What are the responsibilities and job description for the Helpdesk Technician position at Universal Business Team?
About Us
Universal Business Team (UBT) is a dynamic, fast-paced global consulting organization dedicated to empowering family-owned businesses worldwide. With a presence in multiple countries, we provide our clients with an unparalleled range of business advisory services, coaching, consulting, and training programs designed to drive growth and success. Our mission is to deliver innovative solutions that enable businesses and families to thrive.
The Opportunity:
We are seeking a passionate and skilled Support Technician to join our team and play a key role in supporting our clients’ software solutions. As a Support Technician at UBT, you will be at the forefront of delivering cutting-edge technology solutions that make a real impact on our clients' businesses.
Why Join Us?
- Be part of a global organization that values innovation and continuous improvement.
- Collaborate with a team of professionals dedicated to making a difference for our clients.
- Work on diverse and impactful projects that keep you challenged and engaged.
- Support and develop cloud solutions that enable businesses to reach their full potential.
What We’re Looking For:
We are looking for a dedicated Support Technician who is ready to take on new challenges and bring their expertise to our team. If you’re passionate about technology, eager to help people, and thrive in a collaborative environment, we’d love to hear from you!
Our Mission and Values:
Vision: We empower people, at both work and home, so they create continuous and meaningful prosperity and well-being for the communities and economies in which they live.
Mission: To be trusted and relevant to the people and communities we serve so they enable their families, businesses, and communities to thrive.
Our Values:
Serve – We think customer first. We add value to their business
Integrity – Our word is our bond, and every commitment is without compromise.
Respect – We work collaboratively and consistently strive to improve for the grater good.
Teamwork – We break down barriers and work as one.
Position Summary
CUSTOMER SERVICE
Investigate and resolve Helpdesk Tickets.
Customer Friendly, quick and a helpful experience over email, tickets and phone.
Provide the Client with advanced remote troubleshooting including software maintenance and support.
Ensure that client transactions are well documented and maintained.
USE OF OUR TICKETING SYSTEM
Use our Ticketing System to remediate Helpdesk Tickets & Service Requests.
Managing and recording all work though our Ticketing System for accurate billing.
Clear and concise ticket notes and summaries.
Ensure tickets aren’t “stale” throughout the process and customers are always informed on your progress.
Correct ticket triaging by categorizing, prioritizing, and managing support tickets based on complexity and urgency.
USE OF OUR MONITORING & MANAGEMENT TOOL
Review RMM dashboard and apply remediation actions as indicated by our processes.
Review regularly scheduled/automated tasks as indicated by our processes.
Experience providing support via remote tools and handling technical support tickets.
COMMUNICATION, REPORTING & RISK
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
Identify, Communicate and Mitigate potential risks for Customers and be a good listener.
Always follow best practice to ensure consistent usability for our customers.
Follow Standard Operating Procedures (SOPs) for dailya and weekly recurring tasks and customer onboardings.
Follow all our Security Procedures and keep a vigilant eye for any security issues we or our customers might encounter.
TEAMWORK
Request “fresh eyes” from your peers to effectively troubleshoot any issues that you might not be able to resolve in adequate time on your own.
Identify opportunities for improvement and make constructive suggestions for change on internal and customer infrastructure and processes.
Ask questions and bounce ideas of your colleagues.
SKILLS AND ATTRIBUTES
DESIRED EXPERIENCE AND KNOWLEDGE:
Customer First attitude
Ability to solve problems and challenges also think outside of the box.
Diagnosing technical issues related to end user hardware and software.
Understanding of support tools, techniques and how technology is used to provide MSP services.
Understanding Network fundamentals: OSI Model, IP addressing, Subnetting, DNS, DHCP, TCP/UDP Ports, VPN, Port forwarding and Remote desktop connections.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business utilizing a Ticketing and or PSA System.
Knowledge of Operating systems (Windows 10,11) and Business Applications
Incorporate Event viewer, Services.msc, MsConfig, PowerShell, CMD, File explorer, Regedit, Device Manager to troubleshoot and resolve customer end-point issues.
Hands on experience utilizing Remote Monitoring and Management tools.
EXPERIENCE AND KNOWLEDGE USING THE FOLLOWING WILL BE A BONUS:
HALO Ticketing System
Netsuite ERP
Jira Ticketing
Job Type: Full-time
Pay: $55,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Commute:
- Bridgewater, NJ 08807 (Required)
Work Location: In person
Salary : $55,000 - $60,000
