What are the responsibilities and job description for the IT Support Technician position at Advanced Business Solutions?
IT Support Technician
Reports to: Service Manager Hours Required: Full Time (40 hours per week)
ABS was founded in 1995 as a Customer Service company first and an IT Service company second. We have experienced fast growth and expansion which provides many opportunities for advancement and growth for our employees. We encourage ingenuity and creativity in all aspects of our company and believe that the key to our success has been and will continue to be our constant desire to improve the Customer Experience.
The ideal ABS IT Support Technician, also referred to as a Tier 1 Technician, is a proactive self-starter with exceptional troubleshooting and analytical skills who possesses an ability to excel in a fast-paced environment. They are not afraid to set and meet a high level of expectations. The right candidate is approachable, confident, persistent, and passionate. This detail-oriented, organized, structured individual knows how to prioritize, motivate, and coach others with a positive “can-do” attitude. Excellent communication skills when interacting with customers via phone, email, chat is essential. Critical thinking, perseverance and adaptability are imperative for this role. They must possess excellent logical problem-solving skills as well as the ability to follow through.
ESSENTIAL DUTIES/RESPONSIBILITIES
During your first month of employment, you will be trained on the ABS Way as well as the systems we use to provide service. We take a great deal of pride in providing our customers with a high-quality experience and ensure that all of our engineers are trained and to do so. Once our new employees go through the basic training provided, they will begin to learn in greater detail about how to fulfill the duties of their individual job roles. The daily responsibilities include but are not limited to:
- Act as escalation point for tier 1 tickets.
- Provide a full range of network, server, and workstation support for a diverse client base.
- Remotely troubleshooting client issues or being onsite at a client office, providing superior IT customer service.
- Professionally respond to telephone calls, emails, and web-based service requests.
- Provide friendly, courteous and quality support for clients.
- Follow a service ticket through to its completion.
- Meet or exceed key service metrics.
QUALIFICATIONS
- Ability to communicate technical information, both verbal and written, to a wide range of end-users
- Strong knowledge of desktop operating systems and productivity software (MS Office, Visio, PowerPoint, Adobe).
- In-depth knowledge of Windows Server Operating Systems, Group Policies, Active Directory, Office 365, and Exchange.
- Advanced understanding of IP networking.
- Thorough knowledge of Switches, Routers, and Firewalls.
- Ability to work in a team environment and communicate effectively.
- Self-starter with a proven record of setting and accomplishing goals.
PREFERRED
- 3 to 5 years of on the job experience providing technical support in an Information Technology capacity.
- Above average verbal communication and interpersonal skills.
- Associates or bachelor’s degree or equivalent experience.
- Relevant Industry certifications.
- Experience working as part of a team.
