CentriServe I.T.

Job Description

• Provide fast and useful technical assistance on computer systems. Answer queries on basic technical issues and offer advice to solve them.
• Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Be customer-oriented and patient to deal with difficult customers.
• Create value for clients that will help preserve the company’s reputation and business.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the tickets
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Abilities - T2 technicians are proficient in all the requirements of a T1 knowledge base but also have knowledge and experience that allows for a more in-depth approach to resolving issues that may be persistent or ongoing

• Providing more in-depth solutions beyond the knowledge of T1 technicians – Understanding the ‘core’ functionality of the problem at hand to help understand where the root of the problem is.
• Remotely solving or repairing persistent software issues – Using key indicators during troubleshooting to identify and resolve repeatable problems. (Event/system log files, software log files, etc.)
• Perform diagnostic testing – Perform tests within the environment to help identify the ‘root’ cause of the issue.
• Understand and have functioning knowledge of Firewalls, Switches, VPN’s, LAN/WAN Communication and endpoint services.
• Install – Installation of new software, drivers or tools. Updates of existing software, drivers, or tools.
• System configuration changes, issues and troubleshooting
• System/application log review and understanding
• Desktop support – full administration
• Server support – basics that do not require Admin level consent
• Escalations - Escalations for issues affecting multiple systems, users but NOT an entire office.
• Active Directory administration – Troubleshooting GPO, Creating/editing containers, setting home directories, mapping drives, etc.

Daily Tasks

• Constantly and thoroughly work with Dispatch & Support Manager to ensure proper response time and workload management
• Meet all contact and Service SLA’s
• Manage completely accurate notes & time entries on ALL tickets
• 5 hour minimum of time – posted on the tickets / projects assigned
• Communicate all relative information to escalations and Support Manager
• Communicate all issues, pertinent updates, ideas, notes, etc.
• Attend all Internal / Customer Meetings as schedule permits
• Monitor and respond to alerts within Datto RMM
• Monitor/Verify Backups
• Monitor/Verify/Respond to AV installation and functionality
• Regular Network audits – Per site in Datto RMM
• Check widgets and other tools that pertain to job performance and ticketing

Training / Knowledge / Capabilities Needed

• T2 technicians often start to develop more experience and knowledge on specific portions of technology such as Networking, Security, Software, Programming, etc.
• Sophos Certification – Architect & Engineer
• CompTia A +
• CompTia Network +
• CompTia Security +
• CompTia Cloud +
• Google support technician certification
• Certified Network Associate (CNA)
• Prior MSP Experience highly recommended

Job Type: Full-time

Pay: $60,000.00 - $72,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Experience:

• IT: 3 years (Preferred)

Location:

• Ocala, FL 34470 (Preferred)

Work Location: Hybrid remote in Ocala, FL 34470