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IT Tech Support Level 1

Company: 4IT Inc
Location: Jupiter
Posted on: October 15, 2019

Job Description:

The Service Desk Engineer L1 is responsible for handling advance level support of service requests and being a team lead for the Service Desk Technicians. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. Essential Duties and Responsibilities:IT Support relating to technical issues involving Microsofts core business applications and operating systemsSupport of disaster recovery solutionsBasic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and securityBasic remote access solution implementation and support: VPN, Terminal Services, and CitrixMonitor the remote monitoring and management system alerts and notifications, and respond accordingly through service ticketsSystem documentation maintenance and reviewCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages Additional Duties and Responsibilities:Improve customer service, perception, and satisfactionFast turnaround of customer requestsAbility to work in a team and communicate effectivelyWork with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficientlyEscalate service requests that require engineer level support To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Basic understanding of operating systems, business applications, printing systems, and network systemsInterpersonal skills: such as telephony skills, communication skills, active listening and customer-careDiagnosis skills of technical issuesAbility to multi-task and adapt to changes quicklyTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organizations key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast moving environment

Keywords: 4IT Inc, Miami Beach , IT Tech Support Level 1, Other , Jupiter, Florida

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