Live Desk Support Technician

ERGOS - Live Desk Support Technician About our Company: ERGOS Technology Partners Inc. is a managed IT services company headquartered in Houston, Texas. We are an international provider of managed IT services, specializing in end-to-end computer support and services for businesses and organizations of all sizes. Our highly trained professionals work tirelessly to ensure efficient operations, secure data resources, reliable systems, and exceptional customer service. We understand the importance of staying ahead of the competition regarding cutting-edge technology and managed its industry trends , and we keep current on the latest technologies. In addition, we aim to provide a comprehensive suite of services that bring your business into the digital age. Our experienced team provides various managed IT services for businesses and organizations across many sectors. From enterprise network security analytics to cloud storage solutions and automated backup tools, we work with every step of the way to ensure businesses have access to the best possible technology solutions available. Job Description: We are seeking an experienced and motivated Help Desk Technician to join our Live Desk team. The ideal candidate will possess strong technical skills, superior customer service aptitude, and a passion for technology. The Desk Technician must effectively troubleshoot and resolve complex technical issues, think outside the box, and use advanced problem-solving skills to quickly identify and resolve customer service problems. Strong communication and interpersonal skills are essential to convey technical information clearly and concisely. Staying up-to-dated on new technologies and industry trends is crucial to providing customers with the most accurate solutions. Key Responsibilities: Provide general application and end-user technical support to customers via email and phone. Diagnose, troubleshoot, and resolve advanced hardware, software, and peripheral issues. Ensure customer satisfaction by providing timely resolution of inquiries and requests. Utilize problem-solving skills to determine the root cause of problems with applications or products across various OS platforms. Understand and implement process flows and practices specific to Support Centers, enhancing call handling procedures to maximize first call resolution rates and accuracy in case/ticket reporting. Assist with training other help desk technicians as needed. Diagnose and support intermediate to advanced server/network and workstation issues. Manage and troubleshoot a wide range of network devices, including SonicWall, Unifi/Ubiquiti, Fortinet, and/or Palo Alto firewalls, and Cisco, Meraki, Dell, and HP switches. Configure and troubleshoot site-to-site VPN tunnels, AnyConnect, L2TP, DMVPN, and perform intermediate to advanced troubleshooting, including packet captures. Configure Cisco network devices: ASA firewalls, C2960 switch, C3750, CISCO2800, CISCO2900, etc. Configure NAT and ACL on Cisco ASA, SonicWALL, and Cisco routers. Troubleshoot and configure VLAN management. Troubleshoot routing and switching issues on LAN and WAN, including EIGRP, OSPF, MPLS, PPPOE, STP, VTP, LACP, and switch stacks. Troubleshoot and configure NTP, DHCP, DNS, SMTP, and SNMP services. Diagnose and support complex routing and connectivity issues. Troubleshoot and configure VoIP and Allworx phone server issues. Qualifications: Bachelor’s degree or higher in computer science, information systems, or a related field is preferred but not required depending on experience level. 4+ years of technical support experience in a service desk environment. Proficiency in operating systems (Windows, MacOS). Exceptional verbal and written communication skills. Strong analytical and problem-solving abilities. Excellent interpersonal skills. Strong discovery, multi-tasking, organizational, and communication skills. Professional appearance and the ability to interact in a variety of situations, including customer service, orientations, training, and networking. Previous customer service experience. Above-average documentation skills, ensuring client issues are well-documented from initial receipt through resolution and follow-up. Previous Managed Services experience is a plus. Knowledge of networking protocols (TCP/IP), cloud computing technologies (AWS/Azure), virtualization technologies (VMware/Hyper-V), and security solutions (firewall/antivirus). Work Schedule and Environment: Standard shift: 4 PM – 1 AM (Beirut Time), with the flexibility to adjust based on business needs. Flexibility in working on holidays as well as weekends whenever needed, is required. Hybrid work Environment