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Server Support Technician

Location : Ocala
Job Type : Talent Center Postings
Reference Code : 10744605
Hours : Full Time
Required Years of Experience : 2
Required Education : Bachelor's degree
Travel : No
Relocation : No

Job Description :
The Advanced Remote Support Technician is responsible for handling advanced remote support service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, telephony, and vendor specific hardware and software.




• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Support of disaster recovery solutions.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
• System documentation maintenance and review in ConnectWise.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Performing server preventative maintenance operations on a monthly basis


• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
• Escalate service requests that require engineer level support.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as service tickets in ConnectWise.


 


Benefits:


• Competitive salary based on experience and qualifications. 


• Health, vision, and dental benefits included. 


• Performance based incentives. 


• Generous bonus levels. 


• Full on the job training & support. 


• Fun working environment and culture. 


• Great opportunity for advancement.


 


Required Qualifications :

• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.


• BA/BS, preferably in computer science or a related field.
• MBA/MS preferred but not required.
• 2 years of IT or related experience.


Skills :
Communication Computer skills Computer Technician Configure application software ConnectWise Customer service Diagnose technical issues Firewalls LAN Networks Printers Provide technical support Remote support Security Server Troubleshooting Typing VPN WAN
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