Information Technology Support Technician

Job description

The Field Service Engineer is responsible for delivering first class service, advice and technical support to ACT clients, through the highest standards of customer service, efficiency, knowledge and integrity. This includes working daily advanced support incidents and requests focusing on desktop and light server troubleshooting, hardware/software installation from our Remote Service Desk. The candidate will interface with high profile clients from multiple industries daily thus requiring the highest level of presentation, communication and professionalism.

Position Requirements

The ideal candidate is responsible for providing our clients with ‘best in class’ service for any and all desktop-related issues they may have. The Service Desk Analyst will be supporting clients remotely over the phone and utilizing remote connection tools from one of the ACT offices

Maintain a high level of customer satisfaction from work performed

Maintain a high level of communication both written and verbal, which includes service ticket ownership to ensure issues are resolved in their entirety, and the end user is satisfied

Experienced in resolving end user incidents and requests

Communicate and collaborate with Service Desk escalation technicians and engineers to solve

Document time and notes in each service ticket as the work is happening.

Work with and follow up with vendors and partners concerning their product and service issues

Using a strong attention to detail, identify opportunities for improvement the client experience to reduce support calls

Build rapport and elicit issue details from end users

Troubleshoot and resolves issues following ACT standards and industry best practices

Identify issues that should be recorded in a global and client specific knowledgebase

Perform other duties as assigned

Maintain an ambitious attitude towards learning and training for products both ACT specific and industry wide.

Technical Requirements

Exceptional knowledge of Windows 10, 8 Operating System troubleshooting and configuration

Exceptional knowledge of the MS Office Suite including Office 365 installation and administration, configuration, and troubleshooting required

Active Directory Administration

Experience working a service desk ticketing system (Autotask, ConnectWise, etc.)

Exceptional NTFS Administration required

Citrix & VPN administration & troubleshooting required

Experience troubleshooting Microsoft Distributed Name Space (DFS)

Experience troubleshooting Group Policies, DNS

Experience troubleshooting file and print services

Desktop software installation, configuration, and troubleshooting

Strong MDM Support and administration required

Experience with VoIP administration

Experience with Enterprise Antivirus and Spyware software

macOS experience a plus

Position Requirements

College diploma or University degree in the field of Computer Science or equivalent

3 years working in a support, service, or Tier 1/2 service desk role

Exceptional customer service orientation

Experience working in a team-oriented, collaborative environment.

Knowledge of financial business level technologies

Exceptional written and oral communication skills

Strong documentation skills

Demonstrated empathy skills

Ability to absorb and retain information quickly

Ability to present ideas in user-friendly language

Highly self-motivated and directed

Sharp attention to detail

Proven analytical and problem-solving abilities

Capable of Multitasking in a high pace environment, effectively and efficiently.

Ability to effectively prioritize and execute tasks in a high-pressure environment

Working Conditions

Ability to work under a moderate noise level (i.e., working on an open floor with printers, telephones, and computers; or working in a datacenter)

Ability to be flexible and successfully respond to multiple work pressures

Willing to work extra hours as needed; including late nights and weekends

Sitting or standing for extended periods of time

Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

Potential Travel to client sites as needed.