Job Description

IN THIS ROLE YOU WILL:

• Provide first level remote support to resolve problems with products and applications by meeting customer service standards.
• Answer support queries by either phone or ticketing portal
• Troubleshoot Level I tickets and ensure customer need is handled within company standard timeline of 2 business days.
• Escalate more complex service issues to appropriate technicians and engineers
• Log all requests and maintain full documentation into the ticketing system
• Monitor client infrastructure and backup alerts, working to resolve issues as they arise
• Review and resolve problematic system backups and ensuring integrity of client infrastructure
• Identify, troubleshoot, and resolve data networking related issues and/or design network solution
• Research, diagnose, document and resolve level 1 client incidents
• Evaluate and recommend new or upgraded products to enhance the performance of the LAN/WAN

YOU SHOULD HAVE:

• 1 year of technical training or equivalent experience
• Experience providing responsive, professional, highly personable technical support.
• Experience with documentation software and proven data recordkeeping accuracy.
• Ability to provide sound consulting advice to clients.
• Ability to work rotating schedules including rotating weekends and alternating shifts during the work week based on business needs. Examples include: 6:00 am – 3:00 pm, 8:00 am – 5:00 pm, and 9:00 am – 6:00 pm.

Company Description

Elevity is one of the largest and most capable technology service providers in the Midwest. Our talented and passionate team is the engine driving our continuing growth and strong position in the market. Elevity is a combination of the words “elevate” and “security.” We aspire to elevate our clients’ businesses by delivering cutting-edge IT strategy, security, solutions, and support. Each Elevity team member has a direct impact on the success of the local businesses we serve every day. We also aim to elevate every team members’ career. We believe strongly in developing from within, working with each employee to create a fulfilling career path and provide continuing education. Our work environment promotes both growth and balance – we encourage everyone to challenge themselves in their roles, but also take time away from the office to enjoy life. As a subsidiary of The Gordon Flesch Company, Elevity offers competitive salaries, generous benefits, and a fun, collaborative work environment.