What are the responsibilities and job description for the Dedicated IT Support Technician position at Accellis?
A Dedicated IT Support Technician plays a critical role in delivering exceptional customer service and technical expertise while working directly at the client’s location. This position requires a deep understanding of the client’s IT infrastructure, business processes, and operational workflows, ensuring that IT services align with the organization’s goals while maintaining a high level of productivity and client satisfaction.
Primary Responsibilities
§ Resolve end users' ticket requests; these requests are derived from text, chat, email, and walk-ins
§ Strong ability to prioritize and multi-task
§ Strong Communication and interpersonal skills with clients and co-workers
§ Resolve Tier 1 and Tier 2 service tickets
§ Resolve issues that arise with the network, wireless, and or server infrastructure
§ Set up new user laptops/desktops using Intune and train end users on this technology
§ Work with the primary contact to ensure escalation and timely resolution
§ Work with vendors on issues that require the involvement of outside vendors
§ Work with internal Accellis teams to assist with critical issues that cause a business disruption
§ Travel to different client locations as needed to complete necessary tasks and assist or train users
§ Ensure KPIs are being met in client satisfaction and ticket closure
§ Configure and Troubleshoot issues with Microsoft Intune/Azure
§ Maintain comprehensive documentation and inventory of assets
Additional Responsibilities
§ Maintain proper communication with the Client Strategy Team or Technical Account Manager (TAM)/vCIO on issues that are not getting resolved in a timely manner.
§ Partner with the TAM to focus on the client’s long term goals and needs.
§ Work with the Escalation team on any issues that is out or scope or need escalation
§ Cross-train with other Dedicated IT resources with similar clients and provide backup as needed
§ Train and ensure other Dedicated IT members are comfortable and knowledgeable when needed
§ Work with the Project team and aid on projects for the client.
Requirements for the Role
§ Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP, etc.
§ Knowledge of deploying Intune Policies
§ Networking skills: switching, routing, firewalls, WLAN, VPNs, AWS, Azure, Client to Site, Site to Site, etc.
§ Knowledge of Microsoft Azure Environments
§ Interpersonal skills: such as telephony skills, communication skills, active listening and client-care.
§ Diagnosis skills of technical issues.
§ VMware experience
§ Hyper-V experience
§ Barracuda product knowledge is a plus
§ Ability to multi-task and adapt to changes quickly if priorities change.
§ Ability to excel in both reactive and proactive work
§ Technical awareness: ability to match resources to technical issues appropriately.
§ Service awareness of all the organization’s key IT services for which support is being provided.
§ Understanding support tools, techniques, and how technology is 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 and remote environment.
§ 2-5 years of IT experience.