Job Details

IT Support Technician - Tier 1 (Mobile)

Net Friends, Inc.
Durham, North Carolina, United States
Net Friends is hiring! Are you passionate about analyzing and solving IT issues for clients? Do you want to be a member of a growing Support Center team, working with a specialized group of IT experts responsible for being the first line of customer contact, investigating issues and providing solutions? If so, please come apply! We are hiring for a Support Technician - Tier I (Mobile) to be based out of our headquarters in Durham. This position will include providing both remote and on-site IT support for a variety of businesses around the triangle. Core business hours are 8:30am - 5:30pm M-F with a rotating after-hours on-call schedule that includes evening and weekend coverage. EDUCATION AND EXPERIENCE + Two-year associate degree and 2- years related experience and/or training, specifically service industry experience and customer support OR + Three years related experience/training in lieu of education beyond HS Diploma/GED. WHAT YOU'LL DO You will assist in the following duties: + Handling all aspects of inbound customer requests during designated shifts via assigned communication queues. + Performing initial investigations into support requests + Being accountable for responding to and meeting our SLA requirements + Establishing and maintaining both customer and internal documentation + Performing initial (and ongoing) client and situational assessments + Providing problem-solving, troubleshooting, and proper escalation of issues + Engaging clients and assisting with consultation and basic technology training WHAT WE'RE LOOKING FOR First and foremost, we would love to find a terrific teammate, able to work in a consistently collaborative manner with our Support Center and Field Services groups (and beyond). Secondly, there are many tasks that need to be completed by an individual taking full ownership of them through resolution; this role requires a person who can be relied upon to be a primary tech with a passion for providing great customer service on every encounter. TECHNICAL KNOWLEDGE AND SKILLS + Proficiency with macOS operating systems and hardware + Experience using remote control software to provide desktop support + Experience organizing and following complex and/or detailed technical procedures to provide desktop computing hardware and software installation + Experience troubleshooting technical issues involving all manner of hardware, software, server, network, and data backup configurations + Extensive knowledge of Windows 10 Professional and basic knowledge of Windows Server 2 operating systems + Microsoft tools (Microsoft 365, Microsoft Endpoint Manager) + Accounts, Permissions, and Policies in an Active Directory domain environment WHAT YOU BRING TO THE TABLE + Professional presentation with an approachable personality + Superior customer service skill rooted in happiness from helping people + Appropriate spoken and written communication skills, including correct usage of punctuation and grammar + Ability to work autonomously, managing your own time to complete tasks and meet deadlines + A love of technology and a job well done SOME FRIENDLY TIPS Net Friends considers relationship-building skills, personal integrity, and thoroughly professional conduct to be just as important as technical expertise. We really pay attention to how you introduce yourself in your cover letter. So put your best foot forward! WHY SHOULD YOU APPLY? + We are an equal opportunity employer. + We offer a comprehensive benefit package including three medical options: Base, Buy-up and HDHP w/HSA (Base Plan is free for employee-only as is Dental and Vision). + Company paid Life/AD, STD, and LTD. + 401K plan with Match & Profit-Sharing, plus generous paid days off, sick leave, and paid holidays + We believe in an open, collaborate environment that encourages you to learn, grow and succeed. + Dedicated training hours for career development with certification bonuses. + We believe in work-life balance. + You are more than an employee to us; you are a [net] friend! READY TO BECOME A [NET] FRIEND? If you think our culture would be a good fit for you, apply online today. We'd love to meet you! Powered by JazzHR

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