Level 1 Technician

Galactica CyberSecurity’s Story

At Galactica CyberSecurity we are security first. We are seeking a Level 1 Service Support Technician to join our growing team.

What do we do? We help small businesses manage their cyber security risk and have the best technology and systems to grow. Our company is financially strong. We are committed to our clients, our team and to the growth of our business.

We’re different because our team lives our core values every day and this is the key to our success. We know what we stand for and what we will not tolerate. We treat every member of our team with respect and dignity. We want to thank you for considering our company, but realize we may not be right for everyone. Every member of our team is committed to our core values.

We are seeking a Level 1 Service Support Technician because our business is growing. We have a managed service business model which means more than seventy percent of our work is supporting clients that have long term contracts with our company. Our business is different from the break/fix business model because we are able to be proactive and plan our work. While we do have emergencies from time to time, our working environment is professional and you will be able to enjoy your time off.

Level 1 Service Support TechnicianWe are looking for a responsible Level 1 Support / Help Desk Technician to help support our clients in a timely and professional manner. You will provide high-quality level 1 technical support to our clients and complete associated engineering tasks and projects in a timely and effective manner.

The Level 1 Help Desk / Support Technician’s main duties include analyzing and troubleshooting computer support problems as well as apply your knowledge of software, hardware products and services to resolves problems for users. To be successful in this role, you should be proactive, meet deadlines and communicate very effectively. Our ideal candidate also has previous experience as a help desk / support technician and is familiar with troubleshooting and solving help desk tickets.

Responsibilities

· Embrace our core values and demonstrate your commitment to our values.

· Be flexible and understand in a small dynamic business, we embrace change.

· Analyze & troubleshoot computer support problems as well as apply knowledge of software and hardware products and services to resolve problems of users.

· Perform tasks of providing timely and accurate technical help desk support to users, employees, clients, etc.

· Handle the responsibility of answering and responding to support emails, telephone calls and voicemails.

· Create and maintain troubleshooting and support documentation.

· Assist customer service, coordinator, and lead engineer in designing and developing utilities for improving support process.

Requirements

· Good knowledge of desktop and laptop support

· Possess excellent general business knowledge to complete assigned tasks

· Excellent written and verbal communication skills

· Excellent customer service skills

· Superior analytical, organizational and troubleshooting/ problem solving skills

· Ability to confidently and competently complete tasks with deadlines

Technical Skills

· Highly skilled with using Microsoft CRM, Microsoft Outlook, Microsoft Office Suite and servers

· Good knowledge of desktop and laptop support

· Possess excellent general business knowledge to complete assigned tasks

· Excellent written and verbal English communication skills

· Excellent customer service skills

· Superior analytical, organizational and troubleshooting/ problem solving skills

· Ability to confidently and competently complete tasks with deadlines

• Ability to work and be available during 8 - 5pm shift
• Strong knowledge of Windows 7-11
• Strong knowledge of the MS Office suite
• Tier 1 level networking skills (VLANs, DHCP, DNS)
• Understanding of domains, user profiles and how they work
• Understanding of Microsoft 365
• Knowledge of VoIP
• A minimum of 1 years of recent experience troubleshooting various technology and user situations
• Self-motivated with a positive mindset and high level of enthusiasm
• Responsible and dedicated to the quality of work performed
• High attention to detail while dealing with a continuous flow of new and existing issues
• Ability to switch between tasks with minimal disruptions to support needs of the business
• Ability to relay technical information clearly and simply to non-technical people

Key Performance Indicators

• Tickets Resolved
• Customer Satisfaction Rating
• Quantity & quality of improvements / recommendations suggested
• Quality & quantity of Technical Documentation created / updated

Job Type: Full-time

Pay: $38,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Flexible schedule
• Paid time off
• Referral program

Schedule:

• 8 hour shift

Experience:

• Help desk support: 1 year (Required)

Work Location: In person

Salary : $38,000 - $45,000