• Augusta, GA, USA
  • Full Time

Provides both on-site and remote technical service and maintenance related to all technologies managed under a customer support contract. Must demonstrate an intermediate familiarity with a number of technologies including workstations, peripherals, network equipment, servers, and applications. Responsible for performing intermediate troubleshooting in order to resolve complex incidents and events. Must have an intermediate understanding of commonly used concepts, practices, and procedures in a technical support environment. Requires a moderate amount of creative thinking and critical thinking skills to complete tasks.

Essential Duties and Responsibilities:

  • Follows maintenance checklists to verify standards and compliance of managed environments.
  • Performs installations, updates, and repairs based on customer incidents and requests.
  • Provides vendor management to ensure resolution of issues with vendor-owned equipment.
  • Troubleshoots and resolves complex incidents and events using pre-established guidelines.
  • Diagnoses major incidents, events, and problems for escalation and resolution.
  • Updates system documentation and provides detailed notes in a ticketing system.
  • Seeks to improve customer relationships with a positive customer service attitude.

Additional Duties and Responsibilities:

  • Must be well organized and have a high attention to detail.
  • Must be able to work with a team and communicate effectively.
  • Must make effective use of time, track expenses, and make details notes in a ticketing system.
  • Must meet both customer and corporate expectations for attendance and punctuality.
  • Must complete recurring education requirements and training materials.

Education, Skills, and/or Experience Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, skills, and/or experience required:

  • Associate's degree or equivalent experience.
  • 3-7 years of technical support experience OR 2-4 years of MSP technical experience.
  • Must be able to lift 50 pounds and perform physical duty as needed by the customer.
  • Must be able to drive and maintain a clean driving record.
  • The following certifications are required within 12 months of hire or promotion. MCSA: Office 365, and MCSA: Windows Server 2012.
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