Inspired Technologies is looking for an enthusiastic, motivated, customer focused individual that is ready to provide front line technical support to our vast customer base.
Technical Leads (Tier 2) are responsible for creating emotionally driven experiences and relationships with our clients and team members each and every day. This position will provide front line technical support for end users, troubleshooting of server and network systems as well as dispatch to troubleshoot and remediate issues on-site for clients. Support is primarily remote, but on-site interaction and support is a part of the job. Each technical lead will escalate within and outside of the team in order to ensure client service and experience is set to the highest levels. Responsible for acting as technical escalation point and mentor for support staff as well as ticketing management and resource allocation as needed.
Essential Functions:
- Creating unforgettable customer experiences every day
- Interface with a variety of enterprise server, cloud and networking systems on a daily basis to support and maintain client environments
- Hands on experience in troubleshooting complex technology issues involving infrastructure, security and business outcomes
- Act as escalation for first tier group and manage a set of clients based on skill and ability
- Document steps to remediation of issues in a detailed and professional manner
- Work with support team and management to ensure issues are processed quickly and effectively for the highest support levels
- Provide friendly and positive support for clients over the phone and in-person that exudes personal touch and professionalism
- Ensure incidents and tickets are filled out according to company standards
- Required to participate in an after-hours and on-call rotation to provide support to emergency client issues
- When applicable, time must be entered accurately to ensure the best service standards for our clients
- Perform complex repairs to software or peripheral equipment configurations, following design or installation specifications
- Minor training of users in the proper use of hardware or software
- Answers user inquiries regarding computer software or hardware operation to resolve problems
- Refer major hardware or software problems or defective products to vendors or technicians for service
- Act as escalation point for complex issues for peers
- Provide mentorship and leadership for team members
- Delegate tickets and tasks for the team as needed
- Provide high-level oversight to ticket boards to aid in delivery of SLAs and high-service standards
- four plus years related experience
- MCP/Net+/A+ Certification or equivalent experience
- 4 years' experience in customer service or support center systems
- Small Business consulting or technical service delivery is a plus
- Must be able to logically plan – provide structured outlines and plans for the implementation or changing of client networks or workflows. This information should be well documented
- Understand when to escalate issues. Knowing when to handoff a problem to more qualified team members is critical
- Ability to train and mentor others
Must be proficient at an expert level in most of the following skills:
- Client/Server application interaction
- Basic web systems
- Office365 and Azure Administration
- Microsoft Server Operating Systems
- Windows Operating Systems
- Terminal Services/Windows Virtual Desktop
- Firewalls – Including but not limited to PaloAlto, Fortinet and Cisco
- Routers and Switches
- Active Directory – GPOs, Policies, Sites, Users, Groups and Security
- EDR and Anti-Virus Software
- MS Office (Word/Excel/Powerpoint), Outlook
- Internet Explorer and Web Based add-ons (ActiveX, Java client)
- TCP/IP Connectivity
- DHCP
- DNS
Must be proficient at an advanced level in most of the following skills:
- Enterprise onsite and offsite backup solutions
- Virtualization Software such as VMware
- SAN and Network Storage Solutions
- VPN hardware and software
- Cisco VoIP Administration
Key Skills:
- Keen ability to problem-solve
- Ability to logically plan
- Strong oral and written communication
- Continual desire to learn, absorb, and apply new information and skills
- Extraordinary focus on customer service
- Innate ability to multi-task and stay organized
- Exhibit a professional demeanor and strong interpersonal skills
- Ability to interact in a variety of situations to include: customer service, orientations, training and networking
Not Required, but these skills/competencies are a plus:
- Background in customer service industry
- Experience in ticketing and remote access systems (Connectwise, N-Central, etc…)
- Applicable certifications from Comptia, Microsoft, and/or Cisco
WE OFFER:
- Competitive salary based on education, certifications, and experience
- Raises based on certifications attained
- Mentorship and Advancement
- Company pays 50% health insurance
- Matching 401k
- Paid Vacation / PTO
Job Type: Full-time
Pay: $45,000.00 - $65,000.00 per year
Benefits:
- 401(k) w/ company matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Schedule:
Experience:
- Customer support: 3 years (Required)
- Windows: 2 years (Required)
- Computer hardware: 3 years (Required)
- MSP: 1 year (Preferred)
Compensation details: 45000-65000 Yearly Salary
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