Job Description

JOB SUMMARY: Responsible for the resolution of remote support requests and Tier I escalated support request for end users across a diverse range of industries.

POSITION RESPONSIBILITIES:

TECHNICAL:

• Follow detailed processes to deliver consistent results
• Provide support of Microsoft’s core business applications and other line-of-business applications
• Provide support of computer hardware, including workstations, servers, printers, and telephony devices
• Provide support of network hardware, including WAN and LAN connectivity, switches, routers, firewalls and wireless access points
• Provide support of network security solutions
• Provide support and management of VoIP systems
• Provide support of Active Directory users and structures: OUs, sites, GPOs, trust relationships, etc.
• Provide support of backup and disaster recovery solutions
• Provide support of VPNs and RDS
• Monitor system alerts and notifications through RMM tool, and respond accordingly through service tickets
• Provide after-hours support per scheduled on call rotation
• Become the subject matter expert in assigned technology

OPERATIONAL:

• Assist with project tickets and new client onboarding
• Assist TAC Admin with triage of incoming service tickets as needed
• Mentor TAC Admin support level
• Escalate and schedule service tickets that require higher level or onsite support
• Resolve RMM tickets
• Provide live answer help desk support
• Thoroughly document tickets on a real-time basis
• Consistently exceed defined Service Level Agreements
• Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
• Document internal processes and procedures related to duties and responsibilities

COMPANY CULTURE:

• Support the Vision and Mission of Infinity by adhering to our Core Values
• Do the Right Thing. Always.
  • Demonstrate honesty, integrity, and professionalism in all aspects of the position
• Continually Improve
  • Attend internal peer and vendor training
  • Successful completion of certification and training goals as assigned by service manager
  • Train technicians through regular peer training sessions
  • Produce company blogs and other communications
• Provide Fanatical Customer Service
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
  • Communicate with customers, keeping them informed of incident progress

QUALIFICATIONS/SKILLS:

• Strong verbal and written communications skills
• Strong technical diagnostic skills
• Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
• Technical awareness: ability to match resources to technical issues appropriately.
• Understanding of technical support tools and techniques used to provide IT 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

CREDENTIALS AND EXPERIENCE:

• 3-5 years of Help Desk Support experience, Managed Service Provider experience preferred
• 1-2 years of System Administration experience
• WatchGuard Essentials Certification or completion within 90 days of employment
• Microsoft MCSA or MCSE preferred
• A+ or Network + preferred
• Associates or Bachelor’s degree in Computer Science or related field preferred

MEASURES OF PERFORMANCE:

• 3X W2
• 12 tickets resolved per day
• Real-time Ticketing
• Ticket Quality Assurance score > 95%
• Personal CSAT Score > 96%
• 100% Compliance with Training/Development Goals

Company Description

Infinity, Inc. is the premier provider of business network security and IT services for Savannah, GA and surrounding areas. We are family owned and operated since 1999 and committed to providing solutions with integrity to ensure the success of our clients.