• 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 a basic familiarity with a number of technologies including workstations, peripherals, network equipment, servers, and applications. Responsible for performing basic troubleshooting in order to resolve simple incidents and events. Performs maintenance duties for on-going service contracts. Must have a basic understanding of commonly used concepts, practices, and procedures in a technical support environment. Relies on instruction and pre-established guidelines to resolve issues. Does not require a high amount creative thinking or 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 simple incidents and events using pre-established guidelines.
  • Diagnoses more complex incidents and events 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.
  • 0-3 years of technical support experience. MSP technical experience is preferred.
  • Must be able to lift 50 pounds and perform physical duties as needed by the customer.
  • Must be able to drive and maintain a clean driving record.
  • Certifications are preferred from related disciplines and vendors such as MCSA, MCSE, CompTIA, Dell, Cisco, VMWare, and WatchGuard.
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