Job Title: Level 1 Technical Support

Location: Remote & NYC/NJ

Reports To: Director of Services

Job Description

Install and configure hardware and software
Respond to tickets in accordance with SLA guidelines
Work with our Service Desk Documentation Remote Monitoring/Management and all other system
software to accept and resolve L1 and L2 service requests incidents and problems Documenting and
tracking all steps taken to the resolution
Responsible for escalations on all desktop network and server infrastructure service tickets to ensure
service levels are maintained
Create and document service management procedures and standards to ensure engineering best practices
are maintained
Work with clients directly over the phone and using remote software or travel onsite
Respond in timely manner to requests and issues
Repair and replace equipment as needed
Provide onsite and remote support to end users
Assist in AV setups as needed for meetings
Set up new workstations for users (deploying equipment create Active Directory Accounts O365
Heavy use of Windows and Mac OS devices
Ability to work in Active Directory
Research and test new technology

Daily Activities

Accept and resolve tickets service requests/incidents/problems using our Service Desk software
Accept client facing phone calls and contact clients via phone and/or email to assist in resolving incidents
and problems
Use remote management software to log into client PCs and resolve service requests/incidents/problems
Answer the phone with a cheerful and enthusiastic tone
Perform initial fault finding and basic troubleshooting of both incidents and problems
Deal with ticket escalations internally and externally with support tickets from third party vendors
Assist with deployments in the field NYC/NJ Area

Desired Attributes And Experience

Qualifications

Bachelors Degree in Computer Science or Associate Degree plus two years of tech support experience
A+ and Net+ Certification or equivalent required
At least 3 year(s) of working experience in the related field is required for this position

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Level 1 Technical Support

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