L1 IT Support Tech

Job summary:

As a member of the Wide Cloud Communications IT team, the L1 IT Support Tech is considered a desktop support tech responsible for computer hardware, software, and peripherals. Rotational Onsite Support is the primary role for this position. You will be the primary point of contact for ticket requests and for the resolution of desktop or laptop related incidents, service requests, and connectivity issues. The L1 IT Support Tech also enforces our customers desktop and laptop policies and procedures.

Essential Responsibilities and Duties:

Install and configure computer hardware, software, systems, networks, IP phones, cameras, printers and scanners.

Review, diagnostics and assess the functionality and efficiency of systems

Setting up accounts for new users (Active directory, local users, 365 users, etc)

Daily scheduled visits to our MSP clients

Resolve and respond in a timely manner to service issues and requests

Escalates unresolved incidents/service requests within agreed timescales

Logs relevant incident/service request details per help desk procedures

Communicates with client regarding incident progress

Ensures tickets are always updated until issues are resolved

Conducts hardware and software maintenance and support

Troubleshoots and resolves PC incidents

Coordinates with Management for hardware replacement

Collaborates on IT security issues and virus elimination

Assists remote L2 team when server maintenance is required at client sites & data center

Creates/maintains documentation of customers/devices/policies/changes.

Local and remote network support and/or assists the remote team

Windows Desktop Administration

MAC (Apple) troubleshooting knowledges

Strong Troubleshooting Skills

Qualifications:

Associate degree in computer science, finishing studies on this field, or equivalent certification

Efficient troubleshooting abilities

Ability to prioritize

Bilingual

Willingness to work flexible hours when needed

Initiative

Ability to write technical support documentation

Excellent customer interface skills

Understanding of customer satisfaction principles and practices

Team player

Ability to work under pressure

Good organizational and time management skills

Good analytical and problem-solving skills

Maintains strong attention to detail in high-pressure situations

Strong communications skills, both written and oral

Must have reliable transportation