Instant Support Group

Dynamic Edge solves computer problems!  Since 1999, Dynamic Edge has provided enterprise-scale technology solutions to small and medium businesses.  Our clients enjoy 24 x 7 x 365 support and collaborate with our fun, friendly team that includes technical support staff, network engineers, security professionals, business technology managers and experienced administrative personnel. 

Our Core Values inform everything we do:

• We are Excellent Communicators
• We Enjoy Helping People
• We are Tenacious
• We Prevent Emergencies by Eliminating Time Bombs
• We are Disciplined
• We Learn from our Mistakes

Opportunity

We are looking for full-time Instant Support Group engineers to join our high-performance team.  Your primary objective will be to reply to incoming client support issues quickly and with great attention to detail.  You will answer calls, troubleshoot issues according to documented best practices, solve problems, and escalate tickets to other resources.  You will closely collaborate with your teammates and respond to issues by priority and within SLA.

This position will reside in either Ann Arbor, MI, or Nashville, TN.  A fully remote position will be considered for the ideal candidate.

Responsibilities

• Answer incoming calls with enthusiasm and offer excellent phone presence and listening skills
• Follow the documented process for managing tickets, including answering calls, limiting time spent on tickets and escalating appropriately and within SLA
• Apply technical skill to a wide variety of issues supporting servers, workstations, networking, wireless access points, LOB software, standard office applications and ISPs
• Add detailed notes to every ticket for all time worked and resolutions identified
• Earn satisfaction from solving client issues quickly and efficiently
• Identify ticket trends and suggest process and documentation improvements

Requirements

• 2 years of demonstrated technical support experience, including understanding of:
  • Windows 10
  • Windows Server 2016 and Active Directory
  • Microsoft Office 365
  • Networking and VPN, including VLANs, packet inspection and routing protocols
  • Wireless services
  • Cloud services, such as Azure and AWS
• Experience with a professional ticketing system
• Excellent communication, interpersonal and analytical skills
• Experience with Microsoft Office, including PowerPoint and Teams
• Ability to work under pressure, while maintaining a positive attitude and a sense of humor
• Degree from an accredited university, or equivalent experience

Desired Skills

• 2 years of demonstrated account management experience with a technology company
• 2 years of Managed Service Provider (MSP) experience
• Knowledge of IT infrastructure, managed services, and cybersecurity

Compensation and Benefits

This position offers a competitive salary, depending upon experience and skills.  In addition to comprehensive health benefits, we offer a flexible work environment, a super cool tech company vibe, continuing education and mentoring, 401K, profit sharing, free lunches, exciting events, and occasional video games in the later afternoons.

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