutions clearly and concisely.
Creating knowledge base articles for frequently encountered issues.
Problem-Solving Skills: Ability to diagnose and resolve basic technical and network issues.
Communication Skills: Excellent verbal and written communication skills.
Language Skills: English and Russian (Preferred)
Drivers Licence is Required
Compensation:
$20+ per hour (full-time) ( Compensation based on Experience)
Paid Sick days
PTO.
