Technical Support Tech//Desktop Support//W2 Only//Lewisville, TX

Location – Lewisville, TX

WORK LOCATION - Lewisville, TX

Employment / Job Type - Full-Time

Job Description - Technical Support Tech

We look for the below attributes:

• Positive attitude: Possessing a positive and joyful attitude will assist in your positive and joyful results.
• Self-motivation: Aptitude to do what needs to be done, without influence from other people or situations.
• Competitive drive: Ability to deliver better value and quality than competitors.
• Entrepreneurial personality: Adeptness to identify a need (any need) and fill it, no matter the task.
• Extremely punctual and detail oriented.
• Valid driver's license without restrictions.
• Excellent written and verbal communication skills.
• Organized and task oriented.
• Honest and places a high value on integrity.

What this role will look like:

●   Effective Customer Support

• Manage and respond to customer service tickets through a ticketing system, collaborating with team members to ensure all customers are fully supported. 
• Answering calls and emails from customers with full and comprehensive support to the best of the team member’s ability.
• Network configuration and maintenance for most customers in which client’s router is installed.    
• Review dispatches, requests, and equipment replacement shipments with manager; provide details to ensure the right customer gets the right equipment; dispatches are scheduled, and customers notified before leaving for that appointment.
• Potential to go onsite for customer maintenance and troubleshooting, as well as any other technical tasks or problems. 
• Update Internal Records: Ensure all customer records are timely and accurately updated per policy.

• Installation Services
• Installation of on-site cabling as required for VOIP equipment as part of the installation services we are providing.  
• Provide complete, clear, and comprehensive training of office staff once an installation is complete to ensure they are getting the most out of their system.
• Assisting the field services team lead with install & dispatch training to enable faster and more thorough install & dispatches.
• Meet goals/targets as set-forth.

●     Team Member Contribution

• Assist Colleagues where appropriate by sharing ideas and collaboration.
• Contribute to the Improvement of Operations.

Benefits:

• 401(k) with employer matching
• Health (medical) insurance
• Paid Time Off
• Vision Insurance
• Supplemental Insurance

Schedule:

• Monday to Friday with afterhours/weekend on call rotation
• Out of town installations requiring overnight stays

Ability to Commute/Relocate:

• Lewisville, TX 75057 (Required)

Experience:

• Education in networking and troubleshooting is preferred and/or 2-3 years of experience with network and/or VOIP troubleshooting
• Comprehensive understanding of network services such as DNS, DHCP, Port Forwarding, etc.
• In-depth understanding and practical knowledge of networking systems such as LAN, firewalls, routers, and printers
• Ability to analyze and evaluate networks, identify issues, and provide solutions to ensure networks are operating efficiently
• Time management
• Ability to manage several projects simultaneously from design to implementation
• Ability to communicate technical information to other technical team members but also to coworkers in other departments who may not have knowledge of networking technical terminology
• Ability to thoroughly document and notate issues/resolutions performed throughout the troubleshooting process.
• Ability to answer phone calls and troubleshoot issues in a timely manner in a call center environment

License/Certification:

• Driver's License (Required)
• Entry level IT certifications such as A or equivalent preferred

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible