Job Description
Job Description
Support Technician – Level 3
VXIT is a fast-paced and quickly growing IT Managed Service Provider, providing IT services for our small and medium business clients across many industries. We are seeking experienced and skilled Level 3 technicians to join our team. We need techs that will be providing support to our client base from here at our headquarters in West Palm Beach and also while onsite at client locations.
****You must be on site daily in West Palm Beach for this role.******
Qualifications:
- Minimum 5 years’ experience in an IT Support or IT Projects role.
- You must have experience working for a Managed Service Provider.
- You must have support experience in the following areas:
- Server troubleshooting, recovery and maintenance.
- Troubleshooting and fixing complex network issues.
- VOIP phone system issues
- Backup and Disaster Recovery situations.
- Cyber security incidents
- Full site outages and recovery
- Strong customer service skills and sense is a must.
- Excellent communication via email, phone and in person.
- Ability to train and educate larger groups effectively, both internally and externally facing.
- Ability to build rapport with clients in all situations.
- Expert level troubleshooting and critical thinking skills.
- Positive and professional demeanor.
- Organization and the ability to manage a workload of tickets
- Proven ability to be an escalation point for less experienced technicians
Responsibilities:
- Manage and complete various support tickets pertaining to server hardware, software, networking equipment, Cloud infrastructure, physical infrastructure.
- Resolve technically challenging issues and escalations across a vast array of technologies.
- Resolving issues that are affecting entire sites or entire userbases.
- Sometimes solving issues that have not been seen before and lack documentation.
- Work with other members of the team to solve difficult problems.
- Work with vendors to solve technical issues.
- Develop and lead training for clients.
- Resolve issues for clients via phone, in person, or via email.
- Scope and estimate projects given business objectives.
- Track customer issues and resolutions via our ticketing system.
- Track all time for billing and team metrics.
Technical Experience:
- All modern Microsoft Windows Operating Systems, Workstation and Server versions.
- Apple hardware, Macs, iPhones, and OSX.
- Networking, TCP\IP and common troubleshooting commands.
- Ability to troubleshoot and support networking hardware including firewalls, switches, routers, and wireless access points from various manufacturers.
- Active Directory\Azure Active Directory
- Anti-Virus, EDR, MDR, Security Solutions and Email Security
- G Suite for Business
- Microsoft 365/Office 365
- VoIP Phone systems
- DNS
- Backup and Recovery
- Intune
- Remote Monitor and Management tools
- Professional Services Automation (PSA) – ConnectWise Manage
Non-Technical Qualifications:
- Communication – early and often
- Hustle – today not tomorrow
- Intention – In pace and purpose
- Empathy – Caring starts with People
- Fun\Sense of Humor – Enjoy the ride
- Punctuality
- Self-starter
- Problem solving
- Inter-personal skills, Team Player
- Ethical
- Good attitude
- Confidence