What are the responsibilities and job description for the Support Services Tier 1 position at Dataperk LLC?
Support Services Tier 1
DataPerk has been one of Alabama's premier technology solution providers for over 20 years. At the heart of DataPerk's continuing growth is a standing commitment to being proactive in finding solutions before problems exist, making complex IT simple, and being continuously responsive to the needs of both the client and community. From these principles, Data Perk has been able to develop and offer a wide range of both standalone and packaged services for businesses in almost every industry.
DataPerk's service offerings include web design, programming and hosting, data cabling, network design, and hardware/software support, as well as DataPerk Complete packages of Managed Services, tailored to meet the specific needs of the client's industry. We adhere to our core values of excellence, integrity, partnership, and innovation to accomplish our mission in delivering secure, scalable technology solutions in an efficient and timely manner as a trusted partner. We are currently seeking a dynamic and customer-focused individual to join our team in the role of a Support Services Tier 1. Are you ready to join our team?
You will play a crucial role in our client support operations. Your responsibilities will include:
- Creating and managing tickets for client partners.
- Assigning tickets to the appropriate resources with precision.
- Ensuring timely and efficient handling of tickets, maintaining a high level of client satisfaction.
- Preparing technical schedules for our skilled technicians and forecasting workload for the upcoming 2 to 3 days.
- Exceptional customer service skills and the ability to collaborate across internal departments.
- Proficient in PC support, active directory, email setup, printer troubleshooting, basic cabling knowledge, and basic networking.
- Adaptability to changing environments and a proactive approach to problem-solving.
- Contact customers with a “Waiting Customer” status to shorten the life cycle of ticket.
- Ensuring technicians are following their schedules.
- Be the first response within SLA timeline for all newly created tickets.
- Coordinate service calls with vendors.
- Keep updated log of loaned equipment.
- Facilitate return of warranty parts.
- Compare service timecards and work orders to service schedule.
- Effectively communicate with clients throughout the life cycle of ticket.
- Maintain company and client files according to our policies and procedures.
- Assist with managing Programming queue.
- Submit On-Call time off for techs.
- PC Support: Navigate Windows 10 environments and recognize the differences between versions, Join Computer to Domain, Create/Remove User Profile, migrate user profiles between machines, Map Shared Drives, Add Printers and Install Basic Runtimes and Software (Chrome, Adobe, etc.)
- Active Directory: Add/Edit Users, Change Passwords, Add/Edit User Groups, Office 365 (Exchange)
- Administration: Add/Edit Users, Change Passwords, Add/Edit User Groups, Create Shared Mailboxes
- Email Setup: Install/Configure O365 email in Outlook, Apple Mail and mobile devices.
- Printer Troubleshooting: Setup on Network and Add to PC, Scan to PC/Share, Scan to Email, Scan to Share, identify different UPSs and demonstrate the ability to install properly.
- Basic Cabling Knowledge: Identify the different types of cabling (Fiber, Cat5-Cat7). Identify the basic tools and hardware required to cable (plates, biscuits, fish poles, etc.). Terminate Copper Cabling (Jack and RJ45) and Test and troubleshoot faults.
- Basic Networking: Understand physical network infrastructure and cable troubleshooting, Identify and explain the differences between switches (managed, non-managed, layer 2/3, etc). Demonstrate an understanding of DHCP and DNS, and their role in network troubleshooting. Configure DHCP and DNS (Windows Server, Fortigate, Cisco, Meraki), Basic Fortinet OS navigation, firmware upgrades, SSL-VPN troubleshoot and client configuration. Basic Meraki controller navigation, SSL-VPN troubleshooting and client configuration. Basic Unifi controller navigation, wireless setup and troubleshooting.
- Server Administration: Navigate the Windows Server OS and demonstrate basic knowledge of server roles, Knowledge of Windows Server domains and troubleshooting, Demonstrate an understanding of server backups (Altaro), local and remote, Knowledge file sharing, drive mapping and server/client relationships, UPS Configuration and Deployment (PowerChute), NAS Configuration and Deployment (PowerChute)
- Security: Demonstrate the ability to install/troubleshoot ESET, Cisco Umbrella, and Sentinel One, Spam email review, PC Virus Cleanup.
- Service Management: Navigate Ninja One platform, install agents, filter, and review managed devices, Microsoft service support, and understanding of engaging their support structure. Ability to coordinate with first- and third-party software vendors as needed. Complete managed service sheets/reviews. Perform On-Call Duties
Come join our collaborative team today! We have an excellent compensation and benefits package to offer all of our fulltime employees.
Requirements:Bachelor’s degree preferred or 2 years of relative experience or combination of education and experience accepted.
Certifications (two or more of the following preferred):
Beginner Certs Microsoft 365 Certified: Fundamentals (MS-900)
Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
Microsoft Certified: Azure Fundamentals (AZ-900)
CompTIA A / Network / Security Cisco Certified Support Technician (Cybersecurity and/or Networking) Fortinet NSE 1-3
